The Law Gazette reports on some interesting research commissioned by MMA digital, a lead generation company in the legal sector, that the strong majority of consumers want to conduct their relationship with their law firm, particularly initially, on-line.
Although the focus of the report is more on B2C legal services, it does chime with our experience in this area. I think there are two aspects to it:
Firstly, people do not like to be sold to - and will go to some efforts to avoid a 'salesy' situation.
But second, when people are so competent with digital resources, it is often just slow and tedious to get sales people involved. People would prefer a self-service approach where possible.
Dez Derry, chief executive at mmadigital said: ‘It’s clear from our research that consumers feel far more comfortable sitting behind a keyboard or a handset to make at least their first contact with a law firm.