Online customer service reigns supreme right now. Everyone’s online, and that means you have an online reputation to foster and maintain. This reputation depends on–drumroll please– customer service. It’s not simply about how good you or your products or services may be. It’s about how well you truly serve your clients.
It’s something in which I take a lot of pride. My firm is all about giving 120% in customer service. The streamlined processes I use, and continuously improve upon, benefit my clients as much as these processes keep my firm running efficiently.
After all, I like running my firm efficiently so I can serve more clients and serve them well!
Customer service is everything. It’s absolutely everything. It’s what keeps clients coming through your door and picking you over your competitors.
With a remote team, you have even fewer excuses to lag behind when it comes to customer service.
How do you deliver great customer service in this era of remote teams? I already discussed how you can have a cohesive remote team. Here, we talk about customer-facing techniques.
Aim to be fast.
Slow service is no service at all. In the past, people had come to expect their lawyers to move at a glacial pace, but not anymore.
This is the age of deliveries requested literally at your fingertips. If you want to impress your leads and prospects enough for them to choose you when the time comes, or even sign with you on the spot, and then later become your voluntary marketing army, singing your praises in testimonials, you need to be FAST.
Look at reviews on Amazon. You often see reviews starting with “Delivered fast.” or “Took a long time!” When it comes to customer service, it has to be prompt.
Adapt a case assembly line.
We’ve spoken about running your firm like a Starbucks, and speed is a huge reason that model works. If you have a case assembly line, everything can get started and get done in a very time-efficient manner.
Outsource your communications to a global team.
You have phones, you have email, a chatbot, and social media. Who is managing these tools? You need your team in place. A phone answering service already takes care of your phones. What about the rest?
Some people are night owls, and you may get Facebook (FB) comments, emails or replies to your chatbots at all hours.
You can and should have auto-responders, of course. A chatbot on FB Messenger can give your lead the links to your FAQs and inquiry sheets, for example.
But sometimes timely engagement matters, especially for your current clients. And the bots help specifically in freeing up time so your human team can focus on the sensitive inquiries that need individualized attention.
Your remote team can work while you sleep, and it’s not even a strain for them: it’s simply their working hours!
If you have a remote team, you might as well take advantage of having no borders at all–hire people from Asia. There’s no going back.
This means all your messages get answered pretty much round the clock.
Utilize your firm’s FAQs. Your team doesn’t need to consult you to answer questions if it’s in the FAQs!
Aim to be simple and easy.
Dealing with your firm shouldn’t be “dealing with” your firm like it’s a tiresome chore.
This goes back to having a case assembly line.
I’ve shared with you what we use. We have questionnaires per case type, document folders per case type, and so on. We get the case started right on sign up.
Answer every phone call.
And it’s important to make sure the very first phone call prospective clients have with you is as pleasant as possible. Having to call you several times a day hoping to be connected or get past the hold is the opposite of simple and easy.
Your receptionist needs to be focused on providing the utmost in excellent customer service.
Set up online document submissions and payment options.
The benefits of remote work and staying home during the pandemic are completely undone if prospects need to get out of the house to get documents and payments to you.
With digital signatures, encrypted cloud storage, and digital banking, there’s no reason your clients need to experience any friction on the administrative side of hiring you and getting their case started.
Even people without credit cards can use iQualify to get their payments to you. Get your remote team equipped with scripts to guide anyone who needs guidance completing these transactions. They can take photos of their papers and important documents or use OCR scanner apps on their phones.
We no longer need printers, scanners, or copiers!
Show up on social media
In the age of digital marketing, social media is no longer just an option. It’s every business’ requirement to be visible on social media.
Your prospects are at home on their phones or laptops and guess what? They’re on social media. Your best method of reaching them is through social media content and engagement.
And I don’t mean posting regularly, though that’s an important aspect, too– you definitely should show up regularly. I mean posting really relevant content that shows your audience what you speak for and what it would be like to work with you.
If people ask you questions on social media, answer those questions. Sometimes you find your next client this way, and more often, your next client is not actively interacting with you, but seeing your posts and replies.
Your remote team can help with this by managing your social media pages, researching content, and keeping you connected to your target audience. Having one of your paralegals or your receptionist handling this part-time won’t cut it. Hire someone dedicated to managing your social media pages.
Have a contingency plan.
Service outages happen. Cyberattacks happen. Human error happens. Digital isn’t infallible. You need backup plans and backups to your digital resources.
If your team can’t answer calls or emails even for a day, that’s potential business out the door and delays to your current cases.
Fortunately, most platforms we use have their own built-in backups because it is in their best interest knowing that we all depend on them to work efficiently. Still, we’ve all had those forced downtimes while our apps and programs make the necessary fixes or perform maintenance, right?
So have a backup. Call it IFTTT meaning “If This Then That.” If this tool is down, what do you use? Make sure your remote teams know the contingency plan.
If phones are down, do your clients know your email address(es)/alternate modes of communication? Always post several ways to get in touch with you on your social media pages and websites.
It’s an integral part of customer service to have plans in place that will save you from any disruptions in your customer service.
Your remote team can keep your customer service excellence high, making your clients and prospects happy. This in turn makes your team happy and even more motivated to continue serving your clients. It’s a happy cycle!
If you can believe it, I have even more knowledge to share on this topic! If you’d like to learn more about customer service, sign up for my Six Figure Solo program! Six-Figure Solo now comes in three tiers – Executive, Solopreneur, and CEO. Sign up here!