A phone answering service for lawyers can be a huge time-saver, but finding the time to research the best answering services often falls to the bottom of lawyers’ to-do lists.
There are many answering services available, with a host of different features and USPs. So, how can you tell which answering service is the right one for your firm? There are two non-negotiables when choosing a legal answering service: it must improve client support and enhance operational efficiency.
In this article, we look at nine key elements that you should consider to help you make the right decision.
9 factors to consider before choosing phone answering service for lawyers
Understanding the specific needs of your law firm is the foundation for selecting the right phone answering service. You need to choose a call answering service that supports your team’s workflow and client relationships. Here’s what you should consider.
Availability
Legal issues don’t just happen during business hours, so choosing an answering service with 24/7 receptionists is crucial. Round-the-clock availability means your clients always feel connected to your firm, whether it’s after-hours or the weekend. Offering 24/7 call answering can improve your firm’s reputation, client acquisition, and client satisfaction levels.
Human-first communication
Imagine having a front desk team ready to represent your law firm at all hours of the day. That’s what a live receptionist service brings to the table. A live receptionist understands your client’s needs and provides empathetic responses in a way that AI chatbots (or voicemail) can’t match. To offer a personal touch, choose a service where a real person delivers all of your client communication, including live chat.
If you want to make a significant difference in building trust and rapport with clients, set your firm apart with a human-first live answering service.
Legally specialized service
When it comes to choosing a phone answering service for lawyers, one of the key elements to consider is finding a service that is exclusively designed for law firms. Specialized services understand the needs and requirements of law firms and can provide tailored solutions based on your practice area.
Whether you’re a criminal law firm or a personal injury law firm, a legal-specific answering service will adapt the service to provide a high level of client service. This can help build trust and credibility with clients and result in better client retention.
Pricing
When it comes to pricing, transparency and simplicity are key. Look for a legal call answering service that offers a clear pricing structure without hidden fees. Ideally, these services should provide flexible plans that can scale with your firm’s needs so you only pay for what you use. Avoid services with long-term contracts or complex pricing structures that could lead to unexpected costs.
Tip: Understand the pricing models
Legal answering services typically have per-call or per-minute pricing models. Weigh up your firm’s call frequency and the depth of interaction required to decide which structure works best for you. You can read more about legal answering service pricing models here.
Software
The backbone of an effective phone answering service for lawyers is its software. An answering service’s software is the platform that facilitates every interaction with your clients, so it should be robust, user-friendly, and feature-rich.
Functionalities like appointment scheduling and a mobile app are signs of a comprehensive service. When choosing your legal answering service, make sure the software allows for smooth operations and seamless integration with your firm’s existing systems.
Language
It’s important to communicate with clients in their preferred language so they don’t feel disconnected. If your legal phone answering service offers multilingual support, it can help your firm cater to a broader client base.
Having bilingual receptionists not only makes new clients feel heard, but also helps retain your existing client base. It’s worth noting that approximately 29% of businesses have lost clients because they don’t offer multilingual support. Therefore, selecting a legal answering service with bilingual receptionists is a wise choice for any firm looking to improve the client experience.
Integrations
Integrating a phone answering service with your law firm’s current systems is crucial. Look for a legal answering service that seamlessly connects with your CRM, payment software, and any other tools your team uses. Comprehensive integration means a smooth workflow, allowing for more efficient client management and follow-ups.
Personalization
Did you know that 71% of clients expect personalization? Not only that, but 76% get frustrated when they don’t find it. Offering a personalized call-handling service can greatly improve the caller’s experience. This involves customizing responses based on the caller’s needs and your company’s protocols.
Customizable scripting
The best phone answering service for lawyers will align with your firm’s unique voice and values with customized call scripts. Every interaction is consistent with the impression you want to uphold and reinforces your professional image.
Scalability
As your firm grows, your phone answering needs will evolve. It’s important to find a service that can adjust to your changing requirements, whether that means handling a higher call volume or providing additional services. This flexibility is vital for supporting your firm’s growth without compromising client communication quality. You may also want to look for a service that offers flexible packages to help keep costs down.
Which is the best phone answering service for lawyers?
Selecting the right phone answering service for your law firm involves careful consideration. With LEX, you can rest assured that your firm is equipped to offer superior client communication that supports your firm’s growth and reputation.
LEX Reception is a leading phone answering service that is tailored specifically for lawyers. From live bilingual receptionists to appointment scheduling software, LEX has a comprehensive offering that goes well beyond basic call handling.
Partner with LEX today and improve the client experience for your law firm.
