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An online presence for Stephensons Solicitors LLP

Sarah Boustouller, Head of Marketing and Partner, shares how the leading law firm captures every website enquiry with Live Chat support.

When did you realise you needed support?

“We knew we needed a more agile way of working to make it as easy as possible for people to use a solicitor. When the pandemic hit, we started looking for a service to help us achieve this, and decided to use Moneypenny’s Live Chat solution as a way to improve engagement and be more accessible to clients.”

What does good customer service look like?

“Always being available for your clients and truly understanding their needs is crucial to good customer service. We know that not everyone is comfortable using the phone, which is why we introduced Live Chat as an alternative method.”

How has Moneypenny changed your business?

“Now, Moneypenny manages all of our overflow chats. They worked with us to understand exactly how we want our chats to be handled to ensure the same high quality service is always delivered, even when working remotely. By using pre-qualifying questions, chats are more efficient and directed accordingly, meaning leads are filtered and qualified quicker. As a result, this has also reduced call volumes and waiting times.”

What are the key benefits?

“With Live Chat from Moneypenny, we are more available than ever to our clients. Proactive chat drives new business to particular service lines, and we have access to invaluable data which helps to identify useful trends. Our aim was to make dealing with a solicitor as easy as possible and Live Chat has helped us achieve this.”

Any advice for other businesses?

“It’s important to recognise changing client behaviours and expectations. By offering them the option to contact you in a way that’s most comfortable for them, you’ll be sure to see positive results.”

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