The Legal Services Communication Report 2019

Competition among law firms is fiercer than ever and poor client experience could be costing you £100,000s.

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Rated out of 5
on Google Reviews

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What happens when a prospect calls your firm?

Enquirers expect a seamless call experience that quickly and efficiently answers their query.

Here's the reality...

Average time spent on hold:
24 seconds

Firms are running the risk of losing valuable leads.

Percentage of calls that went to someone who could help: 51%

Almost half of callers were lest frustrated and likely to go elsewhere. 

91% of callers didn’t receive a follow-up.

Potentially valuable business is being ignored.

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With hundreds of firms available at the click of a mouse or scroll of a smartphone, it’s never been as important for legal service providers to do all they can to differentiate themselves. And, while this may not necessarily be possible in terms of products and advice or vastly different pricing structures, there is one area that firms can stand out – service.

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Our data is already helping firms make significant savings, reduce the number of missed calls and improve reputation.

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“Concert made the transition to their hosted platform easy and trouble-free, with the migration to the platform managed out of hours at weekends to minimise disruption. The benefits to our clients were immediate and our staff are taking advantage of the many assets and the flexibility of the system.”

Ross Carr, Chief Executive, Bakers Personal Injury Solicitors

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Concert’s hosted telephony system saved the major legal firm, Bakers Solicitors, £500 a month, and significantly reduced the number of calls being missed.

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