Communicating effectively with clients and potential clients helps cultivate long-term relationships and trust.
Set your law firm apart from the competition by providing excellent client communications.
Excellent Client Communications Starts with the Very First Call
Good first impressions happen on the very first call.
Think about what prospective clients experience when they call your firm for the first time.
Is there a friendly voice on the other end of the line? Does the experience differ depending on the time of day? If they call during business hours, is there a real human voice ready to empathize with the client as they divulge details of what might be a very personal and stressful situation? What if the client calls after-hours? Do they reach an automated voice that tells them to leave a message at the tone?
Excellent client communications can start with a simple phone call. One good impression could be enough to engage and turn that potential client into a paying one. One bad impression, though, could lose their business forever.
Connect and Engage with Clients Using Email
A study by the American Bar Association found that 42% of the time, law firms take three or more days to respond to emails.
Set your firm apart by responding to emails in a timely manner and engaging in email communication regularly. Automated response emails and drip campaigns are a great way to maintain client communications.
Automated responses can be used to answer FAQ’s. Instead of leaving easy questions unanswered because you don’t have time to respond, set up form templates that go out automatically to answer specific questions. It’s better to get the question answered quickly and automatically than to leave a potential paying client waiting for a response. You risk them going elsewhere.
Email drip campaigns can also be effective in engaging clients. They are triggered when a potential client submits a contact form on your website. Subsequently, automatic messages are sent out at pre-timed intervals. First, you can thank clients for contacting you and give them more general information, and also tell them how to set up a consultation. A few days later, another email will go out asking if they are still in need of help. A few days after that, you can offer them some more information and maybe a free consultation.
These two tactics can help you actively and consistently keep up with client communications. Both potential clients and clients want to know you are there to help them via email whenever they have questions or concerns.
Note: Any chance you have to respond to emails personally, do so! Clients will appreciate that the email came directly from you.
Contact Clients via Text
It’s 2018. Text messaging is used daily, hourly, and for most millennials, by-the-minute or even the second. For most people today, it is simply a primary means of communication. Here are some stats:
- 15,220,700 texts are sent every minute of every day worldwide, meaning 913,242,000 texts are sent every hour. (Domo)
- 53% of global consumers say they feel anxious when their mobile devices are not close at hand. (Nielsen)
If phones are already in hand, and texts are constantly being sent, then why not try to communicate with clients and potential clients in this same way? It’s not a bad idea to reach clients where they are already at, especially when it comes to millennials.
Alert Delivers Excellent Client Communications
Alert Communications prides itself on superb client communications and customer service.
As a call center specifically tailored for law firms, Alert knows how to make a great impression on the first call. We train our intake specialists on a continuous basis in legal terminology and empathy skills, so they can answer any questions your caller might have, no matter the situation. Additionally, our call center operates 24/7/365. We don’t like to miss an opportunity to make a good impression on your potential clients.
Alert also utilizes email to help engage and connect you to your clients. We can send out a welcome email to your clients once we sign them up with your firm, acknowledging their contract completion and leaving them with a sense of comfort that they are in the right hands.
Text messaging is another technology that Alert utilizes. We offer a text lead response service, which allows text leads from web or mobile apps to be sent immediately, in order to respond to your clients with a customized scripted auto-reply. And finally, Alert utilizes text retainer contracts, so they can be sent out conveniently to your clients.
Let us help you improve client communications at your law firm. For more information, visit https://www.alertcommunications.com or call 844-694-6825.
