Legal Answering Services
If you run a legal firm, you’ll know all too well just how challenging and stressful it can be to manage all of your client interactions and the cases you’re handling. However its important to make sure that your customer satisfaction doesn’t take a hit. Impressing your clients through the service you provide can catapult your business to new heights. Better still, we can be on hand to help you in making it happen.
Precision Enquiry Handling Tailored for the UK Legal Sector
At AllDaypa, we hold a bespoke focus on the unique demands of the UK legal sector. We understand that for a law firm, a missed call isn’t just a missed opportunity, it’s a matter of SRA compliance and professional reputation.
With a range of tailored packages designed to suit everyone from sole practitioners to multi partner High Street firms, we provide a 24/7 legal call answering service, engineered to uphold the highest Law Society standards for client care, ensuring that every vulnerable client or new instruction is met with immediate, empathetic,and professional attention.
The "Cost of Silence" Calculator
Ensure your firm never misses a new instruction again.
Annual revenue currently lost to voicemail.
[Wkly Calls] * 52 Weeks = Total Enquiries
[Total Enquiries] * [Conv %] = Lost Instructions
[Lost Instructions] * [Avg Fee] = Total Leakage
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RESULT:
If this sounds like something your legal firm would benefit from, then we’d love to discuss our services with you.
You can contact our dedicated team on 0333 009 7968 to find out more but, for now, let’s explore what customer service in the legal sector entails.
Provide great customer service with a legal answering service
Keeping your clients in the loop
Taking time to understand their priorities and expectations
Whilst you might think about the legal advice that you give to your clients as a priority, clients usually take this advice for granted and trust exactly what you say. What they’re most concerned about though is the result that you’re working towards for them. To find out exactly what your client considers to be a good result, you need to get to know their priorities and their expectations. Once you know what the client expects, it’s important to manage these expectations from the outset, be realistic about what they can expect going forward and certainly don’t overpromise.
When it comes to communicating with the client and delivering the service, always keep these priorities and expectations in mind, so you can tailor your service and communication accordingly. Remember, clients want their issues to be dealt with promptly, that’s usually always one of their main expectations. Legally, being prompt doesn’t necessarily always matter, but it does matter to your clients and their emotions.
Showing that you understand and care
Any good lawyer will know that understanding their client’s needs is an important part of their role. However, what can set great lawyers apart is how they use this information and put it into practice. When a client comes to you for legal support, avoid bombarding them with information about your range of services at the first opportunity. Instead, listen to them, get to know their circumstances and learn about their needs.
Though, after years in the legal industry, it’s likely that clients’ stories will feel like they are repeating, you’ll have probably dealt with similar situations from clients of years past, it’s important to remain patient and to let your clients tell their stories. This will make them feel understood and heard, which then shows them that you care about helping them and achieving results for them. As for loyal clients that use your services regularly, not only do you need to listen to them, but you also need to anticipate their future needs too.
Prioritising service, just as much as knowledge
Of course, your expertise is vital when it comes to providing legal advice and support for your clients, it can literally make or break the results for them. Yet now, perhaps just as important as knowledge is service, clients want to feel understood and they want their needs to be put first. That means keeping on top of communications, tailoring your service accordingly, and even just doing the little things that go a long way, such as listening carefully.
Clients don’t just want your knowledge, they can probably find that through other resources, such as websites and forums. What they really want is for you to use this knowledge as a foundation, build your service on this, tailor it accordingly and deploy it wholeheartedly into the outcome you’re trying to achieve.
Capture Every Instruction:
24/7 DSCC & Duty Management
For Criminal Defence firms, the Duty Solicitor Call Centre (DSCC) is the lifeblood of the practice. However, the unpredictability of police station attendances and court duties creates a constant risk, if the DSCC can’t reach you, the instruction goes to the next firm on the rota.
Select a scenario to view our priority escalation protocol:
Why does customer satisfaction matter in the legal sector?
If you run a legal firm, it’s easy to fall into the trap of being motivated by just results. Of course, clients care about the outcome, but providing an amazing customer experience and ensuring client satisfaction is hinged on more than just the results. Putting things into place to ensure a great client experience truly shows that you care about your clients and their circumstances. As a legal firm you’ll often deal with sensitive matters that are important to your clients, given that, an approach that focuses on the customer’s experiences is vital.
Now that we’ve looked at how to deliver great customer service, you may be asking yourself: why exactly does customer satisfaction matter in the legal sector? You may know that it matters, but you just can’t put your finger on why. Let’s look at the benefits of client satisfaction for your business.
It makes your fees more acceptable
You might deliver great results at the end of the process, but it’s important to provide great customer experience throughout the service. Providing a fabulous customers service will ensure that your clients feel that you’re on hand to fight their legal battle. This, and your legal expertise, will make clients feel secure in the capabilities of your firm and will be more likely to accept your fees, as they feel as though they have got value for their money. Without exceptional customer service customers may feel frustrated by the fees of the service or feel unsupported, which can manifest into negative reviews. In short, providing a great experience can prevent your firm from losing money or potential clientele.
Build a strong reputation
You could win a case for somebody, but if you failed to treat them with respect, then chances are they aren’t going to recommend you. Yet if you make your clients feel respected and heard, then you’re much more likely to impress them, prompting them to recommend you to others or even go out of their way to leave a positive review. On the other hand, if you deliver a bad service and your clients decide to leave negative reviews or warn people against using your firm, then your reputation will suffer extremely quickly.
Gain loyal clients
Legal firms are always in demand, and some people need to use a legal firm more regularly than others, for example, if they are a business owner or are involved with property. Satisfy your clients with the legal services you provide, and it is likely that they will use your firm again the next time they have a legal issue. The legal sector is competitive, and failing to do this could result in your client seeking another firm’s services next time. Though amazing customer service you can create a loyal customer base and repeat business.
Create a positive work environment for your team
There’s no denying that the legal sector can be challenging and stressful at times, in an industry where your results define your success, it’s understandable that you can often feel under pressure. Ensuring your clients are satisfied can be extremely rewarding and can serve as a reminder of why you’re in this sector. Similarly, when clients provide positive feedback, this can certainly boost morale. All of this plays a part in creating a positive work environment, as does working towards the common goal of client satisfaction.
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Take the first step toward a more responsive, profitable firm.
How well do you handle your client interactions?
There are many reasons as to why businesses use our services, but it ultimately all comes down to how they handle their client interactions. For example, some companies use our service because they’re missing too many customer calls and therefore too many leads, whereas others want to use our service so that their customers have access to support around the clock. Others are on a tight budget and can’t hire an in-house receptionist or team, and others have busy or noisy environments that aren’t suitable for taking client calls. Whatever their reason, we can help them, and their business, by handling their client interactions.
So, how well do you handle your client interactions? Here are just a couple of things to consider.
Do you have enough time to deal with every enquiry?
There is a lot to balance when running a legal firm, and it could easily be overwhelming. Not only do you have to deal with client interactions, which can take up a surprising amount of time, but there’s also lots of paperwork, meetings and planning involved, as well as the occasional trip to court depending on your role.
Managing all these responsibilities can be difficult, and communication with clients could easily be forgotten. However, letting these interactions slip under the radar can effect your firm’s success with existing clients and impact the number of new business leads. Outsourcing with AlldayPA guarantees that important correspondences are always accessible, prioritised and never lost amongst the stress of daily business operations.
Maintain a work-life balance
When you do have opportunity to interact with clients, it can be hard to be fully present and give them your undivided attention, especially when there are other tasks to do. Since you are not often face-to-face with them, you might think that the client won’t notice, but it’s surprisingly easy to pick up on when you haven’t got someone’s full attention.
Despite this, when interacting with a client, you should give them your full attention. This can be conveyed by being well prepared for your communication with them, with any necessary information to hand should you need it. When you outsource your interactions to us, you can have the peace of mind that your clients will have our undivided attention. This gives you more time to direct your attention to other important matters.
Take a look at the testimonial & case study from our clients Lance Mason Solicitors
"By partnering with alldaypa, we ensured that no potential instruction ever went unanswered, allowing our solicitors to focus on litigation while maintaining 24/7 client accessibility."
Read the Case Study
How AllDayPA's services can help you
Whatever your business is within the legal sector, chances are you have a lot of customer interactions to deal with on a daily basis. With our range of services, you can ensure that your interactions are always managed to the highest standard. As an on-demand customer services company, our team can support you by handling calls, monitoring your social media enquiries and dealing with any email or web chat messages you receive. We do this on a pay as you go model, meaning that you can scale our services to your business needs. Take a look at the packages we offer to help businesses in the legal sector, just like yours.
As part of our Telephone Answering package.
Call handling & message taking
As a business in the legal sector, you’ll likely be in high demand around the clock. As such, you probably receive regular calls from current and prospective clients that require legal assistance. It might feel difficult to keep on top of these calls, especially if you lack the staff to manage them all. Luckily, that’s where we’re on hand to help! With our telephone answering service, your clients will get through to someone on the other end of the call, no matter what time it is.
When dealing with calls, our PAs will always take those important caller details so you know who’s rang and exactly what they need. We’ll ensure that we take a name, a number and a message so you can call them back and get prepped in the meantime. Once we’ve taken this information, we’ll send it over to you by text or email.
As part of our Virtual Receptionist package.
In this package, you can enjoy the features of our Telephone Answering Service and so much more, including.
Diary management
As a legal professional, it’s likely that your diary is full of appointments and meetings. With the help of our PAs, you can keep on top of your schedule whether that’s with appointment reminders or arranged meetings. In the legal sector, organisation is key, our receptionists can assist you with keeping on top of things.
Call triaging
In the legal sector, many customer interactions have a greater sense of urgency than others. With our call triaging service, you can help your clients based on the urgency and the nature of their call. Better still, our call triaging service can be tailored exactly to your business needs, so we seamlessly integrate with your existing processes.
Remote switchboard
If you’re free when a client rings, we can put them through to you right away, or to another colleague that can deal with their enquiry, with our remote switchboard. Many legal firms have different departments and teams with different specialist areas, so we’ll ensure that the call always goes to the right person.
As part of our Outsourced Call Centre package.
You can enjoy all of the above and more, such as…
Management of your emails, live chats and social media enquiries
Our services are not limited to call handling, we have much more to offer. We recognise that businesses now use emails, web chat and social media to communicate with their clients, so we can monitor and manage these forms of communications for you too. We’ll ensure that all your customer queries are dealt with, with absolute professionalism.
CRM integration
If you use customer relationship management software (CRM), we can connect this to our systems. This integration might include your phone systems, social media channels or emails, whatever it is, we’ll connect it seamlessly to make sure that we fit in perfectly.
What to expect with our help.
Amazing technology
People are the heart of our service, but it wouldn’t be possible without technology. At AlldayPA we understand the importance of effective and reliable technology. If a system is unreliable then your productivity and customer satisfaction can be affected, which can have a knock-on effect on your business. Through innovative technology you can completely transform your business and customer experience. Putting this into practice, we have invested £15m into the best call handling technology possible. Spread across four different contract centres, in the event of a power outage your business continuity is secure.
Fabulous customer service
We think about the customer service we provide in two parts: the customer service we deliver to you, our client, and the customer service we provide to your customers/clients through our range of services.
Regarding our own clients, we’re on hand to offer support whenever you need it and you can easily access all your important information via our Virtual Office App. As for your customers, our PAs are highly skilled when it comes to customer service. You will have peace of mind that your customer base is treated with professionalism always.
A 24/7/365 service
A lot of customer service companies change additional dees for 24/7/365 services. We do things differently. At AlldayPA this is standard and offered in all our packages, with no hidden fees. People are the centre of our business, and we believe that customers deserve to reach someone in their time of need, no matter the time, even out of business hours. When you work with AlldayPA your customers are always heard and can your company always contactable.
Need some extra support to help your legal firm excel? We’re on hand to help, get in touch with AlldayPA today!
When you’ve got a team, just like ours, that are there to support you when you need it most, the benefits are endless. Not only does it give you more free time to focus on your business development, which means you’ll never have to worry about missing a lead, there are also so many benefits for your customers too. Perhaps most importantly, they’ll always be able to reach someone whenever they need advice and support, thanks to our 24-hour customer support. As well as that, you can rest assured that your clients will always receive a great customer service experience.
Whether we’re dealing with interactions from new customers or your existing client base, our PAs will make sure that they’re left feeling impressed with the service that they’ve received. This means that new clients get a fantastic first impression, whilst existing clients are likely to remain loyal and recommend your services to others.
We know that keeping on top of your client interactions, as well as all of the other responsibilities you have, can be a challenge at times, but it certainly doesn’t have to be that way! If you’re ready to free up some time to focus on the things that matter to you, then our team would love to hear from you. You can get in touch by calling 0333 009 7968 to find out more.