Traditional metrics that once defined the effectiveness of help desk operations within law firms are undergoing a profound transformation. As support needs are evolving, firms are being forced to adapt to ensure customer satisfaction when it comes to support.
The Legal Help Desk: Shifting Toward User Sentiment as the Primary Health Factor
Traditional metrics that once defined the effectiveness of help desk operations within law firms are undergoing a profound transformation. The new era places user sentiment and new delivery models at the forefront of service as a quicker "get back to work" mentality coupled with a technology-savvy generational shift. As a result, the gauges we use to measure customer satisfaction have changed and are shaping the overall future success of the legal tech support ecosystem.
By
Andrew Dober
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