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Launch of InTouchNow call handling service makes the news | << Back

Launch of InTouchNow call handling service makes the news

 

 

News of our new call handling service has made an impact in the legal sector, with Legal IT Professionals the latest media outlet to feature the story of its launch.

Legal IT Professionals is a leading source of independent legal technology news, information and expert commentary.

It serves the international legal technology community: law firm IT staff, legal software & services vendors, consultants, paralegals, knowledge management experts and lawyers interested in the technology that facilitates their work. 

The story highlighted the plight of businesses and law firms in particular that struggle to handle all their calls when they are busy, or need support for extended hours cover.

News of the new service has already generated a lot of interest and happily, new business as more firms recognise the advantages of a professional service that does not just take messages, but operates as if they were sitting in the office with the client, delivering a full range of reception services, if needed.

You can read Maxine’s article online here, or scroll down to see what our co-founder Maxine said about our innovative new service, designed to complement the DictateNow offering.

DictateNow launches InTouchNow

Digital dictation and transcription outsourcing specialist DictateNow has launched a new service, InTouchNow, to help businesses handle phone calls when they are unable to, or choose not to answer.

Solicitor and founder Maxine Park explains: “The internet has changed the business world and for many consumers the concept of the traditional 9 to 5 working day has been consigned to the past.

“People now search at all times of the day and night for businesses that supply the products and services they need, expecting to talk to them, when they want to talk to them - not leave a voicemail message.

“For years reception staff have left for the evening and calls have been diverted to the answer machine, but numerous surveys have shown almost 70% of callers to a business will not leave a message and are likely to call the next number on the list.

“We launched the new service to ensure that law firms could cover longer opening hours and even weekends, as they seek more business, while trying to avoid adding to their headcount. Many firms have cut their support staff, outsourcing most if not all their non-core activities and reception services are a natural addition to the list.

“Paying only for the calls answered and not the time an individual waits for the phone to ring, makes sense and frees up experienced staff to undertake fee-earning activities.

“When a fee-earner chooses not to answer their phone, they can divert calls to our reception team, who will answer in the name of the firm and know how to handle calls professionally and confidentially.

“Clients can log-in to our portal in real time, or later for review to see what calls have been answered and what actions are required. All the information to return the call if needed, will have been captured and the fee-earner can take the necessary steps or ignore the calls that would only have proved a distraction.

“The services offered by InTouchNow reflect the ‘always-on, need it now’ world in which modern businesses operate. Those that embrace this approach and adapt their service to suit will be successful, while those that stick rigidly to out of hours answer machines can expect fewer calls and even fewer customers.”

   
  T V Edwards LLP have used DictateNow for a significant period and have become reliant on the service. DictateNow provides an efficient and organised typing service which has become vital to T V Edwards LLP as we expand and increase our work load.

The advantage is that the typing is saved directly into T V Edwards LLP’s case management system which reduces the administrative time once the typing has been completed. Also, DictateNow are able to complete typing quickly which is essential for fee earners, particularly those who are out of the office at court and who are under time constraints.

DictateNow also provide a helpful telephone support service for any queries that arise providing a professional service.

   
     
 
Maria Adams
Family Solicitor
T V Edwards LLP