Sometimes things go unnoticed in life, we take them for granted as they sit quietly in the background but, when disaster strikes, we call upon them like they are some kind of fourth emergency service. It all sounds very dramatic now but that is just how we feel when we experience IT problems and we reach for live chat to summon support from the helpdesk.
Behind LEAP’s LiveChat is an extensive resource of help and support designed for clients so that they can reach out for assistance should they ever need to do so. Chat support has been made available via the LEAP Community pages which operates like a user manual for clients. In order to keep law firms operating at optimal efficiency, the average response time via the LiveChat service time is kept low to around 15-20 seconds This ensures a rapid response to any queries and means that users can be supported quickly and carry on using their legal software with minimum disruption.
LiveChat provides a dynamic support platform for first stage queries that legal professionals using LEAP may have. The Helpdesk can triage the query and assess what level of support is required. It may be that the query can be resolved immediately via LiveChat. Outbound phone calls can then be made to resolve the support query where necessary. The next level of support, if required, is remote connection support whereby the LEAP Helpdesk can view your LEAP account remotely via your computer to assess what the problem is and then resolve it.
The Helpdesk Team prides itself on being highly responsive and agile to problems so that users are not disrupted by issues. By offering this level of service, legal professionals can maintain the levels of speed and efficiency that cloud technology delivers to their law firms.
Because all the support staff LEAP employs are based in the UK and not outsourced, users can be assured that the team are knowledgeable about the software and familiar with users’ needs. This means that the client’s needs are put at the heart of the business and reaching a resolution quickly and efficiently remains the top priority for the Helpdesk. A high level of service is maintained by virtue of the fact that the Helpdesk Team links knowledge and teams from other parts of LEAP together. This enables the sharing of ideas and the ability to preempt potential issues or help to present different aspects of support that may arise and need attention. Client satisfaction really is that important that metrics on client satisfaction are carried out to ensure that any areas for improvement are constantly evaluated and the best in class service can be continually maintained. For example, the time taken for a response and the resolution to a support query may be looked at and evaluated to see if it can be improved on.
Clients are happy to contact LEAP should the need arise and around 79% of responses are positive.
Around 70% of LiveChat cased are closed at the point of the initial enquiry.
Stephanie Evans, HR Business Partner at Effective HRM Ltd had this to say:
“The LEAP Support team are always friendly, willing to help and it doesn’t matter what we ask, they are always there to answer the question. The Support team summed up in one word – awesome!”