Every call into your law firm could be a business opportunity, whether acquiring new clients or retaining existing ones. However, what happens when you’re stuck in a meeting, your receptionist is busy, or it’s after 5pm? These calls usually go straight to voicemail and, 42% of the time, a client will wait 3+ days for a response.
An answering service acts as a bridge between your firm and clients when your team isn’t able to answer calls and respond to messages right away. A comprehensive answering service will do more than free up your inbox. Agents can schedule appointments, answer live chat, and improve your firm’s productivity. Read on to find out how they work, their importance, and how they can be a game-changer for law firms.
How does a legal answering service work?
At its core, a legal answering service manages incoming calls and other types of client communication for law firms. Your clients are always met with a person, not a bot, to humanize your client service. But how does it work in practice? Let’s dive deeper into the process.
Initial call handling
When someone calls your law firm, the answering service becomes the first point of contact. The legal receptionists answer calls using a personalized script to provide a professional and seamless experience for the caller. By having an answering service, your firm helps the 83% of customers who expect to interact with someone immediately upon contact.
Message taking and forwarding
Agents will answer the call and take detailed messages to be forwarded to your team right away. This ensures that no critical information is lost and each inquiry is directed to the right person for follow-up.
Appointment scheduling
Answering services can often schedule appointments directly into your firm’s calendar system. By outsourcing the time-consuming task of scheduling appointments, you can save valuable time. Appointment scheduling can also help to reduce no-shows with automated reminders.
By having a clear schedule of appointments, you can plan your day effectively. And with your calls and chats covered, you can focus on client work.
Emergency call screening
For law firms, some calls need immediate attention. A call answering service for lawyers can screen calls to identify and escalate emergency situations. By using custom screening questions, legal answering services can quickly differentiate between routine calls and emergencies, so your firm’s resources are used efficiently.
Using a legal answering service for emergency call screening can improve your firm’s reputation for responsiveness and professionalism.
24/7 availability
One of the key advantages of a phone answering service for law firms is round-the-clock availability. Legal issues can happen at any hour, so it’s crucial your firm is there when clients need you. If a prospective can’t reach you, they are likely to call a competitor. With support from an answering swerve, you can be available for new leads and existing clients even after-hours, on weekends, and holidays. Your phone will be answered day or night, giving clients a better experience – and giving you peace of mind.
Importance of using a legal phone answering service
Customer communication platforms are constantly evolving and becoming more advanced. However, one thing that remains is the significance of traditional phone calls. Even in 2024, phone calls are still the preferred customer service channel for general and complex issues. That’s why an answering service is crucial to your operations.
Utilizing a legal answering service can dramatically improve your law firm’s efficiency and client relations. In fact, a 2024 report found that 23% of law firms using a virtual receptionist service experienced 10+ hours saved every month. Let’s explore how:
Enhanced client satisfaction
First impressions matter. An answering service means every call is answered quickly and professionally. This gives clients a positive experience and helps build a good relationship with your firm. It’s much better than having them listen to a busy tone, go to voicemail, or deal with a chatbot. Avoid client disappointment and frustration by partnering with our 24/7 legal receptionists.
Increased productivity
Outsourcing call handling can be a game-changer for busy lawyers and their staff. With services like LEX, you have a dedicated team handling inbound calls, scheduling appointments, and even making outbound calls and follow-ups on your behalf.
The average lawyer is billing just 2.5 hours of an 8-hour day. By freeing up your time from routine tasks, you can focus on your casework and provide a better service to your clients. Manage your time more efficiently with an answering service to get better results and more success in your legal practice.
Cost-effectiveness
An answering service provides a cost-effective solution for firms looking to improve their call-handling operations without breaking the bank. Hiring additional staff or full-time receptionists can be costly, especially for small or medium-sized firms. With an answering service, law firms only pay for the services they need. This allows firms to save money while providing clients with the highest level of service.
Scalability
If your law firm is going through growth, your call volume can increase dramatically. An answering service can easily scale to meet these demands by adding more agents and resources. This means that your call-handling capabilities grow in tandem with your client base.
Wrapping up
To improve how your law firm handles calls, start by analyzing your current call handling system and identify areas that need improvement. If missed calls or spending too much time on the phone is an issue, an answering service could be what your firm needs.
Choosing a service that understands the legal industry means the solutions provided are tailored to the specific needs of your law firm. Adding an expert legal answering service to your operations goes beyond just handling calls – it’s a key strategy that greatly increases client satisfaction, improves productivity, and drives growth.
Legal call answering services transform how law firms interact with clients and manage workload, offering a practical solution to everyday challenges.
Our key takeaways:
- Answering every call promptly makes clients feel valued and builds trust.
- Outsourcing call handling allows lawyers and their teams to focus more on their legal work, which leads to better outcomes for their clients and the firm.
- Opting for an answering service is more cost-effective than hiring in-house receptionists, as it reduces overhead while providing quality, round-the-clock service.
- Answering services can adjust to the firm’s needs as it grows, so client service remains consistent without hiring more staff.
