The UK’s leading outsourcing communications provider, Moneypenny is celebrating a decade of supporting law firms.
In 2008 the award-winning company created its first team of legal receptionists to solely answer calls on behalf of legal practices.
Claire Smith, head of business development for Moneypenny, said: “We’re thrilled to have reached this special milestone and, 10 years on, are working more closely than ever with the sector to deliver innovative services for law firms of all shapes and sizes. The initial demand which drove the decision to offer specialist support for the legal world has continued to grow year-on-year with our legal receptionists now answering in excess of two million calls and live chats every year.”
Over 950 law firms – from sole practitioners to top 200 law firms – rely on Moneypenny for switchboard ‘overflow’ support, fully outsourced reception facilities, Live Chat, Digital Switchboard or Business Continuity.
Claire explained: “We work with our legal clients to identify their pain points and create a tailored solution based on their needs. There is no ‘one size fits all’ answer and often they have numerous communication issues which they need support with. In terms of high value calls, for instance, the majority of law firms will opt to use a Moneypenny receptionist – or a team of receptionists – who answer calls as if sat at their front desk. A growing number though are now combining this with Digital Switchboard, our intelligent speech recognition product developed with IBM Watson, in order to reduce high call volumes and create a more cost effective solution.”
Last September, Moneypenny expanded its range of services with the launch of Live Chat. The product enables law firms to instantly communicate with visitors on their website. Available 24/7 on either a fully outsourced basis, or as overflow support, Moneypenny’s Live Chat team will answer and respond to chats on clients’ behalf, just as they do with calls.
Claire continued: “Consumers are increasingly expecting to be able to chat to companies online and have a response to their enquiry in real-time. Live Chat presents a huge opportunity for law firms to maximise the ROI on their website and convert even more browsers into customers. Recent analysis of our data found that 40% of live chats are a new enquiry for law firms.”
In addition, Moneypenny is continuing to invest heavily in developing the range of services it provides to the legal sector and is seeing a consistent rise in the number of law firms seeking outsourced support to manage their communications. “These are exciting times for our legal teams,” Claire added, “and after a busy start to quarter one we are anticipating this to continue. Over the past year we have significantly expanded the services we offer with much more planned for the coming months. As ever we are in close contact with industry experts and since moving on from our partnership with the Law Society, we are delighted to be working with a number of new partners including regional law societies and legal networks. It’s extremely important for us to be an integral part of the wider legal conversation in order to generate business solutions that really work for the sector.”
Moneypenny is the UK’s leading outsourced communications provider and answers in excess of 13 million calls and live chats for 13,000 clients every year.