Customer service is a huge selling point. In fact, “81 percent of people indicate that they are willing to spend more with an organization for a better customer experience, and 1 in 10 (9 percent) would increase spend by more than a half.”
Unfortunately, many clients are underwhelmed with the level of customer service they’re getting from law firms. And one of their chief complaints is that it’s too slow. If they’re unable to reach you by telephone and you take over a day to get back to them through email, you can lose a client forever.
But as you’re about to find out, live chat is an excellent solution that can help your law firm provide superior customer service.
The Preferred Means of Communication
A study by Chat Bee found that live chat is the number one way that people like to communicate with brands these days. In fact, 73 percent of consumers enjoy using live chat. For comparison, only 61 percent enjoy using email and 44 percent like speaking over the phone.
So it’s clear that this is a great channel for leads to contact you.
A High Satisfaction Rate
A separate study by Zendesk found that the live chat satisfaction rate was off the charts at 92 percent, whereas email was only 85 percent. And this makes sense.
When a client or prospect is able to instantly live chat with a customer service rep, they can have their questions answered right away. They don’t have to wait around for someone to respond to their email or deal with all of the back-and-forthing that’s often involved with traditional phone communication.
Everything can usually be cleared up within minutes, and they can go about their day. The best part is that many platforms allow you to see which page of your website visitors are looking at and provide insights on analytics so you can learn more about them and their behavior.
An added plus is that they’re fairly affordable. For instance, Zendesk is only $14 per user per month.
Using Live Chat Software
With stats like these, it’s easy to see why more and more lawyers are turning to live chat to streamline the customer service experience. It’s effective and efficient.
But how exactly do you get this type of service set up?
It’s actually quite simple. You choose a live chat software, install it and configure it to your specifications. This resource from Capterra contains a list of some of the top software platforms available. It explains the features and pricing and also breaks down the pros and cons of each.
Note that many platforms offer some sort of free trial, which is a good way to see if it’s right for you without making a long-term commitment.
The Evolution of Customer Service
Customer service has changed significantly over the past decade. While phone and email used to be the primary forms of communication, live chat has really grown in popularity and is now favored by many clients.
So if you’re looking to improve the customer service experience, this is definitely a technology worth considering.