In this client Q & A video, Lee speaks to Nakia Bradley Lawson from Gevurtz Menashe, a Law Firm based in Portland, Oregon.
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Video transcript:
Lee: Hello and welcome to this Melu Q&A session today. Melu is a managed live chat company here in the UK and we provide our services to businesses across the globe. Today I’m joined with Nakia Bradley-Lawson from Gevurtz Menashe. They’re a family law firm based in Portland, Oregon. We’re going to talk a little bit about her experience with Melu and its managed live chat service. So hi Nakia, thank you very much for joining me today!
Nakia: Hi there.
Lee: So I’m just going to ask you a few questions to find out how you felt our services has been for you so far. You’ve been with us since September last year [2021], so a good few months of working together, so it will be good to get your feedback.
Lee: So the first question, when you started your trial, how quickly did you realise the live chat was going be quite a big
thing for your website?
Nakia: Literally immediately, the questions that Melu allowed us to kind of shape for potential clients that were visiting our website, allowed us to get all of the information that we needed to take care of things on our end prior to introducing them to one of our attorneys for a consultation.
Lee: Fantastic, that’s great! And from the point of view got your leads that were coming through, your average per month is around 73 leads. How important is that to the growth and ongoing stability of the business?
Nakia: Well, it was extremely important. With most businesses new clients are really our bread and butter, so having Melu allowed us to connect with clients 24 hours a day, seven days a week, instead of just relegating that to our business hours.
Lee: Sure, so the 24/7 thing was obviously quite important for people that aren’t able to do things during standard office hours. They may have been busy during the day and when they’re sat at home in the evening, 10 o’clock, 11 o’clock at
night, there’s someone there.
Nakia: For sure, and as a part of the practice that we are involved in and people being at home together that also creates another element that they have to kind of overcome if they need to reach us with regards to say a divorce or other family law related matter.
Lee: Okay, that’s brilliant. And so based on how it’s been with you so far – we’ve been working together for the last four or five months, would you recommend having live chat to any other law firm that is putting a lot of effort into their digital strategy as well?
Nakia: I absolutely would recommend that law firms use Melu. There are a lot of things that go in to different technology-based strategies. This is one that required little work on our end, but had a huge impact for our clients and our staff.
Lee: Fantastic, that’s great. And there you mentioned the amount of work that went into at your side. So when we created the initial FAQ document, which is obviously the way that we understand your business, but also know what we have to say to your visitors when they come on and ask questions. That was something that we did for you initially, but of course, you’ve tailored that over the last few months so that it actually has more in it than it did originally because we’ve had that feedback from visitors using the live chat and therefore we’ve been able to adapt it and I presume that’s worked well?
Nakia: Absolutely, and that process is so seamless. It’s very easy to communicate with your team and make the changes that we need.
Lee: Fantastic, well that’s really great feedback, thank you! Finally, because we’ve had three questions here, and that’s really given us some good background into how well it’s working for you, just a bit of an open floor session now here to see if there’s any feedback you have based on how things have gone – your general feeling of the service, the quality of Melu’s operators, and how they handle things for you. What would you say about those things?
Nakia: I think the fact that your staff is live and actually speaking to our clients or potential client has been a game changer. There are so many people that question – “Are you a live person?”, and the answer is always “Yes!”. So between that and also
on the staff end of things, being able to provide the transcripts of the leads to our intake coordinators so they have some of the information that they need so that they can build things on our end prior to contacting the client for a telephone call has been priceless.
Lee: That’s amazing! Well, thank you so much for using our service. We really appreciate having you as a client. We love working for clients in the US, so it’s great to have you, and hopefully we can continue doing this long term!
Lee: So thank you so much again for your time today Nakia and hopefully we’ll speak again soon.
Nakia: Thank you Lee.