What ever happened to the 9 to 5 client?
THERE was a time, refreshingly some may argue, when clients were happy enough to conduct any business with their law firm between the hours of 9am and 5pm. There was even an understanding that the office may be closed for a lunch break.
Clients’ expectations fell within these safe, easily defined parameters. Today, an online culture, which initially crept up on us, pervades almost every aspect of our business – and indeed personal – lives, changing all that for good. Embracing the digital age, in terms of developing and successfully implementing an online strategy is no longer a nice-to-have for law firms of all sizes, it’s a must, with the pressure on to deliver when the phone rings as a result.
Those who attended the recent NatWest mmadigital `From Click 2 Client’ Conference will no doubt have plenty of food for thought in terms of capitalising on the opportunities digital marketing presents when it comes to new business generation and overall client satisfaction.
With clients accessing information and making enquiries on the move on smartphones, tablets and other devices, and expecting a response at a time to suit their busy lifestyles, an ever-growing number of firms are recognising the benefits of telephone answering support. At a fraction of the cost of hiring, it’s a flexible and cost-effective solution to meet demand and provide a seamless professional response every time; supporting busy periods, holidays, absences and extending virtual opening times.
At Moneypenny, legal continues to be our largest sector, accounting for more than half a million calls every quarter. Legal also accounts for the majority of overnight calls handled by our receptionists in New Zealand during their daytime. Indeed, in the early part of this year, the numbers of legal clients requiring 24/7 call handling support either on an overflow or fully outsourced basis rose from 17% to 24% when compared to the same period in 2014.
Client habits have changed and expectations are at an all-time high. In an ‘always on’ world, the firms thriving are not only generating more leads from creative marketing across multi-platforms, but capitalising on every opportunity by having the resources they need to convert new business in the first place then building lasting client relationships through great service.
For more information on Moneypenny’s services or to take advantage of a no-obligation trial, please contact: 0333 202 1005