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 (SLAs) 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.
