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Transcript6 lines
- [00:00]
Law Firm Technology Expert
We as a society have gotten used to listen to the following menu closely because the options have changed. We've adopted that. And then you got to listen. And I count on my fingers to remember which button I'm supposed to press. Or I've been calling my dentist and they say, call us back at this phone number, extension 400. But when I call them, the answering machine says, press 1 for this office, 2 for this office, 3 for this. I don't know which office it is.
- [00:25]
Impatient Caller
Or do you do the thing like, because I'm super impatient. It's like as soon as I get that, I'm like pressing zero, pressing 900%, trying to figure out how to scale. Skip it.
- [00:33]
Law Firm Technology Expert
So that's right now we are in a world where you've got two types of people, two types of callers. One is the people that say, I just want my mat. I want to know that I've called the right place and I've taken the right next step. And these people can help me. And a voice agent can do that more consistently during more hours than any human being can. But then you've got the other group of callers that says, I don't want to pump my own gas, I don't want to do self checkout, and I want to talk to a human being when I call a law firm. Well, great. You build a system that has that. So when somebody. This thing is super friendly. I actually just got an email from one of our clients that said, I can't believe how much empathy it expressed. It's a freaking computer. But you get those people that say, operator, operator, operator, they won't answer questions. So fine, we transfer them to a friendly, smiling, helpful human being who can help them out. So we're not eliminating receptionists, we're not firing these people.
- [01:25]
Podcast Host
But.
- [01:26]
Law Firm Technology Expert
But we are handling 75 to 90% of our calls without a human being having to get involved. And especially with law firms, I think a lot of these companies that do this market to PI firms because they spend the most on advertising. We're working with an estate planning firm right now, seven offices. Their receptionist is responsible for seating the people in the conference room to sign their wills and their trusts and their estate planning documents. Okay. Very high impact moment for these clients. Some of the most important documents that they're ever going to sign. And this woman who seats these, these clients and says, can I get you coffee and sit right here. And the attorney will be right in. This woman answers 2,000 phone calls per month, which is 100 per working day. Which is something like one every 12 minutes. So how does she provide a great client experience for these clients when a new lead is calling, or my favorite one, your Google business listing is about to expire, or some salesman or some garbage call. How does she provide a great client experience for these clients answering 2000 phone calls a month? She can't do it. So we've now relieved her of that burden. We actually have a bet going on in our office right now of, of the 2000. What are we going to get the number down to for her? I said 500, but Rebecca, who's helping me build this stuff, thinks 100 phone calls is what this woman's actually going to have to answer now. Which is crazy, because now she can go be a human being and she can have relationships with these clients and she can do these things that improve the business and bring in more referrals and lead to happier clients.
- [03:01]
Podcast Host
The law Firm Marketing Minute is brought to you by Spotlight Marketing and Branding, where we help solo and small law firms get more clients and better clients. If you want more details, visit growmylawfirmfast.com.