EXTRAORDINARY Customer Experiences

Firms today flourish or fail on customer service, and the pandemic brought the need for efficient customer service into sharp relief. Spurred on by consumers’ march to all-digital services when in-person support all but disappeared for almost two years. Many firms have been looking for solutions to improve customer service efficiency while simultaneously handling massive spikes in digital-service demand.

With the world moving to a post-pandemic state, it is more important than ever for firms to take a deep look at every aspect of their customer service operations, how to make them more efficient, and remove any points of friction. However, in addition to efficiency, customer service also needs to be memorable, personalized, trusted and proactive. In other words, customer service needs to deliver truly extraordinary experiences, ones that make users feel valued, understood, and loyal to your brand.

Customer and user expectations for what defines quality service have irrevocable changed. Accenture’s recent research of 25,000 consumers across 22 countries shows that a majority of consumers said that the pandemic made them rethink what is important in their lives. This is no different for your firm’s client base. People care more than ever about their client experience, and ruining that experience does not take much.



Your clients are often going through the most difficult times of their lives. You owe it to them to make sure their experience is a great one. As you can see above, the new consumer needs more than your current service. Efficient service is a concept dominated by time. With human employees and the limitation of capacity, your clients often get stuck on what seems like an endless hold, or they wait days for a call to be returned. You are involved in too saturated of a market to survive with this level of service.

Search any law firm in the country. What is the first complaint you will see for everyone? “I have no idea what is going on with my case. My lawyer doesn’t call me.” This is because of the human limitation of capacity. Your human employees are incredibly busy and do an amazing job. However, just because they are busy does not mean you can afford to lack great customer service.

This is where Amelia comes in to play. Allow Amelia to play the assistive role, handling the bulk of client inquiries. Have her help the client with providing case updates, resending documents, scheduling times to talk with a lawyer and so much more. With Amelia handling the volume, you open your human employee’s capacity to handle the higher touch inquiries that are beyond Amelia’s ability. Meet your customers where they are with Amelia. She is available 24/7/365 and she can speak 150 languages.

AI has proven to work time and time again for businesses all over the world. Amelia gives your firm the ability to provide focused customer service to every single customer that reaches out. With that, you will also see improved decision making as Amelia will always follow your SOPs. But as important as anything your firm will see improved efficiency and productivity. It is said that 33% of a worker’s year is spent on these mundane tasks. Imagine how you could increase profits if you were able to give your human workers back over 500 hours per year. Give every employee the assistant they deserve.

OneLaw and Amelia are your firm’s opportunity to reimagine the way you do business and start providing your clients with an EXTRAORDINARY experience. Schedule time to learn more here!

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