Salt Lake City, UT — February 6, 2024 — Filevine, leading legal technology provider, announced the launch of Live Help, a new initiative offering real-time video support from Filevine experts. This new support model enables Filevine customers to share their screens and have direct dialogue with Filevine team members in real-time. The service is designed to streamline issue resolution and efficiently escalate critical problems, offering more personalized support than traditional chat and email methods. Since its soft-launch, Filevine has hosted thousands of video calls with its customers, of which 94% have resulted in the issue being solved on the call.
“Sometimes business leaders fall into doing things the way they have always been done. Chat support is standard and ubiquitous in tech, but it doesn't work for our customers. That means it doesn't work for us,” said Filevine’s Co-Founder and CEO, Ryan Anderson. “We have been testing Live Help for a few months now, and the evidence is overwhelming. Live Help has proven better in every metric. Customers get their problems solved faster, with higher quality, and they have a better experience. So, we've decided to make this permanent, and we’re thrilled do so.”
To access Live Help, customers simply fill out an intake form and enter a video conferencing call where they are connected with a Filevine expert to view and troubleshoot their problems firsthand. According to Filevine's VP of Strategy and Efficiency, Justin Witt, the majority of client issues are addressed within 10-minutes through this face-to-face support. Filevine’s Live Help is available 7:00 a.m. to 6:00 p.m. MST during business days.
"Filevine has hit a home run with their new Live Help feature,” said Fran Panto, Filevine User and Law Firm Consultant. "You can now access quick and easy help from a real person who will answer your questions and walk you through the solution via screen share. This is a game-changer!"
Live Help builds on existing customer support resources, including:
“At Filevine, we believe that the best support comes through timely, detailed, and contextualized responses,” said Witt. “Our team is deeply knowledgeable about our products, creative in their solutions, and committed to working hand-in-hand with customers to solve their problems. This shift will allow us to provide swift, more personalized support to our growing customer base.”
To access Live Help or learn more, visit Filevine’s Help Center at https://support.filevine.com/.
About Filevine
Filevine is changing the way legal work gets done for law practitioners and their clients. As the leading legal operating system, Filevine is dedicated to empowering organizations with tools to simplify high-stakes legal work. That is why Filevine now offers a full suite of AI-powered solutions custom built with the legal user in mind. Powering everything from lead intake and e-signatures, to document assembly and case management, to timekeeping, billing, payments and business analytics, Filevine is used by over 3,400 law firms and legal teams daily to deliver excellence. Filevine is recognized on the Deloitte Technology Fast 500 and Utah Business Fast 50 lists, is a Top Workplace USA winner, and is among the fastest-growing companies on the 2023 Inc. 5000 list.