Providing a premier legal helpline with dedicated, experienced advisors, excellent customer service and online information is a certain value added benefit designed to improve member acquisition and retention. Here at Law Express we use only in house staff fully trained and nurtured by us. There are no bots or AI used to provide our service. We believe in the power of connectivity and direct communication which allows:
• Emotional intelligence and empathy to connect with the caller:
We work hard to ensure our advisors are recruited to understand a callers emotional as well as legal needs.
• Creativity and critical thinking for problem solving:
Not all legal presenting issues are solved with a legal outcome. Some require a more lateral approach and practical problem solving.
• Building relationships and trust with the caller and the client:
In our experience the power of telephone talking creates an environment where confidential information is shared and explored.
• Adaptability and Flexibility for contextual nuance:
Our connectivity means we can understand ambiguity and complex dynamics – when something is possible and when it is not.
The Call Process
- All calls received by Law Express are handled by our in house Triage Team in our offices near Bristol.
- The call is then allocated to an appropriately experienced legal advisor who will return the call within two hours. Should a caller make a specific time request this will be logged.
- All calls are recorded and notes are taken by each advisor and logged on an electronic file allowing for subsequent advice calls to be made in the full knowledge of any earlier history.
- All advice is tailored to the presenting circumstances and links to factsheets or other online information provided as a follow up where necessary.
With the ability to provide…
A dedicated telephone number and bespoke answering service – our hours of operation are 8.00 am to 8.00 pm Monday to Friday, 9.00 am to 12 noon Saturday and Sunday. Advisors are recruited to deal with often complex issues in a manner which is easy for the caller to understand.
Calls are completely confidential
All our calls are recorded and retained in accordance with GDPR requirements but may be used for training and monitoring purposes. Whilst our advisors are happy to discuss the contents of any documentation and to assist with the content of any letters, they are unable to offer a full inhouse drafting service.
Topics we cover…
Children, Marriage, Divorce and Living Together, Employment, Dismissal and Grievance, Goods and Services, Dealing with Builders, Property, Neighbours and Landlord, Tax, Wills & Probate, Personal Injury and Motoring, Commercial Disputes and more.