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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. As support needs are evolving, firms are being forced to adapt to ensure customer satisfaction when it comes to support. Service-level agreements have long been the cornerstone of evaluating performance and defining standards when it comes to these help desks, but a shift is in progress. 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 technology support ecosystem.
Beyond SLAs: The Rise of User Sentiment
The essence of a legal help desk extends beyond mere adherence to timelines outlined in SLAs. Today, it rides on the user experience — a holistic measure that encapsulates the emotional and functional aspects of customer interaction points. Understanding and responding to the evolving needs, expectations and sentiments of users are becoming the cornerstone of success in the legal support ecosystem.
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Summary Judgment Denied Defendant in Declaratory Action by Producer of To Kill a Mockingbird Broadway Play Seeking Amateur Theatrical Rights
How AI Has Affected PR
When we consider how the use of AI affects legal PR and communications, we have to look at it as an industrywide global phenomenon. A recent online conference provided an overview of the latest AI trends in public relations, and specifically, the impact of AI on communications. Here are some of the key points and takeaways from several of the speakers, who provided current best practices, tips, concerns and case studies.