Modernize Your Client Engagement Model to Meet Post-Pandemic Expectations
Summary
In each case, the principle remains the same (you must effectuate ways to stay in touch with legal consumers that relate back to their present need), even if the methods may differ. In fact, there are law firms that are so focused on the consumer experience that they require attorneys to facilitate intake conversations. That’s, no doubt, extremely appealing to legal consumers, and will up your law firm’s conversion rate on new clients by a wide margin. And, if that sounds like it would be the case for your law firm, using technology, potentially supported by vendor or contract staff, may be the best way to replicate that conversational environment, while reducing the cost of providing it. Now, think of every other engagement that that consumer has in her life, and about how much more instantaneous (you buy something from Amazon, and get a receipt and delivery information via email, right away), then constant (you get consistent updates until the goods arrive), then personal (Amazon recommends additional purchases based on your browsing history) it is; then, think about how far away from that norm law firm customer service sits.