We have good news for you. There’s 00% probability that you can easily increase your client experience level in your firm.
Based on your answers below, there are some key hotspots. Anything with a red X deserves your attention. But the good news is, help is at hand! We have emailed you a personalized recommendation for steps you can take to improve your firm’s client experience and set yourself up for a fantastic year ahead.
Assessing your Technology
Are clients asking to text you?
Are clients resisting adopting your client portal?
Do you have to provide technical support for the solutions you offer?
Assessing your Security
Do clients send passwords, EINs or SSNs using email or text messages?
Does your company store client login information in an unencrypted database?
Do firm members share logins to any of your systems?
Assessing your Communication
Do clients have more than three ways to reach you?
Do you have to chase clients for documents you need?
Do clients ask you to re-send information you’ve already sent?
Do clients struggle to meet your deadlines?
Assessing your Responsiveness
Do staff have to check multiple systems to see the status of a client?
Is your email full of cc’s and bcc’s from staff trying to keep you in the loop?
Do staff have to ask each other for updates on clients?
Do clients have to wait for responses if a staff member is not available?
Have you ever asked a client for a document that they had already sent to a different staff member?