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CX Expert insight6 Launches Guide to Help Legal Firms Win and Retain More Business

Against the backdrop of an increasingly uncertain time for businesses, insight6, Customer Experience (CX) specialists within the Legal sector, has produced a free downloadable guide to help Law firms win and retain more business to boost profitability in the coming months.

Businesses are potentially facing one of the toughest periods yet. With inflation rates, fuel costs and the cost-of-living crisis forcing customers to tighten their belts; firms are going to have to work harder to secure every pound from new and existing customers.

Toby Offen, insight6 CX Director explained:Today, clients expect more than a job well done. They are prepared to shop around for a business that delivers added value and a superior customer experience. When a business becomes complacent, they run the risk of losing clients to competitors – direct feedback from your clients on an ongoing basis is crucial.”

When it comes to generating new business, how a business handles new enquiries is critical to conversion. A comprehensive study carried out by insight6 across the legal and other professional service industries found that Legal firms in particular struggle to get this initial engagement with potential clients right.

The Professional Services Client Journey Report included 256 companies across the UK and analysed how effectively they handled new enquiries.

Within the legal sector, the report showed 43% of phone calls were not returned, even when the potential new client had left a voicemail. In fact, only 8% of firms bothered to follow up a new customer phone enquiry within the next working week, and where further information had been promised, it did not arrive in 38% of cases.

Toby added: First impressions are so important when it comes to securing new business and our report showed that many legal firms are doing themselves a disservice and potentially losing out on thousands of pounds worth of business.”

Insight6’s guide to winning and retaining more business gives law firms quick and easy tips to immediately improve their handling of new enquiries to boost their conversion rate, as well as more in depth guides to improving CX across the business and driving profitability.

To request your free copy of the Legal Guide – winning and retaining more business – please visit here or contact Toby directly –

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Sarah Irving

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