Most people — especially lawyers — would not imagine that a legal technology company’s focus is on customer satisfaction. After all, aren’t those companies, so the thinking goes, bent on replacing lawyers?
A recent visit to LegalZoom revealed that it is deeply committed to ensuring its technology is customer friendly. It is equally zealous about optimizing customer satisfaction for its subscription services customers. These are individuals and small businesses that, for a monthly fee, have unlimited 30minute consultations with a panel of counsel. The attorneys are independent contractors who maintain their own practices while providing consults for LegalZoom customers. These sessions often result in client engagements for which LegalZoom receives no fee.