How We Use CoreMatter To Support Our Clients
From personalized service to firm-wide involvement, these examples of good client service go further than the average law firm, thanks to visionary partners, piece-by-piece quality matter handling, and a robust legal technology provided by CoreMatter. We explore why and how we manage client servicing with CoreMatter in this article.
Firstly why would we use CoreMatter for client servicing?
“We see our customers as guests to a party, and we are the hosts. It’s our job to make the customer experience a little bit better.” – Jeff Bezos, Founder Amazon.
We know what Jeff Bezos meant. When clients have an issue or need help, they want to talk to someone immediately. There are many options to reaching the law firm – a support email, calling via a phone, or even WhatsApping a message. However, we live in the age of Now, it is no wonder that CoreMatter has become the solution for new and established law firms in the industry.
CoreMatter for Client Service and Support
Law firms choose CoreMatter to provide support because they want to cultivate a relationship with the client that wouldn’t feel as cold as logging a chatbot ticket.
There are two benefits to client servicing done through CoreMatter: excellent response time and convenience for both you and the client.
Let’s take deep dive into how CoreMatter can help.
Configuring Client Service Support
When using CoreMatter for client servicing, consider your conversational style and how you want to talk to the client. Next, determine how you will tactically configure client servicing support on CoreMatter via
- Memo
- Matter Workspace
- Activities
There are a few ways to think about this. Firstly, observe your client and learn how they organize their conversations. Next, get your team onboard and configure CoreMatter accordingly:
Memo: Create a client profile with likes, dislikes, a summary of the matter, and the latest updates. Invite the Partner, solicitor, or support staff from the client service team. It keeps things organized, and the team empowered with knowledge on how to satisfy the client.
Matter workspace: Keep up to date via the Matter workspace so that you and your support staff can have an overall view of the matter’s progress to provide updates and personalized service for your client.
Activities: Go deep into all activities related to the matter to ensure alignment with your plan. Formulate minimum expectations to follow procedures when meeting the client online or how voice messages are updated when partners are out of the office.
Set Standards for Handling Clients
When CoreMatter is the primary funnel for client service support, keep it more conversation than a regular client written correspondence. When this mindset is in place, clients feel supported rather than being just another service number to be tackled.
Here are a few things to think about:
Centralize an owner for each communication platform. Without accountability, client communication can easily get lost. For emails, calls, WhatsApp messages, or tweets, centralize the contact point during a specific time to ensure all communication is handled during a particular time frame.
Regularly sweep through your communication channels. If you have many channels to communicate with your clients, you will need to set up automation to answer your client and notify the proper support staff. Otherwise, regularly check every platform for requests.
Setting Priorities Right. Sometimes it can be challenging to keep tabs on what is crucial, urgent, or trailing behind. Support staff can leverage CoreMatter, but they would need a prioritization framework that can be like the following:
- Emergency or emotional-based severe requests: support staff is to tackle heavy demands first.
- First-come, first-served: support staff is to handle older requests firsts before others.
- Account type: support staff prioritizes based on account types like VIPs, Business, or Pro-Bono.
A combination of the above is best. You can base it on the complexity of the cases you handle and iterate on your prioritization formula as you grow your law firm.
Reward High-Performance Client Servicing
You could have the system and structure in place for excellent response time, but you would still need to encourage your staff to go that extra mile. Here is where compensation, reward, and benefit can help the culture-shift needle to move positively.
As a law firm leader, consider a bonus structure for your support staff. Be transparent and deliberate on how rewards are doled out as part of good client service. You can use the Disbursement and Payment Voucher module on CoreMatter at your discretion – depending on the level of client service reward you want to give to your support staff.
Continuous Improvement
Engage your entire law firm to keep the spirit of continuous improvement lively. Extraordinary law firms empower their employees by giving them the authority to make suggestions for improvements in client servicing. It could be in the form of a suggestion box or an open invitation by the Partner to all employees to write-in their thoughts for improvement. It should be made clear that all suggestions will not lead to punishment, even if there are sub-standard service reports. The idea is to allow the finer details of the firm’s service standards to be addressed.
Set yourself up for success
If you currently do not have any legal tech for your firm, consider CoreMatter’s Cloud Legal Practice Management and Accounting & Billing System. Besides keeping your books in order, CoreMatter’s Legal Practice Management system is an excellent tool to support excellent client servicing.
At a fee of only USD29.99 per user/ month, CoreMatter’s price and service are an attractive solution for law firms who want to go digital fast without a large investment.
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If you schedule a demonstration now, you will receive one (1) month of usage free upon the service activation. Just click on https://corematter.biz/signup/ to sign up.
