How Glade’s AI Customer Management Works

The Modern Law Firm series delves into how AI can streamline your law firm — whether it’s by saving you time and money, eliminating mistakes and redundancies or making your workflow more efficient. 

Customer management tools can help you manage and communicate with your clients all in one place. It’s an especially important tool for law firms with many lawyers, legal assistants and clients. For example, say one of your lawyers has an emergency and is unexpectedly out. You still need to move a bankruptcy case along. With a customer management system, everyone on the team has visibility into where the case is and what is pending. Anyone on your staff can pick up where the lawyer on the case left off.

Learn more about the benefits of a customer management system, and get a look into how Glade is helping legal teams work more efficiently. 

All images used in this post are for educational purposes only. They are fake companies to illustrate Glade's abilities.

3 Benefits of Customer Management Tools

Here are a few ways customer management software can help your team:

1. Centralizes Client Data and Interactions

A customer management tool gives you one place to store information about your clients. You don’t need to use multiple programs to track their documents or questions. This makes it easy for your team and your clients since you don’t need to sign into multiple accounts. 

2. Offers a Bird’s Eye View of Clients

Whether you haven’t spoken to a client for a few weeks or you’re picking up where someone else left off, you have a bird’s eye view of clients. You can easily check out their profile and learn everything you need to know to meet with them. 

3. Automates Processes

A customer management tool can automate steps, such as sending an email when you need information from a client or following up when they haven’t responded to a request. 

7 Capabilities of Glade’s Customer Management System

Glade’s customer management system offers a variety of automations, but also gives you the flexibility to manually complete tasks when necessary. Here’s an overview of the tool:

1. AI Chatbot

Available 24/7, Glade’s AI chatbot can respond to your clients at any point. Since you can’t always be available to clients and potential leads, your chatbot agent can respond to them. They can even mimic your voice. One Glade customer wanted a more sympathetic chatbot that matched her tone. Learn more about that process here. 

If you want to turn off the chatbot feature, you can also do that so you can communicate directly with clients. 

2. Mobile-Friendliness

People spend a lot of time on their phones. According to Statista, internet users spend about 57% of their time using their mobile devices. That means that having a mobile-friendly platform is a must if you want to meet customers where they are. Glade lets customers work on their case, including uploading documents and making payments, through the mobile portal. 

3. Lead Builder

Someone may reach out to you because they want to get information about your firm and how you operate. Glade makes it easy to separate them from other contacts and help you build leads. 

4. Messenger  

You can communicate with clients through emails or messenger, which can prove useful if your client reaches out to you during business hours. It’ll help you respond to them in a timely manner. You can also use filters so you can sort clients and potential clients, making it easy to parse through your messages. For example, you can hit the “Needs response” filter so you can make sure no one is awaiting a reply.

You can also attach documents, payment requests and more through a message.

5. Cadence Scheduler

You can schedule how often your AI agent sends reminders or communication to your clients. Since you can do this individually for each client, you can ensure you are providing the right type of experience for each person.

6. Internal Note Tracker

Glade’s customer management system is robust. It lets you see all your client information in one place. But you might still need to write notes about specific interactions or reminders that the team could find useful. For example, you might have a client who enjoys small talk about a specific baseball team. While this doesn’t pertain to their case, it can help other team members find common ground with your client. By adding the note to their account, it gives everyone at your firm a way to connect with them, too.

7. Client Reminders

Sometimes clients needs a reminder, and Glade makes this process as easy as possible for them. They'll receive a message that breaks down everything they need.