BLS launches Legal Client Journey project with Insight6

Posted on31 October 2023

Be a part of the Bristol and Bath Legal Client Journey Project. By doing so you will:

Learn how phone, online and live chat enquiries are handled by your team
Identify how well the benefits of your firm are sold to potential clients
Identify the strengths and weaknesses of your firm's processes and procedures

The SRA continues to be very focused on transparency and the importance of consumer review sites and getting it right at the point of enquiry not only serves to increase conversion rates but can also prevent a poor public review from a disgruntled enquirer.

Insight6 are offering BLS members CX Reviews (mystery shops) to measure and comment on the way in which the firm handles new enquiries through their phone and website. The aim is to get as many firms on board as possible which will allow a good number to benchmark against across the city region/ competitors.

With this data, Insight6 will develop the Bristol Law Society Professional Client Journey Report, which can be shared with all members. Firms can choose the practice area to benchmark and the number of calls in order to participate.

For more information watch this short explanatory video from Jonathan Winchester, CEO. Full details and how to register can also be found via the webpage hosting the video link.

Burges Salmon has been an enthusiastic supporter of BLS for many years. BLS provides a valuable role in uniting and promoting the whole of the legal sector across Bristol to benefit both its members and the city. It facilitates collaboration across the sector to ensure that we can all make a difference. Whether that is driving important initiatives in, for example, Equality, Diversity and Inclusion and the use of new technologies, liaising with stakeholders and charities in our wider community or providing training to generations of lawyers, the service and support provided by BLS is invaluable. More recently BLS has taken a lead on promoting Bristol’s legal brand, encouraging legal and business services talent to come to the city, which in turn attracts clients and inward investment to our thriving and vibrant commercial community. BLS breaks down barriers and brings those in the profession together for the greater good. We are proud of our long-standing association with BLS.
Roger Bull - Managing Partner, Burges Salmon
Three things to say about my experience of working with Bristol Law Society. Their central team, council members and general hangers-on are just about the nicest, most generous group of people working in the legal sector today. The numerous events, awards, socials and conferences I’ve had the pleasure to attend over the years have been, without exception, top quality and supremely organised. And, thirdly, they consistently exceed and challenge the boundaries of what lawyers might assume a regional Law Society will restrict activities to – from a hugely successful charitable school meals drive to corporate social responsibility and diversity campaigns to being joint architects and coordinators of the region’s unique Bristol+BathLegalTech group, which it has been my privilege to co-chair for the last five years.
Chris Bull - Principal, Edge International
As one of the leading Insurance brokers for law firms in the UK and with a large presence in Bristol it seemed only natural for us to support the Bristol Law Society. Bristol Law Society is one of the oldest and most vibrant of the Law Societies in England and Wales. We are pleased to be working with them on important matters relating to law firms’ liability insurances and Risk Management. From Sole Practitioner to Top 20 law firms we are sure our two organisations can provide excellent support and assistance for the challenges faced by the legal profession.
Matthew Baker - Financial Lines Group, Howden Insurance Brokers Ltd
Joining BLS in 2013 and becoming President in 2018/19 has created many longstanding friendships and business relationships, whilst also unlocking doors to other opportunities in the City. BLS enabled a perfect balance of professional development and also opportunities to give back to the legal and wider community. I am pleased that my Firm has supported BLS in many capacities since 2013 and continues to do so.
Nicholas Lee- Managing Director of Paragon Costs Solutions and Past President of BLS