While there are several ways for firms to communicate with clients — social media, email, mail, live chat — one of the trends we’ve seen post-COVID across industries is a strong desire from clients to talk to a real human on the phone. In the legal profession, this can be true to an even greater degree since these calls can often involve emotional or complex issues.
We recently found that 62% of people are spending longer on the phone with businesses than three years ago, and that 76% of customers cite a company not putting their phone number on their website as a major source of irritation. Even if they never use it, clients know they have a way of getting in touch and being able to talk to someone. Further, not seeing a phone number can understandably create trepidation about your brand.
Additionally, almost half of respondents said they would go elsewhere following a poor call, while just over 40% would call back and ask to speak to someone else, and over a third would make the effort to complain to the business.
But the Great Resignation and talent drought that succeeded COVID has also fueled staffing shortages that do not lend themselves to having someone available to pick up the phone any time someone wants to talk. Further, the likelihood of a firm being able to commit an attorney, paralegal or any full-time staffer to this “on call” role does not make good business sense.
