Executive Summary
A small law firm is getting a lot of incoming inquiries. Most of these inquiries are dead-ends, but there’s no way to know for sure unless the inquiry is processed first. The firm wants to address this situation, but doesn’t know where to start.
Challenges
A. A small law firm is getting a lot of incoming inquiries. Most of these inquiries are dead-ends, but there’s no way to know for sure unless the inquiry is processed first. The firm wants to address this situation, but doesn’t know where to start.
B. Hot leads get cold fast, but the firm doesn’t have the resources to process all the incoming inquiries fast enough. As a result - they feel like they’re loosing a lot of business.
Objective
Reduce the workload and streamline the inquiry processing.
Solution
1.
A new site is released within a month. The site is optimized to encourage visitors to submit a contact form, instead of calls and emails.
2.
All contact forms are plugged into a marketing automation software, that automatically sends them back a questionnaire based on the subject of their inquiry. All hot leads are engaged immediately. Dead-end leads are automatically filtered out.
3.
Live chat enabled. Our live chat operators encourage visitors to engage with them and answer simple questions, helping navigate the site and everything that doesn't require a law degree. As soon as the visitor wants to make a connection, they ask them a series of prequalifying questions, to see if they're a good fit. Based on that information they filter out dead-ends and pass on the good leads to the firm for further processing.
Results
80
35
The firm admitted, that with less dead-end leads and more meaningful cases, they were able to serve their customers better and improve overall customer satisfaction. As a result, the number of referrals increased.
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