Providing excellent customer service goes far beyond the traditional face to face experience. Attorneys can significantly improve the experience of clients online by providing high-quality, consistent customer service that solves problems and establishes better relationships. For any law firm to succeed, interacting with clients intelligently and providing exceptional customer service is imperative. One of the easiest ways to lose both prospective and current clients is to provide a poor customer service experience.
Because all businesses must have an online presence and seek to set themselves apart, there is more competition than ever before. Recognizing that current and future clients have a multitude of options for law services makes it important to focus on providing complete and expansive customer service that keeps clients coming back. Meeting the needs and expectations of clients is a continual process. Simply because the law firm has gained a client doesn’t mean that the high quality of customer service ends. On the contrary, it’s important to have a staff member (multiple people if necessary) to monitor social media and other outlets to provide optimal customer service for both current and new clients.
By having a staff member monitor social messages and choosing not to rely solely on an ad agency to handle customer service, your law firm can experience multiple benefits.
Genuine, thoughtful interactions through social media can be key to establishing the law firm as a genuine, caring company. Responding often and in positive ways shows well for both current and future clients. After seeing positive interactions and friendly customer service, more people are likely to see the personal side of the company and eventually remember the company if services are needed.
Glimpse into What Clients Need
One of the best ways gain a glimpse into what can be improved within the company and what clients are looking for is through client’s reviews and social media interactions. By keeping social media responses in-house and responding as quickly as possible, law firms can continually see areas to improve and grow, offering better solutions and services to clients.
Deep Knowledge for Replies
The ad agency being responsible for providing customer service might rely on canned messages and scripted replies to respond to social messages and reviews for your law firm. While this may save time, it doesn’t show well. First, it shows that your company is only interested in seeming as if they are solving problems and finding solutions, simply hoping to end the encounter. Second, it shows that the law firm is not actively interested in its clients in order to better both the company and the client experience. By responding with a trained and knowledgeable social media expert within the law firm, replies can be more genuine, sincere, and better received. Each review and response often calls for a different situation and handling, making it essential to use a social-media expert in house that you can trust and put the best image of the company forward.
Providing excellent customer service online is no longer optional, it’s vital for both an overall online presence and to set your law firm apart as a personal and relatable company. With exceptional customer service, law firms can establish areas to improve, offer better interactions with clients, and gain new clients while retaining current clients.