Support

Support puts all your lawyer interactions in one place allowing business support to provide seamless and efficient support

Sophisticated features to help business support teams manage fee earner support requests

Guided mode

Decrease response time and allow support team members to focus on the next ticket. Support staff simply move from one ticket to the next, with no cherry-picking to cause delays in instructions.

Built for Business Rules

With skills-based routing, tickets are assigned to the right support team member, with the right expertise, every time. iTasks can also create in-built triggers, based on specific changes or time-based conditions, to automatically guide the ticket workflow.

Save time with pre-set ticket actions

Respond quickly to common requests with pre-set actions, change the status of a ticket or alter certain fields– all automatically.

Guide the way, with Pathfinder

Help your support team solve enquiries quickly and efficiently by showing them which help guides and Community posts the fee earner viewed prior to, and after, submitting a ticket.

Speak in your fee earner’s language, with Dynamic Content

For international law firms, business support can be expanded across seas and continents, as the Dynamic Content feature handles the translation between parties.

Save time with pre-set ticket actions

Hand your support team members the tool they need to collaborate between one another –for fee earner tickets that get solved faster.

Find out how to improve your
FEx ( Fee Earner Experience)

Learn about FEx

Guide

Your firms intranet, but super-charged!

Guide is more than just a collection of articles. It’s a smart knowledge base that helps you capture and leverage your firm’s know-how. It works natively with Support to deliver better self-service for lawyers and improve business support efficiency.

Control access

You choose who can view your knowledge base. Keep some content for your agents only, require registration, or open it up to the public in your Help Centre.

Structured content, unlimited articles

Organise your articles in multiple levels—including Categories and Sections—so it’s easy for your customers to find what they need.

Lists and labels

Get an overview of all your published and unpublished knowledge base content with customised article lists that you can share with your team, and refine with search, filters and article labels.

Restore deleted content

All your content is archived, so even if you delete something by accident, you can get it back.

Content history

Understand how your knowledge base content evolves over time. See a list of edits and changes, so you can always be up to date with the latest revisions.

Think globally

Localise your content in 40+ languages so you can serve customers in their native language.

Allow your staff and lawyers to self-service

Control access

You choose who can view your knowledge base. Keep some content for your agents only, require registration, or open it up to the public in your Help Centre.

Structured content, unlimited articles

Organise your articles in multiple levels—including Categories and Sections—so it’s easy for your customers to find what they need.

Restore deleted content

All your content is archived, so even if you delete something by accident, you can get it back.

Content history

Understand how your knowledge base content evolves over time. See a list of edits and changes, so you can always be up to date with the latest revisions.

Let us guide the way

Arrange a demo

Chat

A fast and responsive way to connect with fee earners and staff in the moment

Allow your staff and lawyers to self-service

Help lawyers and staff find what they are looking for

Increase productivity with proactive engagement

Improve satisfaction by faster response times

Talk

Call software built in to increase reaction times for lawyers requiring support on the move

The basics

Boost productivity

Allow business support staff to receive calls direct, allowing auto ticket creation, call recording and full call history

Track and improve

With Talk you are able to assess the types of calls received, and adjust other aspects such as Guide and Support to streamline requests

Stay flexible

Very simple to install into Support – no additional technicians, equipment or training required

Making and taking calls

Forward to phone

Forward calls to an external number, providing agents the flexibility to take calls from mobile phones or landlines.

Automatic ticket creation

iTasks automatically turns calls and voicemails into tickets for easy record keeping and issue resolution.

Warm transfer

Warm transfer lets agents consult with a new agent before handing off, to make sure the receiving agent is available and ready to help.

Call control

Mute and unmute as needed from the call console. Place a caller on hold from the call console to consult with another agent or track down other information.

Call recording

Record inbound and outbound calls for easy reference, troubleshooting and QA.

Caller ID and history

Automatically surface customer details, including full interaction history from previous emails, chats and other channels, for seamless and personal support.

Support Guide Chat Talk