Tag Archive for: quality assurance

Your Law Firm Needs To Be Using Chatbots

The chances that you’ve never visited a website with a chatbot are very slim. Chatbots are a hot trend right now, and for good reason! They save time, add a higher level of customer service, and save you money. If you’re not using a chatbot on your website right now, read on about why you should be and make your way to the end for step by step instructions on how to actually do so.

Chatbots benefit your clients

Have you ever visited a website and you couldn’t find the specific answer to your question, but you also didn’t have time to make a phone call to the business to ask? Or maybe it was after hours so nobody would answer anyway. Did you move on to another similar company’s website and decide to do business with them instead? I know that would be my next move!

It’s no secret that the world is moving into an “I want it right now” era. Wait times are frustrating and we’re all too busy to waste any time. Why make things harder on your potential or current clients? A chatbot is an easy way to allow them to ask a question, 24/7, and receive an immediate response.

Chatbots are also a great way to make your client feel valued. By offering that level of customer service that gives them instant gratification, they know you mean business and that you will earn theirs!

Chatbots benefit your law firm

Chatbots save you time and money. Plain and simple, you don’t need to pay someone to sit on the other side of a screen to answer FAQs. Instead, allocate that person to other tasks around your firm that only a human can do and allow your chatbot to answer those questions quickly and seamlessly. A one-time investment in this set up pays for itself when you factor in just how many calls or emails a human would have to be paid to answer.

In addition to saving your firm time and money, chatbots gather data and make you more efficient. If you notice a trend of certain frequently asked questions or complaints, you’ll know it’s time to switch something up to make it more clear to the client what they can expect. Forbes adds that, “Tracking responses to common questions asked by an AI generated chatbot, including predicting responses based upon consumer language, [directs] the bot to offer a better product or service to the consumer.”

How do I implement a chatbot?

Our favorite chatbot (and the one we use on our site) is Zoho SalesIQ, so we are going to discuss the steps you would take through a service such as theirs.

  1. Create your account with the chatbot software.
  2. Copy & paste the code snippet for your bot before the body tag on your site. This is much easier than it sounds!
  3. Customize your chatbot’s colors, welcome greeting, and add your logo.
  4. Create different chat departments for live chat, if you choose to implement it. This will ensure messages make it to the team member who is best able to respond.
  5. Set up your canned responses. These are going to be your FAQs that won’t need a human to answer them. You can also add in responses such as “Hold on, please, while I check on that!” that will allow your bot to find the answer and keep the visitor engaged.

Do you have a chatbot on your website?

Have you considered adding one?

Let us know on our social media!

Are You Unstoppable?

March’s Book Brief highlight is Unstoppable by Dave Anderson! This amazing book is all about how your mindset, when coupled with action, can greatly change your performance in your career. Dave Anderson breaks down the 4 different types of employees:

  • The Undertaker: Performance is below baseline, and they achieve nothing meaningful. This can include high achievers who win by violating values.
  • The Caretaker: They do just enough to get by and collect a paycheck.
  • The Playmaker: These people have what it takes to become Game Changers but aren’t quite there yet. Playmakers are more motivated by external factors, excessive affirmation, and personal glory. They have to celebrate every win and are more wrapped up in their own success rather than the success of the team.
  • The Game Changer: They are intrinsically motivated, they do ordinary extraordinary well, and are great cultural fits. They are committed to self -improvement, they want feedback from others, and they don’t see themselves as victims but products of their daily choices and efforts.

Are You A Game Changer?

So clearly, we should all be striving towards being Game Changers, but that can be easier said than done, especially without guidance. Well,

fortunately for us, Unstoppable provides a roadmap to Game Changer status:

  • Start with the “why”. What do you want to do? Do you want to inspire others? Do you want to help others succeed? What motivates you and pushes you? What inspires you?
  • Live life in the zone. Know where you excel and spend time in this zone perfecting those skills. This is called the zone of excellence. You should spend more time in the zone of excellence. When you leave your zone, snap back into it faster.
  • A.P.E– Attitude, Passion, and Enthusiasm. Having a good attitude, passion, and enthusiasm for what you do will determine how well you do it. The more A.P.E you have, the more dedicated you will be.
  • Have mental toughness. Have faith that what you are fighting for is worth every ounce of effort. Faith is what gets you back up when you fall. Faith turns criticism into helpful feedback. It’s what keeps you moving toward your goals!

Being a Game Changer isn’t easy, nothing that involves practicing discipline over your mindset is. But having discipline is what turns unexceptional into extraordinary, and there is no other way we should be living our lives!

Back Office Betties

Quality Assurance: Running An Effective Test Call

Quality Assurance…For some, it’s an unknown term.  For others, they have specific processes in place to help keep tasks functioning properly.  Often quality assurance (QA) is ignored entirely OR once created, it’s never tested afterward.  Which leads to a potentially bigger drawback –you may have created a problem around the ‘quality’ component.

There are many ways to put QA into place but let’s focus on one of the most important processes – the phone calls with your customers!  This is a terrific way to evaluate if your team is providing great customer service.  A customer phone call is usually the initial contact a person will have with your business.

The Call Flow

If you do not have a process in place, the first step is to identify a blueprint of how you want your calls to go.  This can be broken down into various categories based on your business format, however here are a few examples:

  • Team Member Calls
  • Messages
  • New Client Calls
  • Payment
  • Solicitors

After identifying what categories your calls fall into, it is then time to pinpoint the type of information that needs to be collected.  Questions to consider asking when taking calls (be specific for each category you develop):

  • How would you like these calls addressed?
  • How should messages be delivered?
  • Will consultations be schedule for new clients? If so, what information needs to be collected?
  • Will payments be taken over the phone?

Having a checklist for your calls will make it simpler for your team members to understand the process as well as everyone following the same guidelines.

Quality Assurance Scorecard

Once a process has been put in place, a competency check is always in order.  Here are some examples of what to look for on a call:

  1. Did the team member perform the greeting well and was branding used?
  2. Did the team member use the customer’s name at least once throughout the call?
  3. Did the team member adequately address the caller’s needs?
  4. Did the team member collect the correct information to meet the requirements of the type of call?
  5. Did the team member speak clearly and in a friendly tone? Was the experience overall positive for the customer?

Consider constructing a checklist for your team members to follow to make sure they are hitting all bullet points.  Make this accessible for all new and existing team members to follow.  When questions arise, refer to your checklist to make sure they find the answer.  If necessary, make revisions based on the inquiries that are coming up.

Running a Test Call

To be sure your QA is running successfully; scheduling routine test calls is a must.  This will allow for those taking calls to further improve their process, adjusting as necessary.  It will also provide consistency for your team members and your customers calling.  This will also ensure good customer service always, as you are creating a culture of excellence in the workplace.


Back Office Betties