9 Tips To Improve Your Law Firm’s Customer Service
Customer service is vital to the success of any law firm. Unfortunately, it’s also one of the stricter aspects of running a business. The legal field is already fiercely competitive, and poor customer service can potentially ruin a firm’s reputation. Often, customer service issues are something that businesses don’t think about until it’s too late.
But it doesn’t have to be that way for your firm. Here are some simple tips to improve your customer service game today:
Use Standard Forms
Using standard forms also speeds up the process, saves time, and reduces errors. Technology can help in this situation. Law firm-specific software can assist you in creating document templates for the firm. Then make certain that everyone has access to them. You can then customize these forms to meet your specific intake requirements. These apps can also aid in the improvement of the quality of your legal documents.
The Best Software for Your Law Firm
Your law firm deserves software that supports your business processes and helps you build your brand. You need the best immigration software that is affordable and easy to use. Why? Because your software serves as the foundation of your law firm’s customer service. When you use cutting-edge technology, you can expect it to be fast and efficient, allowing you to provide more services to your clients.
Getting the very best in legal software means that you are ready to take on any project that comes your way, no matter how complicated it may be. What you want is not just a solution that works for some of your clients; what you want is a solution that works for them. The wrong software can limit the types of clients who can use your services. The right software allows you to expand the scope of your practice and extend your services to more people.
Supercharging Your Customer Support Service
Unfortunately, customer support is one of those things that’s easy to overlook. You might have a good idea of what it involves, but if you’re not careful, it can get squeezed out by more pressing concerns. That’s where customer support tools come in. These tools are a great way to improve your customer service because they can cut down on the time it takes to respond to a customer, and increase the likelihood of getting a positive review.
First Impressions Are Crucial
How you answer the phone is a critical step in this process. Have a human do it. It’s a difficult task. Hire someone who is friendly, outgoing, and patient, who prioritizes customers, and who goes over and beyond to assist clients. Once you’ve found that person, give him or her the authority to take decisions and solve problems. Consider hiring an answering service to provide coverage around the clock.
Rethink Your Intake Procedure
Examine your intake procedure carefully. Is it customer-oriented? If it isn’t, make it so. Create a systematized intake system if you don’t already have one. Begin by identifying the steps required to successfully onboard a client. Examine the tasks involved in the process. Then, as much as possible, streamline the process. Create a checklist for each new client as well. This way, everyone is aware of what is required to onboard a client.
Client Agreements Should Be Automated
These documents are an essential part of your and your clients’ intake process. Create standard client agreements to serve as a foundational starting point. As a result, everyone at the firm starts with the same basic deal. The agreements can then be tailored to the client’s specific situation. Then you can automate them. This simplifies the process, saves time, and eliminates mistakes.
To Keep Clients Happy, Explain Company Policies Clearly
When onboarding clients, clearly explain policies and practices. This contributes to a positive customer experience. It’s just as important as hearing a client’s story and discussing fees. Tell them how you’ll respond to their questions, how the billing process works, and how they’ll be kept up to date on the status of their case.
Keep Track of New Client Activities
Customer-focused law firms closely monitor client activities such as scheduled meetings, court appearances, and follow-ups. Keep track of these details in one location. In this manner, you will be able to provide proper service to your clients. Set reminders to remind you when to call back a client or notify them of developments in their cases. Setting reminders, for example, helps to keep items from falling through the cracks.
Make Use of Collaboration Platforms
It is not safe to communicate and collaborate with clients via email. Instead, use collaboration platforms and tools such as Basecamp, Trello, or Glasscubes to assist you and your team members in managing onboarding tasks quickly and efficiently. They can also assist you in reducing legal project management to its essential steps, integrating messaging, controlling file versioning on documents, and collaborating on things like legal briefs.
Final Thought
Use the nine tried-and-true tips listed above to improve customer service at your law firm. Providing exceptional customer service results in satisfied customers. Clients who are pleased tell others. It’s referred to as word-of-mouth advertising by experts. When it comes to expanding your business, nothing beats word-of-mouth advertising—nothing.
