38 WWW.LAWYER-MONTHLY.COM | APR 2022 HOW OMNICHANNEL LEGAL SERVICES MEET CLIENTS’ NEEDS POST-PANDEMIC The most critical role of the solicitor is to focus on the legal side of the business. But that does not mean customer service should take a back seat. Law practices can no longer afford to rely on old-school customer service systems in 'the new normal'. In fact, only 56% of practices say they understand the customer journey and have mapped out all their interactions with the customer , with a communications plan for each stage. So, practices should now be looking to take their customer service experience to the next level by investing in technology and digital avenues to ensure they offer an omnichannel service to meet their customer service needs. Ensuring your firm has multiple channels for interacting with clients is now a requirement in 2022. This is because clients now want to communicate through their 'channel of choice' - for example, web chat, form fills, social media posts, Facebook Messenger, WhatsApp, SMS, email and, of course, the phone. When given their 'channel of choice', prospects are more likely to convert into clients. So, linking all these touchpoints to create an omnichannel customer experience can improve your firm's interaction rates and increase clients. So, here is my advice on how law practices can deliver exceptional customer service through the omnichannel experience: 1) Know Your Clients Your client should be at the core of everything you do, so creating the perfect omnichannel experience depends on you understanding what your clients want, as Tim Morris, Partner, Managing Director Cymphony Hall Farm Buildings, The Dovecote, Old Park Rd, Crewe CW1 5UE Tel: +44 0333-800-2829 E: firstname.lastname@example.org www.cymphony.co.uk Demand for exceptional customer services in the legal sector is only growing greater, particularly following the COVID-19 crisis and the dawning of a ‘new normal’. Tim Morris, Managing Director of communications provider Cymphony, gives his tips on providing an omnichannel experience to help practices meet ever-growing customer service demands. How Omnichannel Legal Services Meet Clients’ Needs Post-Pandemic Tim Morris is the MD of Cymphony, a communications provider helping thousands of clients to build customer relationships from the first interaction. Cymphony's vision is to provide an exceptional inbound customer experience for all businesses in the UK.