Improving customer care with technology
20th August 2021

PLS is proud to be a modern law firm that is always looking for new ways to advance the way in which the property sector services its customers. This is made clear through our approach to using advanced technology to improve communications and customer care with our clients.

After rapid growth in the property markets in London, Liverpool, and Manchester, PLS has progressively found new ways to communicate with customers. The result has been instant updates on clients’ cases, with easy access to important documents and information regarding the buying and selling of a property.

Excellent customer service requires innovation and tip-top communication skills. We believe that our new advancements in technology will allow us to deliver excellent customer service consistently and become the most popular conveyancer in the UK.

Our vision is to be the country’s favourite conveyancer. When designing new technology solutions taking the stress out of buying a house and helping our customers feel in control is a key priority for us.

The PLS 24/7 app and desktop Portal affords our customers a fast, efficient, and accessible service when buying or selling their homes. Through the Portal our customers have the comfort of knowing exactly where they and our team of conveyancers are up to on their case.

The PLS 24/7 app, which is available on smart phones and Android, also allows customers to contact us through a brand-new built-in messaging service, further demonstrating our dedication to lightening speed communications between our staff and customers and to enable our customers to keep track of their conversations in one easy location

Last year, we launched the askPLS Alexa Skills app, the only law firm in the UK to do so, further demonstrating our commitment to breaking boundaries and being the leading modern law firm. This new Amazon Skill allows our clients to simply ask Alexa for updates on their cases.

“We believe that the secret to success is to balance online innovation with personal communication. Our approach has resulted in timely Exchanges and higher completion levels on customer purchases and sales than ever before.”

Says Dean Carruthers, Head of Operations

Our new technology has put the customer in control and takes out the formality – something that is often mentioned in our Google and Trustpilot Reviews. Through these platforms, customers can see for themselves whether a law firm is performing and is trustworthy. Whilst we do not always get it right, we always emphasise the importance of openly encouraging customer feedback. This is the only way to improve. We use this feedback to motivate our staff and work harder for our customers who rely on us when buying and selling their homes.

We believe that with our focus on technology in an increasingly virtual world and supporting the wellbeing of our customers, that we will continue to be the country’s favourite conveyancer.

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