Customer service is now more important than ever before. The pandemic sped up the shift of many services to the digital space. More and more law firms are slowly but steadily adapting to digital forms of transactions and client communication.
That said, you don’t want to spend more than necessary on customer service. You want to keep it as lean and efficient as the rest of the processes within your law firm. This is just smart entrepreneurship, and you know me, I’m all about streamlining processes for the best outcome. It’s the same for streamlining your customer service.
Integrate self-service as much as you can
All the shopping and delivery apps we use and are addicted to right now utilize self-service! Now we can even set up returns and exchanges by ourselves. And can you imagine a world without ATMs?
Look at your business processes and see where you can implement self-service. Do you get a lot of inquiries? Set up your chatbot so prospects can select pre-populated categories that might get their questions answered.
And once prospects have been qualified, your receptionist or a member of your team can set up and monitor a calendar tool like Calendly so these prospects can book calls or appointments with you by themselves.
You can also make individual Google Drive folders accessible to each client and they can upload and view their documents there by themselves.
But is it customer service if your clients and prospects do things themselves? YES! Because we love it when we can autonomously control processes and make things happen. And it’s customer service because you make it possible. And of course, you have the responsibility to make sure you actually follow-up on the tools and platforms you present. For example, if you use Calendly, confirm the appointment by email or with a phone call.
Make your processes as seamless as possible.
Self-service doesn’t have to be complicated or ultra high-tech. Sharing a Google Drive folder is as simple as adding your client’s email address to that folder. That’s it! Chatbots are also easy to set up with links to FAQs.
Look into making contactless payments permanent
79% of respondents to the worldwide Mastercard Contactless Consumer Polling say they use contactless payments for safety and cleanliness. 74% of respondents also say they’ll keep using it even after the COVID-19 pandemic is over.
What are your current payment methods? Contactless payments are also 10 times faster than other payment methods, so you want to include these details in your How-To’s or FAQs so clients can pay your firm using these methods.
Ideally, your billing method coincides with your chosen contactless payment method. Can your clients pay without needing to register? Can your clients proceed to payment right from the billing page?
Get on Facebook, be active on Twitter or Instagram, post videos on YouTube and/or TikTok. Social media is perhaps the most efficient tool for customer service.
I’ve said this again and again– your firm needs a social media presence, and you need someone on your team focused on engaging your prospects on social media.
People will ask you questions, and you know what? You can ask questions, too. The answers you get will give you plenty of insight as to what your target audience needs or wants, and you can use it to streamline your offers and campaigns.
Social media is a platform for conversation. This is where you build your reputation and cultivate a relationship with your community.
You don’t have to build an app– although you can if you want!– digital customer service can be simple. You just need to look at ways you can make every process in your firm better. There’s almost always a tool for that!
If you steadily make the shift to digital right now, you’ll be ready for (or ahead of) the digital permanence of the future. This means you serve more clients, and in better, more efficient ways.
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!