Technology
LEAP enhances technical support and grows team LEAP, the world’s leading cloud software provider for small law firms, has recently transformed its UK customer service model, moving from an inbound helpdesk telephone system to a LiveChat system where the vast majority of support issues can be resolved immediately.
A client logs onto the LiveChat system, the call is automatically logged and the client is straight away talking to the technical support team. The team operates a triage system and over 80% of problems are resolved straightaway. The option of phone support is always available. With the LiveChat system all ten of the LEAP support team say they have resolved an issue with online chat within one minute. How many phone-based teams can claim that? LEAP’s support team is UKbased, currently comprises of ten members, with three more to be added because of sales growth. Sarah Martin-Lewis, Helpdesk Manager for LEAP, comments: “Clients understand that LiveChat means an immediate response to a query without having to wait in a queue for a period of time Customer agent Rhys Tudor-Davies adds " LiveChat gives us the opportunity to resolve multiple issues at once and allows customers to get in touch quickly without the need to be kept on-hold." LEAP UK CEO Peter Baverstock comments: “We are exceptionally proud of our support team and we are delighted with the LiveChat system. We never give up on a technical problem. We pride
ourselves in having the best software for small law firms and we can now add the best support to that.” LEAP customer Derek Adkins, DRA Conveyancing Ltd. comments “We have found the LEAP support to be patient and reliable. To illustrate this, I was recently working whilst flying at 35,000 feet on an airline which offers Wi-Fi; having some problems, I contacted LEAP Support. They promptly logged on to my laptop remotely and almost fixed my issue (only weak Wi-Fi preventing full resolution). The next working day LEAP completed the fix allowing me to be fully engaged in the running of my practice, and the accounts, whilst 5,000 miles away from UK.” and finally …. Some amusing quotes from the support team have received from clients include: "Could you just pop down and sort this out for us? I’ll make you a nice cup of tea and a sandwich." "Would you like to come to a birthday party? There will be curry." “The moths are back. Can you help?”
Moving in the right direction As we continue to expand in several areas, we felt it would be beneficial to highlight some of the work we are doing in the Tier 1 (Entrepreneur) visa area, as well as in the area of auto enrolment. The two areas are interlinked, as we often help with auto enrolment solutions for companies that we have helped to raise funds through the Tier 1 scheme. Tier 1 progress We have made significant progress across the board for our Tier 1 (Entrepreneur) investment scheme, and are currently working closely with approximately 20 Chinese clients for whom we are looking to find suitable investment opportunities. As ever, the interest is wide and varied, ranging from the automotive industry to telecommunications and everything in between. The minimum investment has been set at £200,000, which is a large enough investment to raise interest from a variety of companies. Having made three trips to China last year and with at least two trips already planned for 2017, we are fully confident that we will be taking on well over 100 new clients across the coming year. We are always interested in meeting both companies that are looking to raise funds and new clients who are looking for companies to invest in. We would welcome any feedback that the Hampshire Law Society members may have. Auto enrolment update Since auto enrolment was introduced in 2012, it has encouraged millions of people to save for their retirement. Media campaigns have attempted to make the legislation common knowledge; however, with hundreds of thousands of SMEs still yet to stage, the importance of clear and suitable financial advice is apparent.
At Independent Financial Solutions (IFS), we understand that auto enrolment is not just about pension saving, but is predominantly a payroll processing issue. As such, for successful ongoing management, both the pension and payroll services must work closely in tandem. When meeting this need, an adviser also has the opportunity to assess an employer’s complete situation and offer a total package solution. Earlier this month, IFS launched the SuperTrust UK Master Trust, which is a simplified auto enrolment pension scheme option for employers. In addition to providing access to a fully comprehensive online portal for both employers and their employees, SuperTrust allows investors to convert their holdings into a personal account. This option provides individuals with financial advice, which then allows them to access a wide range of multi-asset investment fund options and other financial products to meet their personal requirements. As part of the advice package, we are also able to support employers with payroll processing, HR guidance and corporate financial advice such as group protection and profit extraction, all with a cost-effective pricing structure. This approach allows us to provide our clients with a complete financial service they can trust. For any further information regarding the above topics or any other related areas, please initially send an email to enquiries@ifsnet.co.uk or call 01243 432430.
Hampshire Legal
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