Moneypenny creates dedicated legal Live Chat team to meet demand

As the world’s leading provider of outsourced communications, Moneypenny has created a dedicated legal live chat team. The team has been created in order to meet rising demand for live chat among the UK’s legal profession.

Currently, we provide telephone answering and live chat services to more than 950 UK legal firms, including 65 of the Top 200 – with predictions to extend the share of the market with our new, dedicated team of legal PAs.

Over the last 12 months, Moneypenny has experienced a 115% increase [1] in the number of UK law firms adding our Live Chat service to their websites. The increase comes as firms realise the benefit of handling customer enquiries in real-time and using their websites to generate and convert leads.

Ella Nelson, Business Development Manager at Moneypenny said: “Law firms are becoming much savvier about the importance of offering digital channels for customers and the need to respond outside of traditional office hours.

“They are also recognising how potentially lucrative it can be, as 57% [2] of the legal live chats we handle are actionable new business enquiries and 22% [3] are during weekends and after standard business hours. Live chat is a must-have in legal client care and business development.

Ella added: “One of our key strengths is that we thoroughly understand our law firm clients’ needs, which is why we have created a dedicated team of PAs to solely manage the Live Chat for firms – just as we do with our Legal Telephone Answering team – either some or all of the time. With their experience and extensive sector knowledge, we offer a specialist and responsive service to meet the growing requirements of this sector.”

Amy Seppman, Marketing Manager at JCP Solicitors who uses Moneypenny Live Chat on its website, said: “We’ve really noticed an uplift in the number of new business leads since installing Live Chat on our website. Not only is it convenient, but it gives confidence to our prospects and clients knowing that there are people who are available and have the time to talk.”

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[1] Compared to the same period in 2018

[2] Moneypenny data

[3] Moneypenny data