The Best Call Center Software for Law Firms: 4 Must-Haves

Your law firm has a call center, and it’s time to shop for new call center software. But what are the must-have’s  for a law firm’s call center software?
In this video, I cover 4 call center software features your company must-have.

Which contact center software vendors should your company quote? Ask me today.

About Me

Mike Smith has been helping companies select the best telecom, WAN, security, and cloud services since 1999. He founded AeroCom in 2003, and has been the recipient of numerous business telecommunications industry awards, including being recognized as one of the top 40 business people in tech-heavy Orange County, CA. Follow Mike on YouTube, LinkedIn, Reddit and SpiceWorks.

Transcript

Your law firm is in the market for a new phone system and call center software. Well, what are the must haves for call center software for a law firm specifically? My name is Mike Smith. I’m the president of. Come. Let’s put our heads together on this.

My Recommendations

But first, if you’d like a shortcut, and you just like me to give you recommendations on the best call center software vendors, your firm should quote, reach out, send me an email or give me a call (714.593.0011). It’s absolutely free to work with me so there’s no excuse not to do it. And I’ve been doing this for over 20 years. So based on your company’s requirements, I can tell you which call center software vendors your company should be quoting, and I’ll introduce you to them. Make sure you get the best pricing on them. And overall, just join the thousands of other companies that have used me to help their company make a lot better decision in a fraction of the time. So do that today. All right. Also, don’t forget to subscribe to my YouTube channel so you don’t miss any of my weekly videos that I put out. And go check out our website Aerocominc.com. We spent a lot of money on the website. You can compare service providers. You can filter them by feature. You can write reviews on them. You can leave reviews on them. You can watch videos on them. All kinds of cool stuff. Go check it out

What are the 4 must-haves for a law firm?

All right. As I said earlier, I’ve been working in this industry over 20 years and selling phone system software dial tone, call center software, all kinds of cloud applications. And I’ve worked with a lot of law firms over the years. And although every law firm is a little bit different, obviously there’s obviously some or there’s definitely some similarities to the way calls flow within a lot of law firms. So if you’re a law firm and you’re getting a lot of calls today and you have a call center, I bet you have a setup similar to this. You probably have a group of people called an intake group that answers all the incoming calls, and they’re basically screening the calls to see if your law firm is a good fit for them. And if it is not a good fit, the call ends. If it is a good fit, they’re transferring it to a paralegal or a lawyer who can help them further, who can go dive deeper after their specific case. Okay. So something like that. Or you have existing customers all calling in and they’re coming in to check. But no matter what, intake is taking a lot of calls. And intake is probably transferring a lot of calls.

So what are the four must haves for a law firm when it comes to call center software? Well, in my opinion, these are the four.

1. Integration with you case/practice management software

Number one is integration with your case management or practice software such as Clio, MerusCase, CloudLex, CasePeer, several others. And by integration, there’s a few features that are important.

Number one is screen pops. So as the call arrives, or maybe a millisecond or so before the call arrives, the person that an intake gets a pop up on their screen, seeing who’s calling in. If that person has called in before they’re there, automatically their case will pop up there. Their client record will pop up if they have it called in before then, it’ll start a new case for you already so you can make it easier. You don’t have to eliminates a couple clicks.

Also, you want to have the software automatically create a call summary and input that into your case management software. So that’s obviously going to save a lot of time. So I can read the call. Critical summary automatically input it into your case management software. So it’s going to allow your agents and intake to answer more calls because they’re going to spend less time typing that summary up.

And lastly it’s going to record all the logs of all the activity taking place. So it’s automatically that integration is going to automatically record every single time a customer calls in. Or maybe web chats in or emails, any type of activity that that customer has or that client has with your law firm, it’s going to record it. So it’s recorded all in one place.

2. Omni-Channel

The second must have is omnichannel queuing. what that is, is that’s the ability for your call center software to handle more than just phone calls. It will handle phone calls. It’ll handle web chats. It’ll handle email. It’ll handle text messaging. It’ll even handle social media and things like WhatsApp if needed. So it’ll put that all under one umbrella. And why that’s important is because those folks that intake, it’s completely visible. If they’re on a call, obviously they can’t handle a web chat right now. So it’s going to take that web chat and assign it to somebody else. But because it’s on the same platform, it can see things like that. It can see that that this other person is handling two web chats right now. So it’s not going to send them a call or it’s going to see that they have three text messages, but they can take a live call because text messages don’t have to be as an immediate response, like web chat or like maybe they have three social media, things that have been assigned to them, or they can take a call.

Presence is visible to other agents

So because it’s all under the same platform, there’s visibility on the workload each individual agent and intake has and it can distribute depending on how you want that preference set up. So you can determine how many calls someone can take simultaneously, or web chat versus calls and all that good stuff. You can set that up, but it’s just much more efficient for work that way. And your customers are wanting to reach out to your law firm. Your clients are trying to reach out in different ways, not just on the phone. They’re like, hey, it’d be great if I could webchat you or text you. Well, this allows you to let them communicate with your firm. The way they prefer. And it allows you to be efficient with that as well and manage all that communication. Be able to see. Are we returning emails in the amount of time I want them returned or we returning web chats? The amount I want them return all on the same application.

Multi-Language Webchat

Another must have is multilingual web chat so that customers can web chat in and they can, you know, maybe don’t speak English, maybe speak Vietnamese or Spanish or whatever language your clients are calling in. Speaking. It’ll allow them to do automatic translation in that language. You can all take it a step further and do live io iko iko iko translation for different languages as well. But a lot of times with law firms, I’ve had them tell me our clients sometimes only speak Spanish or they’ll only speak Vietnamese, or they’re always speak, you know, Mandarin. So different languages, law firms handle a lot of different languages because all types of cultures are coming in needing a lawyer. So that’s definitely something that I would say is a must have for law firms.

Agentic AI for Voice & Webchat

And the last must have I would say is a genetic I bought is an a genetic. I bought for voice calls and web chat. So what that is, that’s just a bot that can answer simple questions for existing customers. Calling in get them the right information fast. So I’m sure there’s a lot of customers that are calling into your law firm right now. A lot of clients who are asking very simple questions that are taking up a lot of the intake cruise times, the intake agents are taking all this time to answer a very simple questions, or maybe transfer calls that can be transferred a lot easier, but they’re having to manually do it with a live person when that could easily be done with an agent. I bought the large language models on AI bots have gone a long way in the last couple of years, so they’re very good. And although they can be a little bit pricey, it’s well worth it because an employee is also really pricey. And so if you’re having to add another agent to your intake department versus just having your I bot answer more of your clients calls, it’s worth it. So that’s why that’s the must have.

Which Contact Center Software Vendors should your firm quote?

All right. Again, if you’d like my recommendation on the best call center software and phone system software for your law firm and your law firm has 50 or more employees. That’s really my sweet spot. reach out, send me an email or give me a call (714.593.0011). I love to help your company make a lot better decision, and in a fraction of the time, join the thousands of other companies who have used me to help them. I’d love to help you. Again, 50 or more employees. That’s my sweet spot. I’ve been doing this for over 20 years. I love helping companies with the stuff, and based on your company’s requirements, I can tell you the 3 to 4 vendors your company should be quoting. I’ll introduce you to the best salespeople to work with at those vendors. I’ll set up a great demo for you to see the application in action, and then I’ll oversee the coding process and make sure your company gets the best pricing possible from each of those vendors. And on top of all that, I will charge your company a dime to work with me. The service providers pay me my broker fee so I don’t have to charge your company anything. So there’s no excuse if it’s free not to at least reach out and see what my opinion is on that stuff. So again, 50 or more employees reach out and contact me. I’d love to help you with this stuff. And it’s the reason why I do these videos. So if you got something out of it, that’s a nice way to say thank you.