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22 November 2019 / Claire Smith
Issue: 7865 / Categories: Features , Profession
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Five ways to capture more client leads

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The legal services market is highly competitive and the proliferation of new technology is overhauling how law firms deliver value and how clients buy legal services

The legal services market is highly competitive and the proliferation of new technology is overhauling how law firms deliver value and how clients buy legal services. Consequently, customer service is a hot topic.

Today’s clients demand faster, more transparent and more human experiences. Plus, they are well informed, and less loyal too. Faced with this new set of client needs, firms have an opportunity to rethink how they shape the client experience and show themselves to be relevant. Telephone answering and live chat services are part of the solution, as they help firms to improve client care and capitalise on new leads. Claire Smith, Head of Business Development at Moneypenny, which provides telephone answering and live chat services to more than 950 legal practices across the UK, including more than 60 of the Top 200, shares her top tips to never miss a

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NEWS
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NLJ this week: Tightening the screws on JCT terminations
The Supreme Court has delivered a decisive ruling on termination under the JCT Design & Build form. Writing in NLJ this week, Andrew Singer KC and Jonathan Ward, of Kings Chambers, analyse Providence Building Services v Hexagon Housing Association [2026] UKSC 1, which restores the first-instance decision and curbs contractors’ termination rights for repeated late payment
NLJ this week: Old rules, fresh warnings in employment law
Secondments, disciplinary procedures and appeal chaos all feature in a quartet of recent rulings. Writing in NLJ this week, Ian Smith, barrister and emeritus professor of employment law at UEA, examines how established principles are being tested in modern disputes
NLJ this week: The rise of the ‘ChatGPT client’ rattles the profession
The AI revolution is no longer a distant murmur—it’s at the client’s desk. Writing in NLJ this week, Peter Ambrose, CEO of The Partnership and Legalito, warns that the ‘AI chickens’ have ‘come home to roost’, transforming not just legal practice but the lawyer–client relationship itself
NLJ this week: Surrogacy children caught in succession gap
A High Court ruling involving the Longleat estate has exposed the fault line between modern family building and historic trust drafting. Writing in NLJ this week, Charlotte Coyle, director and family law expert at Freeths, examines Cator v Thynn [2026] EWHC 209 (Ch), where trustees sought approval to modernise trusts that retain pre-1970 definitions of ‘child’, ‘grandchild’ and ‘issue’
NLJ this week: Online safety law at a crossroads
Fresh proposals to criminalise ‘nudification’ apps, prioritise cyberflashing and non-consensual intimate images, and even ban under-16s from social media have reignited debate over whether the Online Safety Act 2023 (OSA 2023) is fit for purpose. Writing in NLJ this week, Alexander Brown, head of technology, media and telecommunications, and Alexandra Webster, managing associate, Simmons & Simmons, caution against reactive law-making that could undermine the Act’s ‘risk-based and outcomes-focused’ design
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