Most customer-facing service providers would collectively agree on one thing: voicemail is the kiss of death to potential clients. As a lawyer, being “too busy” to answer your phone is a futile habit, one on which your firm will both prosper and perish. Ensuring a constant flow of unique engagement, customer intake, and loyal retention is key to long-term success and efficiency.
Many modern lawyers struggle to maintain the forward facing element of managing their firm, as well as running an efficient business. A lawyer’s role now entails marketer, accountant, support staff and more. The burdens of these tasks not only add to your workload, but can also distract from your primary focus: the practice of law.
As we move toward a business model based on efficiency and customer satisfaction, a growing trend in the legal industry is to automate as many tasks as possible. This can simplify the overall day-to-day running of a firm, as well as provide lawyers with the ability to inject long-term improvements into other key focuses: such as workflow, time management, and customer experience.
You can technically ensure you’re providing a streamlined customer experience – but how can you balance it with the elements of trust, expertise and the delivery of quality services?
Clio and Ruby Receptionists: Efficiency with Personality
Clio and Ruby Receptionists have come together to fuse the core needs of the modern law firm into a hybrid automated model: matching the efficiency of legal practice management software with the personality of an in-house receptionist.
1. Build Your Brand based on your Uniqueness
Lawyers choose their niche based on their ability to excel in that field, their skillset, and the elements of their personality that match to customers seeking that specific advice.
Displaying these unique traits can easily get lost in a tide of over-automation and use of technical communications, but is essential for your brand. Without a personal interaction representing your unique elements from the offset, the chance of onboarding a new client is all too often wasted and easily passed onto a competitor willing to do so. Ruby Receptionists ensures that every call is answered as you desire, your brand tone is consistent and personality maintained, leaving you the time to focus on the practice of law.
2. Build Customer Trust
Attorney-client relationships are unique for a multitude of reasons. Clients put a high degree of faith in their lawyers to handle sensitive information in a confidential manner and become deeply involved in their private business. Trust is integral to this.
Gaining trust is a key element in customer loyalty and satisfaction. As much as you can ensure an error-free experience by way of automation – studies show that there is no substitute for consumer trust than human interaction. By ensuring a client’s first engagement is a personal one, cements your first impression as a positive one. Dealing with Ruby professionals, all client information is kept confidential, ensuring your attorney-client relationship is never compromised.
3. Integrating Traditional and Modern Lawyering
By using Ruby you can live the flexible lifestyle you want while ensuring to maintain the traditional hours and service of a brick and mortar firm. An increasing amount of solos and even firm-based lawyers keep flexible hours, choose where to work, and rely on cloud-based technology to operate their firm. This modern take on the legal tradition is slowly changing the fundamental structures of how lawyers communicate with clients – gone are the days of a face-to-face chat initiated by stopping by a local solicitor’s office.
Email and phone are now the primary means of communication between lawyers and their clients, yet lawyers must ensure that personalized service is still provided. Consistent and urgent availability is key. Ruby’s virtual receptionist service ensures all calls are answered with care and professionalism even if you aren’t available. View call records and look up messages in one convenient place from wherever you are, at any time, and receive detailed messages delivered to you via email or text message.
Let automation build your legal firm and brand. Clio and Ruby Receptionists personalize the automation of legal services, create a unique experience for customers, and simplify your day. Sign up for a new degree of customer service today.