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Five ways to capture more client leads

22 November 2019 / Claire Smith
Issue: 7865 / Categories: Features , Profession
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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
Robert Taylor of 360 Law Services warns in this week's NLJ that adoption of artificial intelligence (AI) risks entrenching disadvantage for SME law firms, unless tools are tailored to their needs
The Court of Protection has ruled in Macpherson v Sunderland City Council that capacity must be presumed unless clearly rebutted. In this week's NLJ, Sam Karim KC and Sophie Hurst of Kings Chambers dissect the judgment and set out practical guidance for advisers faced with issues relating to retrospective capacity and/or assessments without an examination
Delays and dysfunction continue to mount in the county court, as revealed in a scathing Justice Committee report and under discussion this week by NLJ columnist Professor Dominic Regan of City Law School. Bulk claims—especially from private parking firms—are overwhelming the system, with 8,000 cases filed weekly
Charles Pigott of Mills & Reeve charts the turbulent progress of the Employment Rights Bill through the House of Lords, in this week's NLJ
From oligarchs to cosmetic clinics, strategic lawsuits against public participation (SLAPPs) target journalists, activists and ordinary citizens with intimidating legal tactics. Writing in NLJ this week, Sadie Whittam of Lancaster University explores the weaponisation of litigation to silence critics
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