A conveyancing team handles dozens of active files. Every day, clients email and call: Where do I send my ID? What does exchange mean? How long do searches take? Have you heard from the other side? Each question is reasonable. Together, they interrupt the work that moves files forward.
Existing clients ask routine questions constantly. A redesigned client service approach reduces the interruptions.
Two kinds of question
Existing client questions fall into two groups:
General process questions. What does exchange mean? How long do searches usually take? Where do I send documents? These have the same answer for most clients.
Matter-specific questions. Have you heard from the seller's solicitor? When is my completion date? These need someone with the file.
The first group can be handled with published information. The second needs a person, but can be routed better.
Redesigning client service
1. Publish process guides. For each common matter type, a clear guide to the stages, what the client needs to do and typical timescales. Retainer clients in agencies ask similar repeated questions, as covered in agency retainer clients asking the same update questions.
2. Publish document checklists. What documents are needed, how to send them securely and when.
3. Make contacts clear. Each client should know their named contact and how to reach them.
4. Route matter-specific questions. Capture the client's name, matter reference and question, and send it to the right person.
5. Set response expectations. Tell clients when they can expect a reply to a matter-specific question.
Where an assistant helps
SpideyChat for law firms can answer general process questions from your published guides at any hour and capture matter-specific questions for the team. It does not access case files or give advice. Fee questions from existing clients can also be answered from your fees page, as covered in fee questions that decide which firm gets the client.
Client: What does exchange of contracts mean? Assistant: The conveyancing guide explains that exchange is when the contracts are swapped and the sale becomes legally binding, with a completion date set. Your conveyancer will tell you when your exchange is expected.
Client: Has the seller's solicitor replied yet? Assistant: I'm not able to see your file, but I can pass your question to your conveyancer. Could you share your name and matter reference?
Fewer interruptions, faster matters
When routine questions are answered by guides, fee earners spend more time progressing files. The time saved in qualifying new enquiries is covered in chatbots for law firms qualifying clients without billable hours; the same logic applies to existing clients.
Secure document sending
Clients often ask how to send documents safely. Explain the firm's preferred method clearly, whether that is a secure upload link, a client portal or bringing originals to the office, and warn against sending sensitive documents by ordinary email if the firm prefers not to receive them that way. Clear instructions reduce both questions and risk, and they help clients feel their information is being handled carefully.
Keeping it safe
The line between process and advice must be clear, as covered in qualifying legal enquiries without giving advice. Process guides should describe steps, not tell clients what to do in their matter.
Where to start
Write guides for your two most common matter types and a document checklist for each. Then let clients find answers without calling. See the options on the features page, or try SpideyChat on your own site.