Following the coronavirus outbreak, client expectations for law firms have been fundamentally altered. To comply with social distancing requirements and keep up with demand, it’s time to embrace innovative new products, platforms, and technologies. From initial contact to onboarding to case resolution, your clients will expect you to deliver an effective virtual experience. To fulfill these expectations, you’ll need to transform old methods of working to suit the digital landscape.
So, how can you get started? In this article, we’re going to share tips and strategies that will help you develop your virtual client experience.
1. Engaging Intake Process
Do you know how your clients feel about your onboarding process? If you’re like most law firms, you’ve likely never requested feedback on your intake protocol. By reimaging your onboarding system, you’ll be able to convert more leads and boost client engagement. In fact, studies have shown that ‘almost 90% of the time, a lead that is truly engaged by a law firm will decide whether or not to hire said law firm before contacting the next one.’
To create an engaging intake process, try using conversational language whenever possible. You can minimize costs by working with outside vendors and virtual receptionist services. Some law firms have also had great success with live chat and chatbot services, which are available at all times and do not require ongoing maintenance. Try experimenting with different ways to request user contact information to find what works best for you.
2. Ongoing Client Management
The most important part of the virtual law firm experience is creating effective, ongoing client management. While you’re actively representing a client, you may need to get creative and find ways to ensure your client feels connected and cared for. Due to the pandemic, we’ve lost the ability to schedule coffee dates and lunch meetings. Instead, consider scheduling a recurring check-in email or phone call. This appointment gives clients a sense of security and confidence in your representation.
3. Post-case Communications
As the old saying goes, ‘if it’s out of sight, it’s out of mind!’ Unfortunately, this adage still rings true for the legal industry. Most attorneys are consistent in delivering case updates about ongoing litigation, but client communication often disappears once the case is resolved. This is a costly (but easily corrected) mistake!
Former clients are the best marketing tool that you’ll ever have. While they may produce direct revenue, they have the potential to generate countless dollars in indirect revenue. The fact is, past clients generate more referrals than any other source. Make it a point to engage with former clients, whether through ongoing email marketing or the occasional six-month follow-up call. During your conversation, don’t hesitate to ask for referrals!
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