While the pandemic has created great uncertainty, your clients will still expect exceptional service when they interact with you. Agile customer service is one of the hottest business trends. Early adopters have achieved superior performance gains and empowered their teams to become more engaged in the process. As law firms adapt to survive during the pandemic and beyond, an agile customer service model can take your business from strength to strength.
Introducing Agile Customer Service
Agile processes are used across all industries as a way to improve the experience and result for the customer. For example, in technology, agile software development allows for the development, testing and user experience stages of the cycle to occur concurrently. It enables a speedier production cycle and a faster roll-out of the finished product.
At the heart of all agile working strategies is the customer. By making your internal processes more efficient, you’re ultimately providing a more positive experience for your clients. This is essential in keeping them satisfied and retaining their business in the long-term.
First Call Resolution Rates
Often, when a client interacts with a business, they do so by placing a call or raising a ticket with a customer service team. Being passed around from department to department with no-one keen to resolve the problem is a common customer complaint.
Research by McKinsey highlights that many organisations struggle to achieve more than a 40% first-call resolution rate. By building more cross-functional and agile customer service teams, McKinsey estimates that you can increase this low score to a phenomenal 95% first-call resolution rate. It would significantly decrease the chance of a negative experience for your client, or the potential for multiple handoffs as part of their service journey.
Global telecommunications giant, T-Mobile, were able to reduce their customer transfer rate by 70% because of agile customer service adoption. The great news is that it’s easy for law firms to take advantage of a more streamlined approach to internal operations too.
Cloud-Based Agile Customer Service Contact Centres
The pandemic may have changed the distribution of your customer service team, with some of your workforce office-based, while others will work remotely from home. With cloud-based solutions, clients won’t know where your staff are working from. Similarly, your law firm will gain by implementing omnichannel operations, including voice and digital communication tools, for maximum convenience for your clients.
If you adopt an omnichannel approach, any information previously given by your customers should be accessible to anyone who speaks to them. For example, if they fill in an online form and then phone your call centre, whoever answers the phone should be able to see the form. Customers won’t then be frustrated by having to repeat themselves, and customer satisfaction rates will increase.
Insights to Improve Customer Experience
Does your law firm use machine learning? It is an essential arm of the agile customer service model. AI can deliver insights, not just on how efficiently your employees are working, but also on how the changing needs of your clients. Using a data-driven approach to enhance CX will enable you to identify patterns and trends and pinpoint the root cause of problems so you can quickly fix them.
If you would like your law firm to stay one step ahead of the competition, then it’s essential to keep investing in the satisfaction of your clients with an agile customer service model.
City Business Solutions are experts in providing outsourced management solutions to streamline your operations and deliver a more efficient service for your clients. Contact us today on 0203 355 7334 to book a FREE consultation with our team.