Number of law firms using Live Chat has risen 38% in six months

MoneypennyNew research from Moneypenny has revealed that it has seen a 38% increase in the number of law firms using Live Chat over the past six months.

The legal sector’s leading outsourced communications provider, Moneypenny says the communication tool is growing in popularity as companies continue to be ‘always on’ for their customers. In addition, the research shows that 37% of live chats take place out of office hours and 16% take place at weekends, with many of the company’s legal clients seeing this additional communication channel generate additional business into their firm.

In total, more than 41% of chats to legal firms are new business enquiries, with the most popular enquiries relating to Property, Private Client and Employment Law. Live Chat also has the highest satisfaction levels of any customer service channel at 74%, compared to 61% for email and 44% for phone.

Moneypenny has a dedicated live chat team who are able to offer businesses a complete live chat service or simply mange overflow or out of hours enquiries. The Live Chat service combines gold-standard software with the support of real people in the background to ensure no chat goes unanswered and that each visitor receives exceptional service.

Reta Madgin, Marketing Manager for Farleys Solicitors, explains how the firm uses Live Chat and the difference it has made: “Any chats our central team can’t get to during the day, and all chats out of hours and at weekends, are now handled by Moneypenny. Their receptionists are all knowledgeable about the legal industry, so our messages are always directed to the right people or dealt with there and then, freeing up our staff’s valuable time.”

Reta continued: “It’s the human touch that is the greatest benefit of Moneypenny; our clients are chatting with real people and not a bot. Not only have we seen an increase in leads due to our extended opening hours, particularly over the holidays where we managed to secure solid deals with Moneypenny’s support, but the quality of enquiries has been second to none.”

To help businesses decide on whether live chat is for them, Moneypenny has launched a new Live Chat calculator tool to show how it could help.

Claire Smith, Head of Business Development for Moneypenny, commented: “The law firms we work with are finding it’s no longer enough to have just a website, they need to provide a means of immediate communication for their customers, so live chat is proving an increasingly important part of their communications armoury. Our new live chat calculator can give a business reassurance that it will be worth using this flexible communication tool.”

Moneypenny supports over 950 law firms – from sole practitioners to Magic Circle law firms – with switchboard ‘overflow’ support, fully outsourced reception facilities, Live Chat, Digital Switchboard and Business Continuity.

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Associate News is provided by Legal Futures Associates.
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