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A member experience to be proud of for Leeds Law Society

Rachel Windle, Head of Operations, shares how one of the UK's most respected legal societies has improved their client journey with Live Chat support.

When did you realise you needed support?

“We need to be available to our members and the public to offer urgent advice whenever they need. As the majority of these enquiries were coming through over the phone, we wanted to utilise our website by offering an easy way for people to have their questions answered in real-time whilst reducing call traffic. Moneypenny has been a loyal partner of ours since 2019 so we decided to give their Live Chat service a try.”

What does good customer service look like?

“For us, good service means looking at every touchpoint within the member journey and making it as valuable as possible in order to provide them with a perfect experience.”

How has Moneypenny changed your business?

​“Now, Moneypenny answers any general enquiries via our website. The set-up was really easy and we’re provided with regular updates and reports to ensure those visiting our website are getting the right information. Having Live Chat has definitely reduced the number of phone calls to the office, which means staff are able to focus on their jobs.”

What are the key benefits?

​“Having website chats answered right away gives us the confidence that our members are getting a better experience. The Moneypenny team are always professional, and the working relationship we have is continuously evolving to accommodate the changing needs of our team and members.”

Any advice for other businesses?

​“I’d definitely recommend other businesses trial Live Chat – we wouldn’t be without it now.”

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