For decades as paper-based legal document processes prevailed, litigation support service businesses offered concierge service as a hands-on, “done for you” experience law firm customers expected. However, as digital-first law practices continue to grow and adopt technology en masse, relying solely on a concierge model may pose a risk to the long-term growth of a litigation support service business.
Is it time to rethink the balance between ”done for you” concierge service and modern, “do it yourself” self-service solutions? This article explores the benefits and limitations of concierge service to gauge its resilience in a changing market.
Concierge service defined
Before diving into the pros and cons, let’s define “concierge service” in the context of most litigation support companies :
| A concierge service model is where a litigation support business handles all aspects of its customers’ work, managing and completing every task, regardless of how the work is submitted. |
Under the concierge model, the litigation support service provider acts as the hub of operation’s by:
- Placing customer orders, including entering all order data and documents
- Processing the order
- Completing the work required to fulfill the order
All tasks are managed in LegalConnect’s Operations Portal, where the litigation support provider’s team performs the work on behalf of their clients.
Why offer concierge service?
Some providers—and law firms—continue to heavily rely on concierge service because it maintains the status quo, i.e., it offers an established process that has proven convenient and effective.
Another reason some businesses focus on providing concierge service is that it allows them to maintain strict control over customer work – a strategy used to ensure quality and reduce errors.
Pros of offering a concierge-only model
Enhanced Customer Experience
As a litigation support service business owner, you may have customers whose standard operating procedure for ordering your services hasn’t changed much in years.
The reasons behind that can vary.
Some law firms simply may not want to use a customer portal. They may be more comfortable placing orders by email, over the phone, or in some cases even by snail mail.
If the law firms you work with tend to resist change, allowing them to work the way they want, vis-à-vis concierge service, may help you retain them as customers. For revenue reasons alone, that may be a wise move.
Secondarily, keeping those customers puts you in a position to help them transition toward self-service products later. It is better for them to begin the conversation about self-service with you rather than with your competitors.
Strengthened Client Relationships
Concierge service models by nature require frequent interaction and regular communication with customers. Some law firms view this as a plus because they can speak with a live operator or quickly access your support team via chat or email.
That close contact provides a bankable boost to client satisfaction and loyalty, as the following statistics show:
Positive Word of Mouth 93% Percentage of customers likely to make repeat purchases with companies that offer excellent customer service. | Competitive Advantage 86% Percentage of buyers willing to pay more for a great customer experience. |
Business Growth 60% Percentage of companies that experience higher profitability with high-quality customer service experience. | Referral Business 77% Percentage of customers who would recommend a business after having a positive experience. |
Concierge service clearly offers benefits that can keep some law firms happy in the here and now. However, as firms grow more comfortable with using technology themselves and market dynamics change, the long-term sustainability of concierge service may change.
That’s why it’s important now to begin weighing what may be best for you and your customers in the long run.
Cons of offering a concierge-only model
Higher Costs
Operational costs for concierge models can be considerably higher than the cost of an automated, self-service model. That’s because maintaining the personalized service of concierge inflates the cost of your staffing and infrastructure needs.
- Building the right staff requires recruiting and training dedicated account managers or service representatives.
- Increasing staff means additional purchases of computers, phone systems, furniture, and office space.
Then there’s the overhead.
Employee salaries and benefits will erode the margins of your concierge services, so what looks good on paper may not match expectations.
Slower work, slower cash flow
You also won’t be able to offer the time savings of integrations with document management and case management systems. In many cases this will slow the pace of work due to the downloading, saving, and uploading process that attaching documents requires.
Cash flow, too, can be hobbled since many concierge clients may insist on paying for services with an open account or (possibly even) paper checks.
An online litigation support service platform can actually strengthen your cash flow by enabling electronic payments and credit card preauthorization that virtually guarantee complete and prompt payment.
Scalability Challenges
Concierge service is resource intensive, and its main resource is the concierge service agent. This presents a challenge to scaling because finding, hiring, and training for this role can be problematic.
Not everyone is cut out to be a concierge service agent. The position requires a person who has the temperament to handle stressful situations without drowning in the details.
Working with the courts and their many local rules can be especially complex. Adequately training a concierge team member to understand the nuances of each court may require up to several months. Once a staff member is properly trained, turnover can be costly.
Likewise, the quality of concierge service must be maintained as the business scales up. Inconsistencies caused by staff turnover or incomplete training erode customer satisfaction. Errors and rework ultimately will dig into the business’s bottom line.
Time-Intensive Operations
Concierge services often require considerable time and attention, which can lead to fewer clients being served. Likewise, managing clients who are demanding or considered “high-needs” strains your business’s resources.
Scaling the size of a concierge business to match the ebb and flow of demand is also difficult to do quickly or affordably. In contrast, software-based solutions that enable self-service ordering can be scaled at no cost and implemented instantly.
Limited Market Reach
Not all clients may be willing or able to pay for concierge-level services. This creates a risk of excluding potential clients who are price-sensitive or prefer more standardized, cost-effective solutions.
Furthermore, automation and artificial intelligence are making it easier for law firms to use technology to simplify substantive tasks such as time entry, billing, and invoicing. As they grow more comfortable with those tools, it seems likely they will want to expand the use of technology to fulfill their litigation support services.
Challenge Your Assumptions
Law firms in the 21st century are increasingly automating their practices. That trend is already taking shape as legal practices adopt integrated, automated, and scalable solutions to do more with less.
Which makes now a good time to challenge the assumption that high volume means low value.
Accept that challenge by exploring the LegalConnect platform, used by top litigation support service providers that offer concierge service, self-service, and hybrid service to their law firm customers.
Call (800) 909-6859 to request a demo to speak with a LegalConnect expert. Find out how to futureproof your litigation support service business and step confidently into the future.