Law firms have to deal with complex paperwork and administrative duties, such as client communications and scheduling. Firms can enlist the services of technological innovations, like customer relationship management (CRM) systems or virtual receptionists, to automate tedious operations that otherwise take several manual hours. Virtual receptionists, in particular, bring more structure and efficiency to the organization, streamline several administrative tasks, and leave space and time for the staff to focus on hands-on cases.
Legal virtual receptionist
Law firms enlist the service of a legal virtual receptionist to ensure that no client inquiry goes unanswered or unsatisfied and calls are effectively converted to clients. In other words, a virtual receptionist is nothing but an AI and automated assistant who performs all the tasks of a traditional in-house receptionist remotely. Apart from answering phone calls, it also schedules appointments, manages client communications, and performs other administrative tasks. Virtual receptionist solutions use advanced technology, which can bring an organized approach to client interaction and communication, making the administrative work uninterrupted and smooth.
Functions of a virtual receptionist for law firms
Handling and routing calls
It offers intelligent call routing, wherein the virtual receptionist first attends to the client and other calls and then transfers them to the right attorney or staff member based on their expertise. These assistants gather information about the caller, including their expectations and queries, match them with the professionals in the firm, and then route the call. This ensures that the client’s responses are handled by the most suitable person in the firm, saving time for the law firms and ensuring effective communication. It also ensures the callers’ time is valued and their queries are appropriately addressed, leading to better client satisfaction.
Scheduling appointments
Virtual receptionists register all the appointments, meetings, and court appearances in the firm’s regular calendar system and then seamlessly access, synchronize, and update the schedules of attorneys, staff, clients, or other parties involved. They eliminate the risk of conflicts, human errors, or double bookings, which are more likely in the case of individuals handling the task. In addition to scheduling, they also offer timely reminders of the appointments via email, text, or even a pop-up during a live chat, which can all be extremely useful during rush hours. One can customize the communication methods according to their preferences.
Accepting payments
An add-on feature in many virtual receptionist software programs is the ability to accept payments through their portal. Clients can pay invoices promptly without navigating to separate portals, which can often lead to a quicker payment turnaround.
Offering transcription services
Legal cases often require clear interpretation and documentation, so precision and accuracy are extremely important. Virtual receptionists can also offer transcription services to record and document important discussions, call interviews, and court proceedings in written form. This ensures that the interviewer can focus solely on the conversation and trust that there will be reliable, error-free, swift, and easy-to-access records of the proceedings for easy reference.
Addressing queries in multiple languages
Not all clients or parties may be proficient in a certain language, and virtual receptionists are equipped to handle other native languages. They are built to translate the communicated language into the preferred language for comprehensive legal assistance. The client, for instance, can speak in Spanish, and the virtual receptionist can respond fluently and engage in meaningful conversation. This multilingual support instantly enhances the client’s overall experience with the firm.
Tips to choose a virtual receptionist
Research well
Before opting for a service, thoroughly research its features, customer satisfaction, and other parameters. The requirements of a virtual receptionist may vary from one legal firm to another. One can seek recommendations from colleagues and industry experts or search online for reviews and testimonials.
Look for customization
Consider a virtual receptionist that allows customization of its features. At times, one may not need features like bilingual customer support or advanced analytics, so ensure that one pays only for the services one will use within the firm.
Prioritize safety
Most law firms have confidential legal recordings and cases that require the utmost data security. So consider investing in a virtual receptionist that provides high levels of data encryption and safety, like the ones that follow standard industry guidelines like GDPR (General Data Protection Regulation) or HIPAA (Health Insurance Portability and Accountability Act of 1996), to protect client data. One way to know their security efficiency is to read reviews and seek opinions from those who have used similar services.
Look into trial periods
Almost all virtual receptionist services provide a trial period for law firms, allowing them to test the efficacy and integration of the technology into their systems and routines. If law firms are unsatisfied with the service, they can opt out of buying it. They should often look for this before signing long-term contracts to use the service.
Consider scalability
A law firm, in practice, should grow in both size and complexity, so it is important to opt for a service that can handle the scalability factor. If the service cannot meet the rising demands of the firm, it may lead to the hassle of hiring and training new employees and even disruptions in client assistance.
Top 5 virtual receptionists for law firms
Alert Communications
It is one of the trusted receptionists in the legal field and interacts with attorneys and clients in the language they understand. It offers 24/7 availability, Spanish and English language proficiency, and other basic features of a virtual receptionist. The pricing depends on the services one opts for.
Nexa
It is more suitable for small firms or individual attorneys and an affordable virtual receptionist offering all the basic features and robust safety. Plans start at just a monthly fee of $200 for 100 voice minutes. One can also evaluate its efficiency with a free plan covering 50 minutes.
LexReception
This virtual answering service offers a notable return on investment with its reasonable plans ranging from $325 to $500 per month. LexReception has no set-up fee and offers free CRM integration.
Smith.ai
It offers software integrations so that the apps within the firm can work together. Prices start at $250, and Smith.ai offers free consultations and 24/7 support.
Posh Virtual Receptionists
This highly customizable virtual receptionist offers 50 minutes of monthly support for as low as $94 and is suitable for small firms.
