LegalPlace Provides Flexible, Scalable Customer Support to Entrepreneurs Powered by Vonage Contact Center

Together with Salesforce, Vonage Contact Center provides LegalPlace with a scalable, flexible solution that boosts employee experience and productivity and ultimately delivers better customer engagement.

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Challenge

Find a contact center solution that meets both the sales and customer success needs of a fast-growing digital company
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Solution

Vonage Contact Center, Salesforce Integration, Conversation Analyzer, Advanced Reporting
Key

Results

Cut time to first contact by 50%, Increased efficiency for sales team, Improved customer and agent experience

When entrepreneurs have a great idea, but need help making their business a reality, they contact LegalPlace. Based in France and founded in 2016 by a team of engineers and lawyers with the aim of democratizing access to law, LegalPlace now provides legal services and guidance to more than 150,000 clients - and this number continues to grow!

“When we started LegalPlace five years ago, our goal was to help entrepreneurs become independent, do what they love and stop wasting time or money on legal matters,” said Samuel Goldstein, CMO & Co-founder, LegalPlace. “We have seen exponential growth very quickly and with our customer success and sales teams expanding we needed a contact center solution that could scale and grow with us. Not only that, we needed something flexible to meet the shifting needs of our customers, and our team.”

Vonage Contact Center (VCC), integrated into Salesforce, provides LegalPlace with a scalable, flexible solution that boosts employee experience and productivity and ultimately delivers better customer engagement. 

Customizing the Customer Journey

For businesses like LegalPlace that leverage Salesforce, VCC is the right choice to power great customer conversations. VCC seamlessly integrates directly within the Salesforce instance and provides key customer data and insights, as well as communications tools that empower personalized connections across every channel.

“Our previous tool did not have the power to scale with our needs and it did not integrate with our existing Salesforce platform,” said Goldstein. “Vonage integrates so smoothly with Salesforce, and tracks everything for our team. We have a single, beautiful dashboard that shows sales and customer success agents everything they need to know to provide a seamless, personal experience at a glance.” 

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“Vonage integrates so smoothly with Salesforce, and tracks everything for our team. We have a single, beautiful dashboard that shows sales and customer success agents everything they need to know to provide a seamless, personal experience at a glance.”
- Samuel Goldstein, CMO & Co-founder, LegalPlace

Exceeding Customer Expectations

“When we began working with Salesforce, we searched for a contact center solution that not only added value to that investment, but was also highly customizable in terms of customer success and sales,” notes Goldstein. “The Vonage solution met all of our needs and we have been very impressed with what VCC has allowed us to do - basically everything we had in mind, VCC could do.”

Thanks to the rich, customizable features of Vonage Contact Center, LegalPlace is exceeding customer and agent expectations through: 

  • Enhanced Productivity - Prior to choosing Vonage, the LegalPlace sales team struggled to keep up with the volume of calls they were receiving - over 200 - 300 calls a day. VCC refreshes lead lists in real time and redirects leads to the right contact - cutting time to first contact by over 50% and allowing the sales team to focus on what is important - connecting with prospects.  

  • Conversation Analyzer - After working with Vonage for a few months, LegalPlace realized additional value by implementing the Conversation Analyzer tool. Conversation Analyzer gives employees the power to filter conversations based on keywords and organize interactions by category to help with quality management, best practice, compliance, coaching, and more—all designed to boost the customer experience.

  • Dynamic Call Routing  - Before using VCC integrated with Salesforce, clients and prospects would call the single LegalPlace number and the team would need to manually transfer calls to the right person. Now, the VCC and Salesforce solution automatically routes calls to the right team and the right person which enhances the impact of customer success. The solution also streamlines follow-up, allowing the LegalPlace team to schedule additional calls or meetings with one click.  

Finding the Right Partner for Future Growth

With Vonage, LegalPlace has chosen not just a contact center provider, but a partner in growth. 

“Working with the Vonage team has been incredible and the integration was simple and fast,” recalls Goldstein. “We needed to launch in less than two months and the Vonage team asked the right questions, understood our needs and made the process very smooth - even fun at times!” 

Businesses that have the right tools—not to mention an eye to the future—are ready for tomorrow, now. As LegalPlace’s business and customer needs continue to shift and change, the breadth of the Vonage platform offers additional features - including self-serve customer service and AI-powered tools -  that can be easily and quickly integrated into the existing solution. 

Discover how Vonage Contact Center can provide customizable, intelligent customer and agent engagement tools for your business.

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