Challenge
Law firms face the dual challenge of delivering efficient intake processes while maintaining the personalization that clients value. Today’s clients expect options—some prefer the immediacy of self-service, while others seek the reassurance of live interaction. Intake Engine set out to bridge this gap by seamlessly integrating advanced self-service technology with expert, U.S.-based agent support.
Solution
Intake Engine launched a hybrid platform that integrates a self-service portal with 24/7 live agent support. This solution allows clients to choose their preferred path: submitting information at their convenience through the portal or connecting directly with a trained agent for personalized assistance. Both approaches flow seamlessly into the same system, ensuring consistent data capture and smooth transitions.
A perfect example of this system’s efficiency involved a lead who initially submitted a web form. When our team called to follow up, the client didn’t answer. We then sent a follow-up text with a link to the self-service portal. The client used that link to complete the screening process and sign the retainer. Intake Engine agents followed up with a call to confirm the responses and verify the client’s identity. Within a matter of hours, the signed retainer and client details were transferred to the firm, transforming a missed call into a new client.
Results
The data from a recent campaign underscores the effectiveness of this approach:
- 29% of leads chose to use the self-service portal.
- Of those, 66% signed retainers via the self-service portal, while the remaining 44% signed after speaking with a live agent on the phone.
- This hybrid approach not only improved the client experience but also streamlined lead conversion, enabling firms to maximize their intake opportunities.
Key Takeaways
- Empowering Clients Through Choice: Offering both self-service and U.S based agent-assisted options met clients where they were, increasing satisfaction and engagement.
- Streamlined Efficiency: By leveraging technology for routine tasks, firms reduced delays and ensured high-value cases received immediate attention.
- Seamless Follow-Up: Combining text-based outreach with a user-friendly portal converted missed calls into signed retainers, demonstrating the power of a unified platform.
- High Conversion Rates: The blend of self-service and human interaction proved highly effective, with significant percentages of leads successfully signing retainers.
Moving Forward
This case demonstrates the power of a hybrid intake approach in meeting modern client expectations. By combining cutting-edge technology with empathetic human support, Intake Engine enables law firms to deliver both efficiency and personalization at scale.
Don’t miss the chance to elevate your client experience and streamline your operations. Contact us today and see how Intake Engine can redefine your intake process.
