Customer Support for Law Practice - Helprace
Your legal customer support and case management software
With the legal environment being as competitive as it is, law practices cannot afford to handle client requests poorly. With social media, word-of-mouth and internet searching, it pays to consider purpose-built legal customer support to help manage your online presence.
Legal staff is constantly pressured to handle increasing email volumes and as a result, businesses are losing sight of timely responses to customers. An integrated system such as the one offered by Helprace can bring legal offices back on track. For example, the feature-packed help desk can save agent time, increase agent productivity, improve quality of responses and track important messages with SLA or service-levels.
But this shouldn't end there, either. Since customers are now demanding support whenever (and wherever) they are, they need answers wherever they are. Whether it's typing questions on Google, visiting and searching your knowledge base or even asking you through social media. This also empowers users to find answers themselves across all possible channels, with optimal first contact resolution.
The Helprace legal customer support suite enables your legal team to carry an online client dialogue as easily as a face-to-face consultation due to rich text and links to your knowledge base.
The Helprace legal customer support software solution
The Helprace legal customer support suite allows your customers to find answer themselves using the knowledge base, community or articles. Frequently asked questions, consultations or legal tips can be uploaded to attract clients or engage them to contact your legal customer support agents.
Since the majority of legal practices are required by various regulations and associations to offer at least a certain amount of free consultations, why not use the web to deliver on that value? A web-based self-service portal can offer value to existing as well as potential customers. This sets you apart from competing practices and establishes you as a leader in your field. And, since Helprace lists topic titles in the URL of the page, it's easily discoverable by Google, drawing search engine traffic to your website.
Making your legal customer support work better than the competition
Depending on your approach to customer service, you may wish to keep users engaged or provide an individual or traditional legal customer support. If you want users to be engaged, they can share content from your portal on social media (you can do that, too) and propagate content through your own channels.
The support portal fields a dual purpose for your help desk. First, customers are tuned in and feedback flowing in at any time of day. However, when they must submit a private request, agents have triggers, automations, canned responses and private notes to share with each other. This translates into massive cost savings when it comes to support.
Regardless of your preference, size or client base, the cloud-based Helprace legal customer support solution will surely set you apart from similar firms.