The importance of exceptional customer service has become more critical than ever before – and is something that legal process outsourcing (LPO) can help to deliver. While legal expertise and professionalism are fundamental to the legal industry, providing outstanding customer service has emerged as a pivotal factor for law firms and legal professionals. Gone are the days when clients sought legal services based on expertise alone; they now shop based on an unparalleled customer-focused experience.
iFive Global has worked with law firms across the country to leverage the power of offshore staffing. Through their work with us, our clients have seen their recent Google reviews consistently average 4 and 5 stars with an increase in overall ratings of 4.8 stars.
Customer Service Challenges in the Legal Industry
The legal industry faces its fair share of customer service challenges. Given the intricate nature of legal matters and the heightened emotions involved, delivering exceptional customer service in this setting is unique and can be fraught with challenges, such as:
Complex terminology and lengthy response times
Legal jargon and complex terminology can alienate clients and make them feel overwhelmed. Effective communication requires the translation of legal concepts into simple language to ensure clients fully comprehend it.
Legal matters often feel urgent to the client. Delays in responding to client inquiries can lead to frustration and anxiety. Firms must strike a balance between providing thorough responses and timely communication.
Managing expectations
Clients may have unrealistic expectations regarding the outcome of their cases. It is essential for legal professionals to be transparent about the potential challenges and possible outcomes from the outset.
Providing client support
Legal issues can be emotionally draining, and a little bit of empathy and understanding goes a long way towards a positive experience. When a law firm prioritizes understanding and support for their clients’ emotions throughout the process, it fosters a lawyer-client relationship based on trust, support, and a commitment to a high-quality customer experience.
Billing concerns
Billing concerns are a significant customer service challenge, impacting clients’ perceptions of the overall value they receive from their legal representation. Professional services can be expensive, leaving clients apprehensive about potential financial burdens. The fear of unpredictable costs can lead to anxiety and strain client-lawyer relationships, particularly if circumstances change, or additional services are required.
Learn how iFive Global improved employee turnover in one company’s customer service team.
Legal Process Outsourcing – One of the Leading Customer Service Solutions
Overcoming these customer service challenges requires firms to commit to client-centricity, effective communication, and empathy. These are not easily achieved with the traditional model of a few in-house generalists supporting you. We recommend these strategies to boost your customer service, drive more referrals and increase trusted online reviews.
Implement legal process outsourcing
Legal process outsourcing has emerged as a leading solution for customer service challenges facing law firms. By delegating specific legal tasks and processes to a dedicated offshore team, firms can quickly improve their customer experience. This kind of staffing solution allows law firms to streamline their operations, reducing response times and improving efficiency. Through a specialized team of dedicated customer service agents, intake specialists, virtual assistants, paralegals, and other support roles, LPOs help you free up in-house resources to focus on more complex legal matters.
Take client feedback to heart
Client feedback is a valuable tool for understanding the strengths and areas for improvement throughout your customer service experience. Encouraging clients to provide meaningful feedback through surveys, interviews, or reviews allows you to gain insights into their experiences. Acknowledging a client’s feedback demonstrates that the firm values their input.
Once feedback is collected and reviewed, implement appropriate changes based on those comments. Taking action demonstrates a commitment to continuous improvement, which enhances the customer service experience.
Ensure ongoing customer service skills training
Your staff, including support staff, should all receive training in customer service skills. These skills may include active listening, empathy, effective communication, conflict resolution, and maintaining a client-centric approach.
iFive Global helps enhance your firm’s customer service experience by providing you with real-time performance metrics and relevant training programs for your offshore team members. By prioritizing customer service training, we ensure that your iFive Global team is equipped with the tools and knowledge necessary to meet your clients’ expectations. Utilizing offshore outsourcing skilled customer service team members can help your in-house team focus on higher priority items.
Take the first step to improve your customer experience.
Taking a Blended Approach for Customer Service Success
To deliver a superior customer service experience, these 3 strategies work best in tandem. By working with an experienced legal process outsourcing partner, like iFive Global, you can start improving customer service rapidly while saving on staffing costs. With the efficiencies this provides, you can dedicate resources to additional customer service strategies, such as instituting a client feedback process and prioritizing customer service training. Doing so will help your firm build lasting relationships and establish yourself as a trusted partner for your clients.
