As consumers become more educated through the myriad sources of information available today, they’re also becoming more choosy about the marketing messages they allow into their lives. As a result, it’s increasingly tough for sellers to reach the right buyers. “Consumers seek out the seller when they wish, not the other way around.” — The Keller Center for Research at Baylor University
The fact that sellers of goods and services are relying more and more on consumers reaching out to them means that the quality of your legal intake call center service has a bigger impact than ever on your bottom line. An effective, professional legal answering service includes several important elements to enhance your inbound legal intake sales process.
Live response legal intake
These days, reaching an actual person often comes as a surprise. Consumers have become so conditioned to getting trapped in automated phone system prison that it’s an immediate relief to hear a friendly and professional voice on the other end of the line. Providing a live response makes callers feel good about your business from the moment their call is answered.
Quickly qualifying callers by asking the right questions saves time for both you and the caller. Just as you don’t want to spend a lot of time on customers who aren’t a good fit for your services, most consumers also prefer not to have their time wasted talking at length to someone who isn’t going to be able to provide them with the service they need.
Great customer experience
The customer experience begins before your callers ever pick up the phone. They may have already visited your website, which enticed them to take the next step of calling you. Harvard Business Review notes that “touch points” — those critical times in your sales process when your customers interact with your firm — are important parts of the overall customer experience. Firms that can successfully manage the customer experience enjoy greater revenue and higher customer satisfaction. Implementing an effective legal intake process is an important step in customer experience.
Great first impression
New research reveals that we start forming a first impression based solely on how someone says “hello” on the phone, Smithsonian magazine reports. Tone of voice had a lot to do with how trustworthy callers rated the people on the other end of the line.
When your prospective customers take the initiative to call your firm, what’s their first impression? If you’re using a professional legal intake service, your callers hear a friendly, engaged voice.
Enhancing your inbound sales is all about creating a great experience for your customers. A friendly, live voice on the other end of the line, an efficient qualification process and a great first impression establish trust and begin building a long-term relationship with your customers.
This blog was written by Laurie Leonard, the President of SUITE 1000, a U.S. based national telephone answering service, inbound call center and outsourced call center service. Her company has specialized in handling legal intake, sales leads, email lead response, appointment scheduling, customer service and help desk calls for over 20 years.