For professional services businesses such as law firms and accountancy practices, connecting with clients over phone and email can be a frustrating and time consuming experience.
Increasing use of social media and mobile messaging often means clients' attention has switched to these more convenient channels.
Plus, if your firm's website isn't enabled for chat, you could be missing a valuable opportunity to convert web visitors to new business.
At Converso, we help you address these challenges.
of customers would prefer to interact via WhatsApp or SMS than a phone call.
Source: Twilio
According to recent studies, consumers only open 1 in 4 emails they receive.
Source: Flowroute Nationwide Survey
With Converso, all messaging channels such as WhatsApp, SMS, webchat and Messenger, are brought together into one place, making it easy for you to meet clients where they are, on their favourite channel.
No need to give out your personal mobile number and stress about finding time to send that reply!
Now clients can get rapid response to questions, and regular case updates directly from your team, without having to search through their spam folders or overcrowded inboxes.
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Conversations are managed via a central team inbox which is shared with all your support staff and fee earners, enabling conversations to be assigned to the most appropriate person.
This results in more effective collaboration around a client's requirements, and therefore quicker response.
Conversations can also be set with visibility restricted to certain users (such as a fee earner and their support team) so client confidentiality is always maintained.
With Converso, you get a new business number (or port over a number that you already own) for your WhatsApp and SMS business messaging.
Chats can be auto assigned to specific teams for quicker responses and less human involvement. For generic enquiries, chatbots can be deployed to streamline the process.
For multiple locations or special campaigns, create new groups with additional inboxes and numbers in order to keep business operations separate.
For keeping clients upto date on their case or matter, automations can be triggered from your CMS or PMS when certain events, such as a new client signup, are completed.
These automated notifications can be delivered to the client over personalised WhatsApp messages or SMS.
This results in a happy client, as they're kept in the loop, and a time saving for you, thanks to Converso's seamless integration with third party systems.
If personal WhatsApp accounts are used at work, then chances are client conversations are spread across your staff’s inboxes and devices, making it difficult to capture all message contents and confidential information.
This can lead to non-compliance, as it’s almost impossible to search for and retrieve conversations for client review, or delete conversations and associated client data if you are requested to do so.
Converso helps you maintain compliance with your WhatsApp messaging by capturing all messages in a central team inbox.
Here users have access to the conversations (if authorized), enabling easy customer audits and reviews.
In the case where there is a request and obligation to delete client information, including conversation and contact details, this action can be completed easily via central management, saving time and more importantly providing peace of mind that you’re not at risk of being non-compliant.
