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Telephone and email are the most preferred ways to contact businesses, according to new research from global outsourced communications provider Moneypenny.

2023 has been a year of challenges. Rising interest rates and the cost-of-living crisis continue to impact every sector, including legal. Coupled with a global talent shortage and the climate emergency driving widespread and rapid environmental improvements in organisations of all sizes – it’s been a testing year.

The rise of artificial intelligence (AI) has become prominent in many sectors from marketing to financial services and healthcare – and many media outlets continue to debate whether technology can ever replace human touch and interaction.

Traditionally, outsourcing has often been seen by legal firms as a cost saving exercise. Yet turning to a third party can also bring immense health and wellbeing benefits for staff, as well as have a positive effect on client relations and customer care.

For any legal business that wants to ensure a positive experience online, live chat is an effective way to give customers the human touch and delivering the answers they need in real time.