Why Live Call Answering Can Make All The Difference For Your Law Firm
Joe Galotti August 2, 2017
The expectations of the average person calling a law firm are much higher than they used to be. Today, people expect to be greeted by a live voice every time they call a firm, and have the ability to reach a live voice from your firm at any time of day or night that works best for them. The simple fact is that if you fail to make it convenient for people to get in touch with your law firm, you will struggle to connect with new clients.
Customers today can afford to be extremely picky when it comes to which law firm they choose, because there are now more firms than ever for them to turn to. By not utilizing 24/7 live call answering, your law firm will have a hard time keeping up and will likely miss out on a ton of potential clients. People now expect immediate resolutions to their problems, and will quickly move on to another law firm if you make them wait to speak with a live representative from your company. Trying to meet these lofty customer expectations can put a ton of stress on attorneys’ shoulders, which is why it’s time to get your law firm some outside help.
The Problem With Automated Answering
If you think people today trying to reach your law firm’s office will be satisfied with a greeting from an automated voicemail message, think again. While voicemail systems once played a prominent role in the business world, they are now one of the biggest culprits for lost clients.
- Statistics from Forbes Magazine show that 80 percent of callers sent to voicemail fail to leave messages because they do not think they will ever be heard.
- A study from New Voice Media found that 53% of consumers will get irritated if they do not get to speak to a live person right away.
The above statistics indicate that when a customer calls your phone lines and gets an automated voice, there is a good chance they will get frustrated and move on to calling another firm. Even when clients do leave a message, there is no guarantee they will not start looking elsewhere while waiting for you to call them back.
Today’s customer is looking for someone to immediately listen to their story and assure them that they can provide answers for whatever problem they are experiencing. Unfortunately a voicemail system cannot do either of those things, which is why it is no longer a suitable answering solution for law firms.
The Better Solution
Every call into your law firm that is not answered by a live voice could be a missed client, so it’s time to take action. By hiring a quality live answering service, all of the calls your office is unable to pick up will be directed to a live virtual receptionist. The receptionist will work on your behalf to gather all important information from the incoming caller, and potentially set up a future conversation.
Once a customer is assured by a live voice that there is a possibility of their case being taken on by your firm, they will be more likely to stop searching elsewhere and wait for your next move. With a live answering service, there will be never be any need to put your faith in an automated system, and there will never be any clients slipping through the cracks of your business
The Difference a Live Voice Can Make
Many would argue that new technology has made the world more impersonal than ever before. However, when it comes to calling a business, people still value having a live human voice to speak with. If you can get a live person who is knowledgeable about your business talking to a customer right away, your chances of turning them into a paying client go way up. The numbers support this claim.
- According to FindLaw, 87% of people who are given the opportunity to speak to an attorney, end up hiring that attorney
- A report from RightNow Technologies says 55 percent of consumers will fall in love with a brand if they are provided with easy access to information and support
Having a live voice always answer your phone lines is one of the best ways to show potential clients that you care about their problems and recognize that their time is important. A live voice can also help add to your law firm’s credibility, by giving callers more information about your business and answering questions any questions they may have.
According to a 2015 Aspect Consumer Experience Survey, 76% of consumers view customer service as the true test of how much a business values them. Hiring an answering service, and always providing a live voice to talk to, is the best way to always make customers feel valued.
Live Call Answering Can Get You Clients While You Sleep
By now you understand the importance of having all of your law firm’s calls answered by a live voice. So what do you do after your law office closes for the day? This is once again where having the right live call answering service can make all the difference.
If your law firm is open eight hours a day, that means there are 16 hours every day your office phone calls are probably not being answered. On weekends and holidays the percentage of calls you are missing is likely even higher. Imagine how much potential business you are failing to take advantage of during that time period.
Having a service that is available to answer your law firm’s calls 24 hours a day, and seven days a week can help make sure your law firm is always ready to assist night owl and weekend callers. You can sleep easy at night, knowing that any potential client leads that develop overnight will be waiting for you the next morning.
It’s Time For a Change!
No one ever said the modern day law firm client was easy to satisfy. Giving customers someone to talk to at all times, even when your office is closed, is far from a fair expectation to put on a business. But, the unfortunate truth is that if you do not provide clients with a live voice to talk to 24/7, another law firm will. So instead of sitting around complaining, you need to adapt. Answering services are the best way to help your business keep up and continue to grow in today’s law firm world. Once you find the right answering service, missing out on impatient customers will become a thing of the past.