When running large marketing or direct response campaigns for your law office, you need tools and systems in place to capture as many leads as possible. That’s where inbound response and call services can help. Inbound response provides callers the level of responsiveness they require–giving them confidence in your practice and ideally turning them from leads into clients. Let’s explore what inbound response is and why it is such a valuable asset for law firms today.
What is Inbound Response?
Inbound response involves more than just answering the phone and taking messages. With inbound response, the agents who handle the incoming calls have the technical knowledge to handle certain questions or concerns, and they know when the call must be forwarded to a legal professional. Potential clients who receive service from an inbound response specialist appreciate that they can get answers to their questions right away and may be more inclined to make an appointment or sign on as a client.
Why is Inbound Response Valuable to Law Firms?
According to a study by Google, the majority of respondents would call instead of reach out online because they’re looking to get a quick answer (59%) or talk to a real person (57%). However, one out of every three callers to a law firm don’t get to actually speak to a person.
That can be frustrating for a caller who has a pressing question and may cause them to seek assistance with a different firm which cuts into your revenue. Inbound response solves this problem–not only does the caller get to speak to a real person, but they may get immediate answers which help your firm in capturing and converting these leads.
It’s also important to note that, thanks to mobile phones, calls to businesses are expected to exceed 169 billion per year by 2020. These calls are 10-15 times more likely to generate a successful sale or follow-up activity than digital form submissions. This means inbound response can help with converting those calls into more clients and increased revenue for your firm.
How to Provide Quality Inbound Response
Incorporating inbound response into your client intake is easier said than done. Below are a few guidelines for providing an inbound response that drives results.
- Partnering with a legal call center, like Alert Communications, can be the ideal solution to your inbound response needs. A knowledgeable legal call intake expert will be there to take calls at all times–day or night.
- At Alert, intake specialists answer the phone promptly (in under three rings or in fewer than 15 seconds) 24/7/365 in English and Spanish. Fast response like this gives callers confidence and prevents them from deciding to seek help elsewhere.
- Another key to providing a quality inbound response is making sure that specialists have the training they need to build rapport and trust with potential clients through active listening skills, showing empathy, psychology and the use of legal terminology.
Once you see it in action, you’ll realize how important inbound response can be when you want to close the deal with clients. Working with a legal call center like Alert can position you to capture more leads, and thus, improve conversions, increase revenue and maximize your marketing ROI. Reach out to us if you would like more information about how we can help your firm reach, and even exceed, its goals.