Discover the future of client intake: Intake360
The first interaction a prospective client has with your law firm often occurs through an intake call, a website form, or live chat. First impressions are crucial, as they can significantly impact the case acquisition process.
Research shows that 79% of legal clients expect a response within 24 hours. Many will move on to a competitor if they do not receive a prompt reply. A smooth intake process establishes professionalism, trust, and encourages long-term client retention.
In today's legal landscape, client intake involves more than just answering the phone; it requires delivering fast, empathetic, and accurate communication around the clock.
Your law firm might need to update its intake strategy. Watch as our CEO, Ethen Ostroff, shares the game-changing intake strategy for law firms in this video.
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A modern intake specialist goes beyond the role of a receptionist. They are trained to qualify leads, manage follow-ups, and ensure that attorneys spend their valuable time only on cases that are significant. Here’s what they typically handle:
Responding to inquiries quickly and professionally.
Filtering out cases that do not meet the firm's criteria.
Maintaining accurate records in systems such as Clio, MyCase, or Lawmatics.
Setting up consultations directly in attorneys’ calendars.
Contacting No-Shows or Unresponsive Leads.
Assisting with inquiries in Spanish or other languages.
If your attorneys are busy managing phone calls, entering data, and qualifying leads, they aren’t able to focus on their legal work. This inefficiency can slow down growth and lead to staff burnout. Hiring or outsourcing an intake specialist can help by:
You’ll eliminate missed opportunities.
Specialists can nurture leads and turn them into booked consultations.
Prompt and empathetic responses help build trust with potential clients.
Your team can concentrate on legal strategy instead of administrative tasks.
The process of legal intake is undergoing significant transformations in today's world. With advancements in technology and shifts in client expectations, law firms are adapting their approaches to enhance efficiency and improve the client experience. This evolution emphasizes the importance of streamlined communication, digital tools, and a more client-centered focus in the legal industry. Law firms are adapting to the demands of modern clients:
Multi-Channel Intake: It's essential to provide coverage across various channels, including phone calls, text messages, emails, website forms, and live chats.
24/7 Availability: Clients now expect to have access to services beyond traditional office hours.
24/7 Availability: Clients now expect to have access to services beyond traditional office hours.
24/7 Availability: Clients now expect to have access to services beyond traditional office hours.
It’s important to distinguish between a receptionist and a legal intake specialist.
Answer phone calls, transfer messages, and greet clients. The reception role focuses on being the "front desk."
Screen leads, gather case details, enter data into your CRM, follow up with prospects, and directly contribute to client acquisition. Intake specialists are vital for driving your law firm’s growth.
Outsourcing your intake department can provide several benefits for your firm:
Partnering with the right outsourced intake provider means your firm will never have to worry about missed calls, unqualified leads, or administrative bottlenecks again. In today’s competitive legal market, a strong intake process is crucial for your law firm. A delayed call, missed message, or lack of follow-up can lead to significant revenue loss.
By hiring or outsourcing a legal intake specialist, your firm can:
Modern intake specialists do much more than just answer the phone. They drive your firm’s growth, enhance client retention, and positively influence your bottom line.
