In a significant move to enhance client support, Filevine, a prominent name in legal technology, has introduced Live Help, a pioneering service offering real-time video assistance from their experts. This innovative support system enables customers to share their screens and engage directly with Filevine professionals, ensuring faster problem resolution and efficient handling of critical issues. This method provides a more personalized experience compared to the conventional chat and email support systems. Since its initial rollout, Filevine has successfully conducted thousands of video interactions, with an impressive 94% of issues being resolved immediately.
Ryan Anderson, Co-Founder and CEO of Filevine, remarked, “Often, businesses stick to traditional methods like chat support, which is prevalent in tech but not effective for our clients. Therefore, it doesn't work for us. Our trials with Live Help have shown remarkable results. It surpasses all metrics, offering faster, higher-quality solutions and a superior customer experience. We are excited to make this a permanent feature.”
To utilize Live Help, clients complete an intake form and join a video call where they connect with a Filevine expert who can directly view and address their issues. According to Justin Witt, Filevine's VP of Strategy and Efficiency, most client concerns are resolved within 10 minutes through this direct support. Live Help is available from 7:00 a.m. to 6:00 p.m. MST on business days.
Fran Panto, a Filevine user and law firm consultant, praised the new feature, stating, "Filevine's Live Help is a breakthrough. You can now get quick, easy assistance from a real person who guides you through solutions via screen sharing. It's a game-changer!"
Expanded Support Resources
Live Help complements Filevine's existing support resources, which include:
- SidebarAI - A virtual assistant tool by Filevine.
- Filevine University - A platform for training and certification.
- Help Center - A comprehensive resource hub.
- Certified Implementation Partners - A network of partners.
- Webinar series - Educational content available on-demand.
Witt emphasized, “At Filevine, we prioritize timely, detailed, and contextualized support. Our team is highly knowledgeable about our products, innovative in their solutions, and dedicated to collaborating with customers to resolve their issues. This transition allows us to offer faster, more personalized support to our expanding client base.”
About Filevine
Filevine is transforming the legal industry by providing a comprehensive legal operating system that empowers law practitioners and their clients. With a suite of AI-driven solutions, Filevine simplifies complex legal tasks, offering tools for lead intake, e-signatures, document assembly, case management, timekeeping, billing, payments, and business analytics. Over 3,400 law firms and legal teams rely on Filevine daily to achieve excellence. The company is recognized on the Deloitte Technology Fast 500 and Utah Business Fast 50 lists, is a Top Workplace USA winner, and ranks among the fastest-growing companies on the 2023 Inc. 5000 list.