95. Jeremy Harms, Core Contact When the Client becomes the Promoter

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Jeremy Harms is the co founder of Core Contact, a Legal Customer Experience (CX) service that helps firms impress their clients out of the gate, and maintain strong communications throughout the journey.

In this episode, Jeremy shares some of his best tips for leveling up your client communications, and breaks down how to turn those happy customers into your own grassroots marketing team!

Whats In This Episode?

  • Who is Jeremy Harms?
  • Why is CX so important to the legal industry in particular?
  • What are the most effective formats for Client – Attorney communications?
  • How can improving your CX process encourage more client referrals?
  • Why is data and feedback collection so beneficial for CX and what are the best ways to gather that information?
  • How do CX specialists integrate themselves into legal companies in a way that ensures seamless results?

Transcript

Jeremy Harms

There’s been a lot of investment by firms around the proactive communications and the high touch communications on the front end side on the intake side. But a lot of times for firms, once that client’s retained, you hear a lot of complaints about communication, sort of dropping off the face of the earth.

Chris Dreyer

No matter how good your intentions maintaining frequent and effective communication with your clients can be hard. However, if you want the highest level of customer satisfaction, it’s also vital.

Jeremy Harms

And so legal CX really jumps in with a very simple approach to be able to empower a firm at scale, to really be in front of that client and really kind of in their pocket, as we like to say, now, this client’s already hearing from the firm in some high-level ways, so if they know like these guys are on the case,

Chris Dreyer

You’re listening to Personal Injury Mastermind, the show where elite personal injury attorneys and leading edge marketers give you exclusive access to grow strategies for your firm. 2020 was a year of change for everyone, but for Jeremy Harms, it was also the year he chose to launch a new company. Having seen the potential for greater attorney-client communication, Core Contact aims to help firms improve customer experience, increasing the frequency, simplicity, and quality of their client interactions. I had the pleasure of chatting with Jeremy about some of the most fruitful strategies for improving client experience, as well as how legal CX can impact your marketing. I’m your host, Chris Dreyer, founder and CEO of rankings.io. We help elite personal injury attorneys dominate first page rankings with search engine optimization. An important first step for any lawyer is to really understand the people around them, so let’s get to know our guest. Here’s Jeremy Harms co-founder of Core Contact.

Jeremy Harms

Let me tell you a little bit about my background and kind of where I came from being a bit of an outsider to the legal tech space. It’s been fun for me ever since the beginning of 2020, a heck of a time January of 20, to figure that we were going to start something new me and a few partners. I’ve got a couple of stealth partners that come from the legal tech space and have worked in the intake industry for a number of years, know this industry really well, a couple who are attorneys themselves. And so I, as an outsider, came from cloud analytics, cloud computing, Oracle data analytics, data science. Was a director of a business intelligence team for a number of years. And so also running a customer service help desk for our managed services, clients, that component of customer service, of course. You know, one critical aspect of that client journey, but it’s normally on the back end, once something’s gone wrong, right? Something’s broke, there’s an error or some issue. And so help desk is all around trying to resolve something. Of course, once there’s been a problem, but really this notion of CX or client experience customer experiences, that the name is known as we like to refer to it as client experience within legal. Is really all about just that entire client lifecycle journey, right? From the inception all the way through the end of the transaction quote unquote or in this case, their particular case but even ongoing after that, as you continue to foster that relationship and develop promoters. And so once I and my partners came together in 2020, we really realized that gosh for this industry, there seems to be a real lack of education and knowledge around CX as a concept. These industries that I came from cloud analytics, cloud computing and all the industries that we touched and work with CX is at the top of mind for a lot of organizations in so many other verticals. You even see it, I mean, day in, day out, we don’t even think about it, like in our interactions. Services that we engage with, right? When you check into a nice hotel and you get a ping on your cell phone, right? They’ll let you know that your room’s ready when you order a pair of shoes from Zappos, every step in the process where those boots are right as they’re on their way to being delivered to you. But even some pretty lower end engagements. If you were to order a pizza from Domino’s on a game day, right. Domino’s kind of stays in your pocket, so to speak, letting them know where in that client journey short-lived, as it may be 30 minutes or less, or it’s free, right. As the old saying used to go let’s, you know, what your expectations are, is as far as that client journey is concerned and. We came into legal and I, as a bit of an outsider talking with my partner said, guys, it seems like for all these conversations that we have with firms, there’s been a lot of investment by firms around the proactive communications and the high touch communications on the front end side on the intake side, right. As clients become retained. But a lot of times for firms. And I think often this is a scaling problem internally at a firm. Once that client’s retained, you hear a lot of complaints about communication dropping off the face of the earth, right. A black hole of communication happens on the back end side. And again not because firms desire to be that way or not, because they’re trying to, it’s just, I think a lot of times, just because the challenges in our fast paced industry. Create issues for firms to be able to be proactive and to do those things that would really solidify that client experience right at the beginning, as soon as that client retains with the firm. And so that’s really how this notion came about and how we really started to think critically and step back and say, what could we do in that process to just really help enable firms to, to fill that gap and step in that void Chris.

Chris Dreyer

Tell me, how does the legal CX service work? How does it help solve that issue to improve that client experience?

Jeremy Harms

And one of the things that I think I probably should lead off with is like what Core providing legal CX isn’t trying to do. And so there’s a couple of great offerings out there in the marketplace once the. Once the case really started to kick off. And there’s those one-off updates. So we’re talking, you know, within the personal injury world, right. Everybody’s case is a little different, very different than say the mass torts kind of situation where there’s many updates that apply to. Everyone. Right. But in the personal injury space, there’s some great technologies, like a K status that provides updates on the individual client perspective. Vinetegrate say in the a recent announcement, I believe from the file vine community for a client portal, plug-in directly to file vine. There’s some other technologies out there that are focused on that. Long-term client communication for case that come out right. As that a case continues to evolve and take shape. And what Core is really trying to do is that initial engagement before the firm really has any kind of update to provide, right. It’s going to take a little time to bake this cake, right? There’s that initial discovery and there’s that record’s retrieval. And there’s all this back and forth that needs to happen behind the scenes where the client has realized they’ve just signed a retainer, either the old fashioned way or electronically, and they’re hungry for what’s next. Right. They’re hungry for some follow-up. And so legal CX really jumps in with a very simple approach to be able to empower a firm at scale, to really be in front of that client and really kind of in their pocket. As we like to say but even within their channels of some old school routes, like snail mail, really what it boils down to Chris is as soon as someone’s retained, that firm wants to immediately be able to welcome that person and the SMS channel, most clients being, you know, SMS enabled, right. Mobile enabled. Is by far and away the greatest way to get eyeballs on that particular artifact, right? Or on that particular piece of information emails, of course, you know, updates. They probably have some SMS texting capabilities as well, and something like their case management systems, but really what we see firms not do so well is immediately thanks somebody upon retention. And then more importantly, drop something as, as simple as a V card to that person’s phone. And this is for a few different reasons, right? One is as that firm then wants to reach back out to that client with the case update later, right. Or to follow up and ask for some information that they need from that client. Now that client’s got that law firm’s name, address. All the various numbers that they might communicate on, be them voice, SMS, automated systems, right. That they may have within their case management system. All those numbers are baked within that V card. So that person knows when the firm’s reaching back out, that’s, who’s reaching out to me, right. It doesn’t go to a spam filter. Doesn’t fall away into kind of an unknown bucket. As far as voicemails are concerned. According to tango, something like 95% of SMS is seen within the first three seconds. And Twilio talks about that percent as far as how much it’s even clicked to be opened very different than my email inbox. Right. Which gets absolutely blasted with a whole bunch of stuff that I don’t get to in, in nearly real time.

Chris Dreyer

Right. But. And I like the V card component too, because I gotta be honest when I get a call, if I see if there’s not a name on the number I’m ghosts in it, guilty is to voicemail. I might listen to the first two seconds and if there’s a delay, it’s I just, I don’t even answer. So I’m looking for that text message or email.
Absolutely.

Jeremy Harms

Imagine if you, that’s the attorney’s name pop up in your phone just as soon as same day that you have signed that retainer. Right? So that, you know, you just completed an interaction with this firm it’s for this unfortunate event that you’ve experienced. Right? And now you see a communication come in that says, Hey, Jeremy, thanks so much for retaining us for your …fill in the blank case type auto accident case, whatever that might be. Obviously integrates directly from your lead system your case management system, to pull that information into this personalized communication and then delivers that V card. And you know, a lot of times, Chris, when we’re educating firms about the necessity of something as simple as this, you would think of a V cards a v-cards a v-card right? You could do a test by simply creating a V card on your iPhone, I don’t know if you ‘re an iOS guy like I am, but obviously very popular make of mobile phone. Share that out to your buddy who uses Android and see what happens to your pretty picture that you had gone to all the care and trouble to have professional headshots taken off. It wipes it out, right? There’s a lot of nuance between. The card version twos versus V card version threes. And when a V cards generated on an Android based platform, a windows based platform or an iPhone based platform, they don’t all play in share and share alike. And so there’s takes some, a little bit of knowledge research in, and, you know, for any firms that want to implement, say this on their own, I would encourage them to make sure they’re testing on all kinds of devices an array of different devices to make sure that you’ve got a consistent delivery there to all your clients. Cause they’re not all one type of vulnerable iOS.

Chris Dreyer

Having easy access to active lines of communication can make a world of difference to clients experience, but that’s not the only benefit it brings in though. Jeremy has also offered some valuable insights in how streamlining those channels can improve your marketing and generate new business.

Jeremy Harms

You’ll also find too that V card is so important, not just for the communication, you know, inbound to that client. Right. And to let them know, Hey, we’re trying to get ahold of you. You need to engage, but this becomes critical to when you think about your clients as promoters, and this is something I’ll talk to you as well about just in regards to say NPS or net promoter score for those who aren’t familiar, but your clients having. That relationship directly in their phone, right? That V card within their phone, then have the opportunity to share that out to their neighbor, friends, family members, when they ask them, Hey, when you had that unfortunate car accident that occurred for you, did you work with a guy a few years ago that you really liked? Right. Even if you couldn’t remember the name of say that law firm that you worked with, right. Just by typing lawyer accident injury, auto case, whatever the keyword searches are that we should bake into that V card pop you up then at the top of that list. And so then that referral client to client referral becomes as easy as pulling up that V card and sending it on to that other person who, who trusts your word. Right. So I know when my water heater broke, it was the same story, contacting all my buddies on the block, right in my neighborhood and say, Hey guys, anybody ever had a water heater issue? Who do you use? Right. And I get two, three cards inbound to me becomes a great way to help create kind of this sort of gorilla marketing almost of sorts, right? Where your client referrals become a marketing channel for you.

Chris Dreyer

That’s super smart. I know myself that when I enter someone’s information in my phone, I always append at the beginning, what they do like attorney or doctor. And then it makes the searching really easy because a lot of times we’re not going to have a ton of those. We’re just going to have a few and it’s really easy to find them. We had Joey Coleman on a podcast last October. Author never lose a customer again. And he talks about how strong client relationships are not only important for retention, right. Can become your marketing strategy

Jeremy Harms

For sure. So I think, one of the things and I’d be remissed if I didn’t take a moment to mention Joey Coleman in his book never lose a customer again, it was actually one of the driving forces in early 2020 when getting to know the space and doing some initial market research, finding his book was like a complete breath of fresh air because. Again, coming from a CX background in other industries and being new, quite novice to the legal industry. Right. As an outsider, coming in to find someone who was as I think he likes to put it a recovering attorney, right. And someone who has really dedicated his career in life to orchestrating client experiences and orchestrating client journeys. This was completely music to my ears and I think kudos to Joey. You know, continuing to help evangelize these concepts within our space, because I think if you really think about it, Chris, outside of maybe the medical community when a doctor’s bedside manner or the lack thereof could really mean the difference in a life changing treatment or a life and death kind of stake, right.
Outside of say the medical community. I can’t think of another industry other than legal, where this client experience, client communication and reassurance that we build with our clients is more important. Right? Right. I mean, ordering pizza is great. It’s a transaction. And I quickly forget that 30 minutes after I’m done eating that, that pizza. Right. My, my shoes from Zappos are fantastic, but they eventually wear out and then. My stay at a really nice hotel is again that transaction that, that occurs right then. But this journey that a person takes with their attorney really is about a very vulnerable part of their life. Right. A very vulnerable issue perhaps that they’ve gone through. And so they, they need your help. Joey’s message around a client journey. Client experience couldn’t be any more important. And I think it was really reading that book, never lose a customer again, that got mine. And my partner’s thinking about, gosh, what would this potentially look like? If there was a capability that you could bring to, to the industry. One of the things that we found also, Chris, in our research was just the lack of ability that firms typically have to be able to get information about their client base. And this is for a couple of important reasons. One is if you can survey your clients in a very effective manner. And again, I’m talking mobile, right? We’re kind of keying on this as a primary vehicle or channel here. You can survey those clients in a very effective manner. Then you have the ability to take this data and aggregate it so that you can get a better understanding of current clients, their likes and dislikes. Joey actually talks about this in one of his chapters of his book, about finding out more about that person holistically, like what makes them tick, who they are, preferences dislikes, et cetera. And so then you can take this data not only for. Marketing analysis purposes for customer segmentation analysis type of purposes. And I come from a data analytics background, so I kind of geek out and nerd out about that stuff. Right. But it also provides a very valuable set of touchpoints where you could choose to leverage this information in a very personalized experience. Right? After you’ve had a few interactions with this person early on in their life cycle, after they’ve retained, they received the V card. They’ve gotten a couple high-level updates about the firm or what to expect, setting expectations to that client sharing things- I’ll talk in a second related to social media and some important considerations there that we should think about. Once you’ve garnered some of these touch points initially, present somebody with just a quick three minute survey, right? Would you answer some questions so that we, your firm, could learn more about you and help serve you better? Right. Then you can collect this information about maybe some of their family dynamic, right? Maybe whether they are a veteran or the U S military. Right. And how could we potentially. Use that information are they pet owners? Right. And do they have cats or dogs? Maybe you want to use that in some sort of gifting kind of thoughtful approach. And then even information that, that helps serve you both better around maybe some of their habits, be it on social media. When it comes to television media, have they cut the cord? Like so many of us have, or are they still traditional kind of cable user? If they have cut the cord. What do they prefer to watch as far as their streaming habits go? Right. So getting some media information background as well. And so by taking this data and then aggregating it, and then for the firm, being able to see that anonymized by other collected data points as well from others in the industry, so that you can see kind of how your clients segment ranks against others. Also from a baseline metric perspective starts to provide some really interesting data insights that firms just didn’t have the information for before. Most of the serving that we see that people do is around. Client satisfaction. And I’ve got a lot to talk about when it comes to client satisfaction versus something that we really try to encourage firms to pay attention to more, which is net promoter score. Right in NPS. Joey’s talked about this a lot as well. This dates back to a Harvard business review article Chris in December of oh three. I think it was so nearly like 20 years ago, say rounding up this idea that. The biggest single metric for growth for any kind of organization, no matter what the vertical is, what’s their percentage of promoters versus their percent of detractors. And so many different firms. We talk to say, yeah, you know, we used to send out surveys maybe years ago, the old fashioned way via mail, or more recently, we’ve been sending out some surveys via email and nobody responds. We’ll give, sending out an NPS question, which takes less than 30 seconds to answer. On a scale of zero to 10, how likely are you to refer our firm to a friend, family, or colleague, right. And then be able to collect that data again, via mobile, right? In a very simple click submit kind of fashion. This gives firms the ability then to track progress over time, as far as how effectively are they doing right. How well. Are they engaging those clients, keeping those clients happy and then building a loyal set of promoters and promoters or people who, as this article points out. If you, if your listeners haven’t read it, Chris, I highly recommend it. If you just Google HBR net promoter, you’ll find this article again from three talks about even that people who may age out or graduated out if you will, out of a particular service or a product still can be promoters of that particular brand. Think about, say Honda, as you grow in your career or in your earnings, you may eventually decide to buy something else that’s in a different class or category, but when your niece or nephew gets their first car and they ask you what do you recommend? Well, gosh, 20 years ago I owned three Honda’s in a row because they were the most reliable thing that I could’ve bought. Right. And they’re still great cars today. You may not even be. Or buyer of that brand anymore, but you’re still a loyal supporter promoter of that brand. And so being able to track your NPS to see, gosh, how effective are we and then be able to. If you think about data, Chris, it boils down to this notion of granularity, right? When we capture this information for this particular client, what are the other data points that relate to this person? Which branch or office did they engage with? Right. Which particular part of our business. Are they from who is the attorney that’s assigned to that case, the case manager that’s assigned to that case. So we can start to then do some interesting slicing, dicing and pivoting of that data by these other data points, right? Because that’s within our case management system that we can collect so that we can see what’s our NPS look like by these other entities within our organization.

Chris Dreyer

One of the things it’s really interesting, it’s a lot of the review platforms, whether it’s gatherer up or bird. In the past, they would do these net promoter type scores and then immediately follow up with the review request. And if you were a an advocate or, you know, you hit that nine or 10, they would send you to go leave a review.
But if you had a less, you know, they would send to a form where you could talk to an individual. So it’s like review. And Google came out and said, that was against their terms of service. You can’t gait someone’s experience, but from what you’re doing at your segmenting, so you’re doing the NPS earlier, so it’s not like it’s also, when you’re doing this survey and you’re getting data and you don’t follow up with an action. It’s feels like a bribe, right. Immediately, right after you do that nine or 10, you do, you ask for the review.

Jeremy Harms

Yeah, no, I couldn’t agree more, Chris. And that’s why we take a very different approach to this kind of tracking. And so to us, it’s extremely important to be able to ask over the life cycle of the engagement from that at the end of that first 21 pivotal days when the first NPS request goes out and then a touch point at the 3, 6, 9, and 12 month periods as well. So a collection of five NPS’ is spread out on average over 360 days, say we are able to track how that person has graded us the farm over that period of time, and then provide insights, analytics, tracking that show at an aggregate level, how we do quarter to quarter, right? Month to month to month, even to week to week, but how also at an individualized level, how that client. Has trended up or down, right. Was this someone who started off early excited enthusiastic promoting our brand. And then over time, this is continued to drop down or drop from a good level to an okay level, you know, from the promoter to the neutral now down to a detractor, and then the ability to inform and empower the, from. To be able to go take action on that. So instead of, like you said, asking the client for kind of the most opportune time to please leave us a review. And like you said, there’s many other providers that, that kind of play more in that space, really empowering the firm to do what the firm wants or needs to do to improve this interaction and give them that, that metric in that analysis on a timely basis is really what we’re more concerned with. And then also continuing to provide that client, not with. You just had this interaction, X transactionally with our firm. How would you rate that one experience? Right. We’re trying to ask about this from, again, a more holistic well-rounded approach over, over the life cycle of that engagement to see, are we meeting your expectations? Are we doing what it takes to earn your trust and earn your loyalty? .

Chris Dreyer

I like that because in that life cycle, in that journey, you can spot where there’s weaknesses and then go in there and improve those situations. The other thing that I was thinking about is look, not all client experiences are the same in terms of who’s happy and who’s not. So if you have this extra little concierge type personal touch, or if you know who needs. Then you can really help prioritize your time.

Jeremy Harms

Yeah, exactly. Exactly. And you have that level of data point then once you are tracking and trending that information again, at that, when I talked about data granularity, right?
We record this at the lowest possible level of data point who this person was on this particular day. For this NPS. Right? And so now we have the ability to see seasonally across the journey lifecycle that journey engagement for that client has that score stayed consistent. Has it gone up? Has it gone down? Has it done it within a statistically reasonable standard of deviation that we need to pay attention to if it’s small fluctuations, maybe that’s not as important, but again, just arming that firm with that information and doing so on an alert based kind of approach to give their customer service team or their, you know, their client success team an opportunity to reach out and say, Hey we noticed we’ve slipped a little bit here right? Owning it right? We want to do what’s needed here. And you know, what’s it take for us to improve on this, the MPS itself. And again, we didn’t invent this by any means, right? It’s a great idea from gosh, 20 years ago from the Harvard business review, which is again, permeates most, every other industry that I’ve ever seen. But asking that one question, you know, how likely are you to recommend us zero through 10? You can follow that up very simply with an optional word box question of, and why did you give us that score? And what can we do to improve, even if it was a high ranking, right. A 9 or a 10, what other things come to mind that you would like to see? And so, again, being. Data analysis guy, a guy who likes to kind of geek out on the numbers and on the kind of analytics we can run having those narrative bubbles, if you will allow us to do things, kind of inventively like word cloud or sentiment analysis on that piece of data. So we can start to see them. Topical themes that pop up right over and over again for our detractors. What are the big, scary words that they often say? And usually start to see some repeating themes. That again is a mirror that the firm’s holding up for themselves for self-reflection and self-analysis right? Let’s be honest with ourselves. This is what we’re hearing from, you know, from our community for those things that we’re doing great. What is that? And that’s a really pretty picture in that mirror and we can do more of that improve on that. Right. Or how do we do that better at scale. So really trying to arm that from with maybe some insights that.

Chris Dreyer

A client that feels left in a dark or forgotten may start to question and regret their choice of law firm. I asked Jeremy how core contact combats buyers or more.

Jeremy Harms

It really boils down once more to communication initially and avoiding that radio silence, which I think is so common and so natural after all of that effort’s been put into the original. The original courtship, Joey actually talks . About a really really fun metaphor here, you know, related to dating right in courtship and read his book. I won’t retell a story, but you know, this idea that all this attention goes up into the front end part of that relationship. And then as soon as it’s sealed the communication changes kind of drastically and not for the better oftentimes. And so being able to, again, based off of this trigger kind of interaction, this person has just retained with the firm. Now we’re able to. Immediately communicate to them through these channels. Sending out say that V card, that welcome text, thank you for for joining us, you know, you’ve made the right decision. Sending out a message that indicates here’s a high level status of what you can expect, right. On a typical client journey related to this particular case type. Again, buying that from some time initially, as they do all of the other stuff that they need to do behind the scenes to complete discovery to collect records, police reports, medical records, et cetera. Now this client’s already hearing from the firm and some high level ways, right. So that they know like these guys are on the case. One part to that I mentioned briefly a moment ago that forgot to, to mention more is even just having them be able to follow you along, say, on their social charities. Right? So many of us, because we are. Our on our mobiles constantly are also in a very social mobile space, right. And our social media spaces. And you may have one or more of those that you pay attention to. You may not pay attention to many of them, whatever the case might be, but that from being able to send that out to that client, just to say, Follow along with us here, right? We’re regularly posting updates about our firm, about cases, information that you should be aware of and follow subscribe here and what we see so much of the time, Chris, and you’ll see this in a lot of, people’s say like in their email signature is that they’ll just link to whatever their facebook.com forward slash firm name link is. And that’s usually fine for those who are engaging, say in a desktop or laptop mode. Well, you’re assigned into that browser experience, but if you’re sharing links like that, I like to kind of refer to them as weak links. If you’re sharing weak links like that, to people who are mobile-based right. Or you’re sending that out via text, you’ll find when you click on that, it’ll pop up. And your mobile browser on Android and a Chrome browser on an iOS in your safari browser. And I don’t know about you, but I’ve never logged into my social media applications via the browser on my device. So immediately there’s this firewall, right? There’s this barrier to entry. We’re now. Remember my username and password to log in to be able to hit the liker subscribe and fat chance on, on that happening, you know, 95 times out of a hundred, probably. Well, if you can use a deep link technology such as we baked in our platform, then there’s a cloud-based component behind the scenes that’s able to determine is this person. On Android, on iPhone iOS, Google Chrome device and then be able to send a proper link that will be able to determine, do you have this native application installed on your device and then pop that Facebook experience up right in the Facebook. Right in the Twitter app, a lot of our firms are starting to be more socially minded for millennials, right on Tik TOK or Snapchat, wherever they may be advertising to. And so you open that experience right there on the native app where I can click like subscribe, follow along. So again, it’s just this kind of impressive experience to the client early on of this. Knowing what they’re doing, right? Sending this out in an experience that doesn’t create extra work for me to stay engaged, but makes us super easy, super smooth to engage.

Chris Dreyer

That’s very smart. And I read and thought of that, but I myself know that if I have to log in on my phone, it’s never happening. And then if I do want to take the extra effort, I’ll search from the app.

Jeremy Harms

It’s great. You go to the assets and going back right. Far too much friction, right in that equation, the case.

Chris Dreyer

Let’s talk about, you know, there’s a personal injury law firm listening like, oh this makes sense. This is perfect. I need to improve my client experience. I would like to implement all these things. But how does Core, how does legal CX integrate with a personal injury law firm? How is there continuity? Right, because you mentioned earlier Joey Coleman, right? You’re dating, courting, you marry, and then here’s Bob. Here’s the new person. How does core integrate and help a personal injury law firm as a third party?

Jeremy Harms

Yeah. Great point, Chris. So really the most important thing is that core is completely transparent in, in this entire relationship. What I mean by that is that the client, as far as they’re concerned, is 100% communicating with the firm. Right? And so anything that core provides legal CX is doing on behalf of the firm is completely visible, passed through from the client to that firm. Again, really kind of starting with, I know we’ve harped on this earlier, but even starting off with that V card approach, Chris, this engagement that core is doing on behalf of the firm is very limited in the overall life cycle of that client’s case. Right. There’s going to be any number of means. Phone calls, text messages from the client portal system or from the case management system, all these other interactions. Of course, that absolutely have to still happen within the litigation of that particular case. But by starting off with the Genesis of that particular V card and putting all of that important information directly within that artifact, that touch point and being able to track. Yeah. How many times that’s actually been saved to people’s phones, right? How many times they’ve been that it’s a URL, you know, based the card that they download that allows us to initiate that handshake, if you will, and then have our contact update number, any other update numbers within that V card interaction and then Core can essentially step out of the. Right. So that all those other follow-up pieces of communication that come after core has done this initial lifecycle engagement. All those other communications are still going to that client first and foremost via their mobile via color or text. And that really helps. Complete that handoff, if you will from that engagement, of course, behind the scenes, we’re still helping serve the firm as it relates to the data aggregation, right. As it relates to the data reporting platform. So when it comes to the client survey results, as they come in, or the NPS scores that come in now, the firm is often running with that client. The actual litigation of that particular case core is no longer kind of in the loop doing the day in, day out, updating again, like I said, we’re not doing like the case status updates or the vine to great updates via client portal. It’s really in the firm’s hand at that point, in course, just help facilitate a better initial handshake if you will. At the beginning, it’s kind of how I like to think about it.

Chris Dreyer

Yeah, fantastic. So a nice value add at the beginning and Jeremy, this has been fantastic. I think you really highlighted all the benefits of a high quality client experience and a lot of tactical things too. But if people have more questions about legal CX and core where can people go to, to find out more information and where can people get in touch with you?

Jeremy Harms

Yeah, no, I appreciate it. Chris, the easiest thing for anybody who’s interested in learning more about this, or would like to have a conversation about just, you know, best practices around, like what we see within the industry can go to legal cx.com just leg a L C x.com. Find us there. There’s a, you know, get connected with this button there at the top. We’re pretty active on our social media channels as well. And you’ll be able to find us from that page also. And then starting to blog more and more about topics around this space. So it encouraged people to, to check out the blog and follow us along. As we, again, really try to help educate the legal industry and legal tech about some of these core components of ways that firms should think about whether they use some other third party service to help enable it, or they want to bake in some of these capabilities themselves religious trying to at the end of the day, collectively all of us, you know, improve that client experience within our space.

Chris Dreyer

Wonderful. Thanks, Jeremy. Thanks for coming on the show.

Jeremy Harms

Appreciate it, Chris.

Chris Dreyer

Once you’ve had Jeremy describe it to you. Investing in your climbing experience becomes a no. As well as ensuring your customers are comfortable. It’s also a great form of grassroots marketing. Remember not only is a happy customer, more likely to recommend you the streamlined forums of communication. Also make it easier for them to do so. I’d like to thank Jeremy Harms for sharing a story with us. Now, hope you gain some valuable insights from the current. You’ve been listening to personal injury mastermind. I’m Chris Dreyer. If you liked this episode, leave us a review. We’d love to hear from our listeners. I’ll catch you on next. Week’s PIMM with another incredible guest and all the strategies you need to take your personal injury practice to the next level.

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