An answering service offers numerous benefits to your personal injury law firm. You will get more leads, which will result in more conversions. You will be able to respond to your clients’ queries much more quickly. As a result, your personal injury law firm will grow spontaneously.
This blog will explain why an answering service is essential to your personal injury law firm. We will also highlight what you should consider when choosing an answering service for your personal injury law firm.
Why Do You Need an Answering Service for Your Personal Injury Law Firm?
As earlier stated, an answering service offers numerous benefits to your personal injury law firm. As a business owner, you may find it difficult to answer all incoming calls to your business. An answering service can do it for you.
This way, none of your existing or potential clients will get stuck in voice mail. Also, you will be able to respond to each of your existing or potential clients’ queries. This will result in more leads and greater customer satisfaction.
Besides answering incoming calls, an answering service can take your clients’ messages and forward them to you. An answering service can also dispatch important calls, so you do not miss out on anything.
An answering service will make you more productive. You will be able to concentrate on growing your business. This is because you will not waste time responding to each and every incoming call to your business.
What’s more, if you opt for a 24/7 answering service, your existing or potential clients will be able to reach out to you at any time of the day. This way, you will not miss out on leads or fail to respond to your client’s queries.
All in all, your personal injury law firm needs an answering service to handle a large volume of incoming calls, provide professional and personalized customer service, and improve customer satisfaction. An answering service will also increase your efficiency and productivity and ensure business continuity outside of regular business hours. It will also help your business appear more established and credible by providing a dedicated phone line and receptionist.
How Do Answering Services Work?
When your business is closed or when you just find it difficult to answer your calls, an answering service will receive calls on your behalf. In such cases, when anyone calls your business telephone number:
- The call will be automatically rerouted to your answering service.
- A trained customer care service agent at the answering service will receive the call.
- Depending on what the caller needs, the customer care service agent will answer the questions asked, take messages, or transfer them to you.
As a rule of thumb, the customer care service agents at the answering service should be well-versed in your business. This way, they can respond to your clients’ calls easily and efficiently.
Although there are many answering services in Los Angeles, only a select few may be suitable for your personal injury law firm. Different answering services cater to different businesses, including but not limited to legal, medical, insurance, finance, and home improvement.
If you are in the personal injury law firm, you should choose an answering service with expertise and experience in the home improvement industry. This way, the customer care service agents at the answering service will blend easily with your staff members.
During onboarding, your chosen answering service will strive to understand more about your business. This will enable their customer care service agents to guide your clients more easily and efficiently, just like your staff members.
Types of Answering Services Suitable for your Personal Injury Law Firm
There are different types of answering services that may be suitable for your personal injury law firm, such as the following:
- Live answering service — This is an answering service where live customer care service agents answer incoming calls to your business.
- Automated answering service — This is an automated system that answers calls and provides pre-recorded messages or options for your clients to select.
- Hybrid answering service — This is a combination of both live and automated answering services. Here, live customer care service agents handle more complex calls, while automated systems handle simpler ones.
- Virtual answering service — This is an answering service where trained professionals work remotely to answer calls and assist your clients.
- Call center answering service — This is an answering service where a team of customer care service agents works in a call center to answer client calls and provide support.
- Overflow answering service — This is a service where calls are automatically forwarded to an answering service when your business phone lines are busy or overloaded.
- After-hours answering service — This service handles calls after regular business hours when businesses may not have staff available to answer calls.
You can choose a combination of these services for your business. For instance, you can opt for a call center answering service that provides overflow and after-hours services.
What are the Features of Answering Services?
You may think that the only feature of answering services is the ability to receive and forward calls and take messages. This is not true. Answering services have other amazing features that can help you scale your personal injury law firm, such as:
- Online portal.
- Message delivery.
- Appointment scheduling.
- Emergency dispatching.
Below, we discuss each of these features:
An answering service can give you crucial information about your business through an online portal. This way, you will be able to discern the growth rate and scalability of your business.
For instance, you will know how many calls you get monthly through an online portal. You will also know when you most likely get these calls and their nature. This information can help you revamp your business’s marketing strategy and improve how you serve your clients.
As a result, your business will grow much more quickly. You can easily access this information via a single click on a website dashboard or other comprehensive reports from your answering service provider.
Through the answering service platform, you will be able to retrieve messages as well as update and view contact information. This information can be invaluable to your business.
Remember, an answering service can take messages on your behalf. As a business owner, you can decide how to retrieve these messages.
For instance, you can opt for a voicemail box, where prospects and existing clients can leave messages to you directly or your staff members. You can also allow your staff members to access these messages directly via a portal.
You may also have the option of receiving these messages directly to your email or phone. The bottom line is that it is up to you to choose how you will receive these messages.
Additionally, some answering services may give you the option of having your calls recorded. This way, you can judge your effectiveness in client care and management and make the necessary adjustments.
Imagine losing a potential client to your competitors simply because you did not answer their call. An answering service can help you eliminate this risk.
The call center agents at the answering service can book appointments on your behalf. You will access the details of these appointments through the report system of the answering service. You will know how many bookings you have received, and you can follow up on them.
A client may require your services urgently. For instance, a prospect may want your personal injury law firm services urgently since he or she intends to host a party in the next three days.
In such cases, the answering service will inform you or your designated staff member about the urgency of the service needed. This way, you will not risk losing any prospects.
What to Consider When Choosing an Answering Service for your Personal Injury Law Firm
As earlier stated, there are numerous answering services out there. Choosing the ideal one for your personal injury law firm may be challenging.
Do not just settle on a specific answering service without exploring it from all angles and analyzing how it can be helpful to your business. Below, we discuss the factors you must consider when choosing an answering service for your personal injury law firm:
The goal is to make sure that your business is always open. This is why you should opt for an answering service with 24/7 availability. Whether it is day or night or a weekend or public holiday, prospects and clients should be able to contact your business.
An answering service with 24/7 availability will help you improve client satisfaction since existing clients will be able to get in touch with you at any time of the day. Additionally, your sales will increase since you will not miss out on prospects who call in the after-hours.
The professionalism of the Call Centre Agents
An answering service represents your company. You should choose an answering service that has professional call center agents. The call center agents at your answering service should behave like your staff members.
They should be polite during calls, strive to answer all queries in the best possible manner, and put your client's interests first. Non-professional call center agents can tarnish the reputation of your business, making it crumble.
One way of assessing the professionalism of call center agents at answering services is to look out for reviews of these services from other business owners. Also, look for an answering service with experience working with other personal injury law firms.
Personalized Call Experience
You need to ensure continuity between your business and the answering service. When prospects or clients call, they should feel like they are still talking to your business, even if an answering service receives the calls.
Your clients appreciate loyalty. They will definitely feel not valued if you opt for a generic answering service that treats each business the same way. Of course, receiving all calls is important, but personalizing each of these calls results in a greater value to your business.
Your client should not feel like just a number. Opt for an answering service that strives to offer a personalized call experience. Your client or prospect should be unable to tell whether he or she is speaking to your staff member or a call center agent at an answering service.
Security of the Answering Service
Choose an answering service that is secure and compliant with all relevant regulations. You do not want to put your business at risk by choosing a non-secure service.
Ensure the answering service you have chosen is licensed. Also, be cautious that the answering service keeps your clients’ sensitive information confidential.
What are the Benefits of an Answering Service to your Personal Injury Law Firm?
In a nutshell, here is how an answering service can benefit your personal injury law firm:
- Fast-track the growth of your business — An answering service will help you scale your business. This is because you will not miss out on new prospects who call your business.
- Improved customer service — An answering service ensures that calls are always answered promptly and professionally, even outside of regular business hours. This can lead to increased customer satisfaction and loyalty.
- Cost-effective — Hiring a full-time receptionist can be expensive. Using an answering service can save money while still providing professional service.
- Increased productivity — By freeing up staff from answering phone calls, they can focus on other tasks, increasing overall productivity.
- Greater flexibility — With an answering service, businesses can answer calls 24/7 without hiring additional staff. This allows for greater flexibility in terms of scheduling and staffing.
- Reduced stress — With an answering service handling calls, business owners and employees can reduce stress and enjoy peace of mind knowing that their calls are being answered professionally.
Find a Personal Injury Law Firm Answering Service Near Me
You should opt for an answering service if you would like to scale your personal injury law firm. An answering service offers numerous benefits to your business that can help it grow quickly.
With an answering service, you will enjoy peace of mind knowing that someone else handles all your calls professionally. You and your staff can focus on other productive tasks while the answering service takes care of your calls.