Legal professionals know only too well how much time it takes to communicate effectively enough to keep clients happy.
But a technological solution exists that can relieve this pressure while actually improving customer satisfaction – all via a smartphone.
While businesses are increasingly relying on technology to improve things like stock control, logistics and shopping, customer service has seen a slower uptake.
Even emails and SMS as customer service tools, are fairly limited in their effectiveness unless written personally by a member of a customer service team.
So for a law firm – where ongoing and up-to-date customer contact is key to maintaining trust and satisfaction – resources (and costs) can quickly mount.
The inCase mobile app was developed to address this need for clear and continual contact, without requiring customers to ring an office every day.
And by putting access to the desired information in the palm of their hand, it leaves solicitors free to do their best casework on behalf of the customer.
So far, so good – but will a paying customer be happy to sacrifice personal contact with their solicitor to deal with an app instead?
Most definitely, according to inCase developer Such Amin:
‘Market research by Ofcom shows that on average, adult mobile users spend nearly two hours a day online using a smartphone.
‘And that will probably have increased slightly since that survey, so clearly people are comfortable using their phone as a communication tool.
‘With social media and instant messaging being the preferred way for many people to communicate with friends and family, it makes sense for business comms to offer this option too.
‘Our feedback shows that – far from seeing it as impolite – many customers prefer not having to dial in, or restrict themselves to business hours.
‘Plus, internet use via smartphones has almost trebled since 2013*, so there’s no point pretending it’s not an obvious way to communicate with customers.’
Law firm efficiency
So customers are happy with the convenience of having the info they want at their fingertips and not having to wait for emails or returned calls.
But what about the law firms themselves, apart from pleased clients, what else do they get?
Rob Hosier, director of sales and marketing at inCase highlights some of the upsides for professionals:
‘Previously, sending a document that required a customer signature would rely on secure postage, with its associated time, cost and unreliability.
‘Not that postage doesn’t work – but there are associated risks and outlays that simply aren’t an issue with a secure app.
‘By removing these, you also remove one of the most common problems for legal professionals – customers feeling undervalued.
‘Taking conveyancing as an example, a recent industry survey found nearly half of home-movers (47 percent) wanted “regular digital communications”.
‘Not written letters, or phonecalls – regular digital comms – which is what inCase enables, with all the security of a fingerprint recognition phone.’
Get started with the mobile app that improves the customer experience for law firms – get in touch with inCase.
*Ofcom Communications Market Report 2017.
Internally, the app has freed up the solicitors’ time without reducing the standards of work. This means the clients that cannot use the app do not have to wait as long for an appointment with us. Essentially, inCase has benefited all clients, not just those who own a smartphone...Patrick O’Hare – Managing Partner, Paschal O’Hare Solicitors
There are many benefits to the app, including improved efficiency internally and streamlined communication – but by far the biggest benefit is the enhancement to our customer service.Rachel Stow – MD, Thorneycroft Solicitors
Our main priority is to provide the best client experience throughout what can be a stressful time – buying or selling a house. This app does all that and more!Adam Cheal - MD, Fletcher Longstaff
Here at Sweeney Miller we understand that moving house can be an unnerving prospect and one of life’s more stressful experiences, so we take every step we can to ensure our clients are happy and informed throughout the process. inCase is the perfect solution taking our customer service to the next level.Paul Miller - Managing Partner, Sweeney Miller Law
Integration with our case management system was essential to avoid driving up operational costs within the firm. In fact, these have lowered, with the automated messages we are now able to send clients, updating them on their case within a split second.Sucheet Amin – MD, Aequitas Legal
I was reassured to hear the Apps features worked within the SRA guidelines for client conduct and I felt even more confident about its suitability when I found it was originally developed for a practice with similar beliefs to my own.Bruce Hatton – MD, Hattons Solicitors