When it comes to lawyers, I think that the court is fighting hard to maintain the image of social rule of law and fairness and justice. The law firm is where these legal elites gather.
The legal industry has high requirements for service quality. How can law firms serve each client well, ensure the security and confidentiality of information in each case, and how can they train new people to enter this high threshold industry?
Jingshi Law Firm, with a professional legal service team of more than 8200 people, is one of the largest law firms among the 36500 in China. Their lawyers' professionalism and success rate are among the best in the industry, It was selected as the "Top Three Asian Law Firms" by ALB magazine of Thomson Reuters.
As one of the earliest branches with leading performance in China, Jingshi Wuhan is the pioneer of the whole Jingshi digital transformation. It is the first to establish Jingshi's first "Digital Economy Research Institute" to help the law firm grow rapidly—— To gain customers' trust and reputation externally; Internally, it effectively manages more than 8200 legal practitioners.
When many people encounter legal problems, they tend to prefer familiar lawyers or well-known law firms. If there is no lawyer around, there may be a lot of inconvenience in the consultation stage. on the other hand, The clients of law firms are mainly accumulated through the introduction of lawyers' old clients and acquaintances. Law firms often have to wait for customers to come to their door before they can start formal reception and service. If law firms want to further expand their influence and customers, it is necessary to expand online word-of-mouth publicity platforms.
However, in the past, many enterprises used to advertise and buy traffic online, which really impressed customers. When customers needed advice, they could not communicate directly with enterprises. I learned about the law firm after reading the advertisement, but I still got on-site consultation when encountering problems.
How to solve this problem and expand the potential customers brought by online traffic?
At ordinary times, Beijing Normal University will release the content of legal popularization and brand honor on the public account, video number and other platforms. At the same time, They also tried to connect "WeChat customer service" to these platforms, so that customers can receive timely feedback and services when they have inquiries, which soon led to a 10% increase in customer inquiries.
What exactly did they do?
First, let customers contact the law firm directly when they need consultation. The customer was impressed by the legal popularization content on the public account and video account of the law firm. When encountering problems, they can directly consult the customer service of the law firm. For law firms, customers' messages are sent directly to "Enterprise WeChat", so customer service can know and respond to customers' questions more quickly.
Then, the law firm will match the lawyers corresponding to the case: those who are willing to briefly describe the situation of the case and leave basic information and contact information are often customers who need lawyer services more urgently. At this time, the customer service will judge whether the case belongs to property, divorce or labor dispute? Then they will be transferred to lawyers who are good at such cases, and lawyers will answer more professional questions.
After preliminary Q&A, if the customer wants to sign a contract and discuss more details of the case with the lawyer, the customer service will invite the customer to the law firm to communicate with the lawyer face to face.
Compared with the way that clients were introduced by acquaintances and communicated by lawyers throughout the process, this approach is now much more convenient:
For lawyers, the burden is reduced, With the early communication and screening by customer service, lawyers are already good at their own cases when negotiating with customers, and have basically understood the background, so they can talk more targeted and in-depth.
For customers, they can also get faster answers, You don't have to go to the law firm every time and have preliminary consultation. Customers can quickly consult and get professional and authoritative answers on the familiar WeChat.
With such professional and timely legal consulting services, the online consulting volume and signing rate of Jingshi Wuhan Law Firm are rising. The process of legal service is often very long. Take litigation as an example: from early consultation, evidence collection, litigation, to court session, it can be as short as a few months, or as long as it lasts for several years. Finding professional lawyers for clients is only the first step. In this process, how to continuously make customers trust and satisfy, so as to enhance the reputation of the law firm?
First of all, when the contracted customers have problems, they can get timely responses throughout the whole process.
Many people can't fight several lawsuits in their life, and there are a lot of puzzles in the process: what evidence materials need to be provided? What are the relevant laws? Can I make an appointment with a lawyer today? What month and date does the trial begin?
Previously, clients added lawyers' personal WeChat messages, and lawyers were busy with cases, so their replies might not be timely. The customer had to wait anxiously, and felt bad about the experience.
Now, Jingshi Wuhan will, Create a dedicated "customer service group", where lawyers, paralegals and customer service are all in the group. If customers have any questions, they can contact their enterprise WeChat with WeChat.
Some routine questions, such as appointment of time and process, can be answered immediately by customer service; The paralegal can also answer questions about legal documents in a timely manner. Only the most professional questions related to the case can be answered by lawyers. Many people serve one customer professionally and timely, which improves the customer's trust and satisfaction.
Secondly, the case progress and service process should be clear and transparent, so that customers can grasp them at any time.
The two issues that ordinary people are most concerned about in a lawsuit are: Where is my case? Is it going well? What is my lawyer's fee spent on? What has the lawyer team done, and what should I do next?
In the past, the legal service process was opaque to customers. Maybe the lawyer team was busy behind for more than ten hours. The customer didn't know who they communicated with and what materials they prepared, It is easy to lose trust and patience in waiting anxiously.
But it is difficult to synchronize everything in time. One or two words in the group are unclear, right? It is also difficult to find time when everyone is free.
It occurred to Beijing and Wuhan that, The enterprise WeChat "online document" can be used to sort out and synchronize the case progress and service process in a timely manner and send them to the group. Customers can see the latest progress at any time when they open it, and the process is clear and transparent.
Why use enterprise WeChat documents?
Because it can be updated in real time, it is always the latest version.
For example, what did the lawyer team do in the past few months and days, what consensus was reached at the meeting with the client, what witnesses or third persons did they meet, what information and evidence did they have, and what litigation materials were prepared have to How to use one document to make it clear. The law firm has been updated. Customers can read it on WeChat without waiting. I don't know where the lawyer's fees are spent.
Enterprise WeChat documents are also convenient for multiple people to collaborate, and all project members can read and edit them together. For example, some government level and enterprise level mega projects involve a large number of people, money and matters, which require the cooperation of multiple lawyers in the law firm, and customers also have multiple departments to connect. By using enterprise WeChat forms, internal and external collaboration is very convenient: documents can be updated and supplemented by @ colleagues, or sent directly to customers' WeChat. Customers can view and edit multiple departments at the same time, without downloading apps.
Because it can respond to customer problems in a timely manner and synchronize the case progress in a timely manner, The customer satisfaction of Jingshi Wuhan Law Firm has achieved the best "zero negative rating" in the industry.
For the legal service industry, protecting customer privacy and case situations is the "bottom line". How to ensure customer and internal information security? Jingshi believes that information security depends first on awareness and then on tools.
They require the lawyer team and all employees to adhere to the "rigorous" practice attitude and always put the confidentiality of customer information first. In addition, when communicating with customers, information and materials that have not been finally confirmed internally cannot be sent to customers privately.
When choosing digital tools, Jingshi is also cautious, considering many aspects:
First of all, a lot of case data, such as customer's personal privacy, business secrets, key evidence and internal data of the lawyer team, should not only be secure and confidential, but also be flexible and controllable.
such as Customer privacy shall not be disclosed to the public media to maintain judicial impartiality; Key evidence shall not be disclosed to the opposing lawyer, otherwise it may lead to losing the lawsuit; For another example, only lawyers and customers, even management, can see the customer's business data and trade secrets, which cannot fall to the customer's competitors
In the past, these confidential materials were Excel and other local files are stored on personal computers and hard disks, and are transmitted through WeChat. How many people have read and downloaded them, and when they were leaked, are unknown.
After comparison, Beijing Normal Wuhan Law Firm decided to use enterprise WeChat documents and WeChat disks to ensure information security.
The enterprise WeChat documents and microdisks can be set with permissions, which are safe and controllable. All case materials, whether documents, photos, videos or the entire folder, can be precisely set up for who can see, download and edit. For example, an enterprise's money account can be set to be viewed only by core members of the lawyer team, a department of the customer or a person in charge.
If you are afraid that someone will take a screenshot, you can also add a real name watermark to the document. The law firm can pursue the legal responsibility of the person who traced the leak. In addition to online documents, they still use Word How to keep local files such as Excel confidential?
Previously, although W ord、E xcel When they can set a protection password, but send the encrypted file and password to the customer together, it is equivalent to giving the key and lock to others, and no one knows who has seen or downloaded them.
Now, you can open the "File Confidentiality Mode" on enterprise WeChat. After that, Word Excel, PPT and other files can also manage browsing, forwarding and downloading permissions.
Secondly, the case data used to be stored in lawyers' personal computers and hard disks. Some lawyers leave their jobs and take away their clients and case materials together. In this way, first, information for customers, individuals and enterprises is not secure; Second, for law firms, customer resources have also been lost. Jingshi found that the enterprise WeChat "data handover" function can solve this problem.
The use of enterprise WeChat, clients added by lawyers, as well as documents, microdisks and other data are all digital assets belonging to the enterprise, which can be "one click handover" to another lawyer when leaving. The latter can quickly and comprehensively understand the customer situation and continue to serve customers well.
In the event that an employee resigns or mistakenly deletes important case data, the "data security model" of WeChat can also "one click restore" important documents to retrieve these data assets.![]()
With the security guarantee of enterprise WeChat, Jingshi Wuhan's service can reassure the highly demanding provincial development and reform commission, tax bureau and other government agencies, as well as large state-owned enterprises, public institutions and listed company customers.
Robert, a famous barrister, said, "Lawyers rely more on experience than logic.". This is because lawyers should not only have professional legal knowledge, but also have strong analytical and negotiating skills, which need to be accumulated in practice.
Therefore, when a new lawyer arrives at a law firm, he or she should learn from a senior lawyer for three to five years master "Help and guide".
However, the traditional apprenticeship system has some drawbacks:
On the one hand, everyone's learning ability and growth speed are different. Logic and experience are very flexible. Some apprentices are slow to understand. Shifu may be too critical in a hurry, which will dampen the enthusiasm of newcomers.
conversely, division The father's experience and ability may also become the ceiling limiting the apprentice. Some apprentices grow very fast, exceeding master How can we further grow?
Wuhan, the capital of China, has explored a digital talent training mode, taking "knowledge management" as a supplement to the traditional "apprenticeship system".
First, sort out some standardized and procedural experiences in the business to help newcomers get started faster.
For example, what are the steps, what should be done in each step, and what precautions should be taken in the investment and M&A of enterprises? Jingshi Wuhan will use enterprise WeChat "documents" to sort out clear guidelines.
Previously, lawyers who had been practicing for three or five years could handle the business, but now new lawyers can also gradually start. New people can also gradually polish their business logic and experience in the process of practice.![]()
Secondly, we should establish a corporate "knowledge base" so that newcomers can learn from the lawyer experience of "law firms".
In the past, only one disciple could follow division Parent, division The apprentice learns what the father is good at. But there are thousands of lawyers from different departments and different specialties in the whole department of Beijing Normal University, such as those who are good at medical treatment, new energy, new media and other fields.
Why not let more young lawyers learn from these valuable experiences?
Therefore, Beijing Normal University will invite lawyers from all over the country to hold regular training seminars to share professional knowledge and cases in specific fields. These training courseware PPT , videos, etc. are stored in the enterprise WeChat "WeChat disk", and a professional "knowledge base" has been established.
In this way, the experience of the whole Jingshi Department of lawyers is deposited in the company and can be freely shared internally.
Lawyers with lower qualifications can search for corresponding resources in the microdisk, learn repeatedly, and check and fill gaps; Young lawyers who have grown rapidly and are able to learn more can also find corresponding teachers according to their interests and needs And resources to expand more capacity sectors.![]()
Finally, establish an incentive mechanism: there are points for learning, which are linked to the qualification of lawyers.
New lawyers should learn from the jurisprudence of the Supreme People's Court and fill in learning feedback. Jingshi has connected this learning points system to the enterprise WeChat, so that newcomers can learn anytime and anywhere on their mobile phones.
Because of a complete talent training system, new lawyers can grow better in Beijing. The capital Wuhan attracts many law students from Wuhan University, Zhongnan University of Economics and Law, East China Normal University and other universities to practice and work in law firms every year.
Law firms and lawyers, while maintaining social fairness and the rule of law, have more rigorous and rigorous requirements on themselves than any industry or practitioner. How to help this traditional industry, which pays attention to specialty in customer service, inheritance in talent training, and nearly strict in data security, to carry out digital transformation, Jingshi Wuhan and WeChat have jointly explored a path of "integration of internal and external", where tradition and digitalization complement each other.
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