Moneypenny diversifies with new Live Chat service


New Live Chat service now available from Moneypenny

Moneypenny, the leading outsourced communications provider for the legal industry, is further expanding its business with the launch of its new Live Chat service.

Available 24/7 on either a fully outsourced basis, or as overflow support, the service enables customers to instantly converse with a real person using Live Chat software on Moneypenny clients’ websites as an alternative to a phone call.

Joanna Swash, managing director of Moneypenny, said: “We are very excited about the launch of Live Chat. It gives customers another route to communicate with businesses as not everyone wants to call all of the time. It is also excellent for customer service and will increase the number of enquiries generated for our clients. Moneypenny is a great example of this, as we recently launched Live Chat on and it has already increased our enquiries by 30%.”

Endorsed by the Law Society, Moneypenny already answers around two million legal calls a year for over 900 law firms of all shapes and sizes across the UK, either on an overflow or fully outsourced basis. The company expects interest in its Live Chat service from law firms to significantly increase in the upcoming months.

Claire Smith, head of business development at Moneypenny, said: “Delivering excellent service is an ongoing priority for law firms, and increasingly conversations with our legal clients involve how they can capture more enquires. Firms know all too well that to stay ahead of the competition, they must offer a customer service platform people want to use; one of convenience and handled by professional and friendly people. We’ve no doubt that Live Chat will benefit firms of all sizes in improving their customer service.”

New research commissioned by Moneypenny shows that only 29% of small businesses in the UK are currently using Live Chat. Also, almost 50% of small businesses would consider using Live Chat but their main concern is that they do not have the time to manage it efficiently.

Joanna added: “Our key strength is that we really understand what our clients need, this combined with our unique out-of-hours and overflow service, for when clients are at lunch or in meetings, is already proving very popular. By looking after some or all chats exactly as if based in their office, clients see immediate results in sales and service levels.”

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