In this episode of Legal IT Professionals' podcast series, Rob Ameerun talks with Tikit's Simon Elven and viu's Mario Dolcezza about how to support a fully inclusive client engagement programme for law firms. viu facilitates client engagement by capturing client sentiment through feedback at key points of interaction, specifically focusing on what the client wants to say, rather than what the firm wants to hear.
Feedback is delivered directly to those most involved in the transaction to allow action to be taken by those most appropriate to do so. During the process metrics are calculated and stored giving insight into variations in client experience delivered by different areas of the firm and allowing the client journey to be fully understood.
Want to know more? Join Tikit's webinar about this subject: Challenges to implementing a client experience programme within the firm. Sign up here.
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