Communication

5 Examples of Our Commitment to Exceptional Customer Support

Greg Haney
Greg Haney
July 27, 2021

LawPay’s business philosophy has always been guided by one simple fact: a company cannot exist without its customers. It’s why a commitment to our customers is written into the DNA of our company.

Each of our organization’s core values revolves around exceeding the expectations of both existing and potential customers. In response, our customers consistently demonstrate how much they appreciate LawPay and our dedication to supporting them by submitting reviews, offering feedback, and referring colleagues.

Frankly, we could not be more grateful for the enthusiasm and loyalty of our customers. And because we understand that the quality of support a company provides is the clearest indicator of how dedicated a business really is to its customers, we strive every day to make our customer support experience exceptional.

Here’s a look at a few of the ways we express our gratitude for legal professionals like you through the LawPay customer support experience.

Underwriting Team

Our commitment to offering exceptional customer support starts before a customer even begins using LawPay.

When you first create your LawPay account, our underwriting team reviews all of the submitted contact information, requests supporting documentation when necessary, and runs both an identity verification as well as a banking verification. Our team takes care of the entire authentication process for you, saving you time and allowing you to focus your efforts on other parts of your business.

Additionally, this underwriting process not only helps prevent fraud by confirming the identity of the person who created the account but also ensures the provided bank account information is accurate so deposits of your funds aren’t delayed.

LawPay-Customer-Support-600x200-BodyImage-Callout-1

Customer Success Team

Within the first one to two days of signing up, you’ll be contacted by a member of our Customer Success Team for a personalized, one-on-one walk-through of LawPay.

There are no required scripts to follow, and every training session is customized to your individual business needs and goals. Our Customer Success Specialists demonstrate how to use the various tools within LawPay and make recommendations based on the information you provide.

The Customer Success Team also offers monthly webinars that you can watch live or on-demand at a later date. Our goal is to ensure every new user starts their LawPay journey on the right foot.


Did you know? Our commitment to your success extends beyond offering a trusted online payment solution and an outstanding support experience. We also offer live and on-demand CLE webinars at no additional charge.


Live, In-House Support

Once you’re up and running, we have a dedicated in-house LawPay customer support team you can contact by email, phone, or live chat Monday through Friday for all your LawPay-related questions and concerns. We also offer after-hours and weekend support via email.

When you reach out to us, you’ll never be met with confusing automated systems or unhelpful canned answers. Instead, a real person with experience helping legal professionals will answer your questions and offer personalized advice based on your unique situation.

And you won’t have to worry about excessive wait times, either: 95% of support phone calls are answered before the second ring. Ultimately, we want to make the support experience as simple as accepting payments with LawPay.

LawPay-Customer-Support-600x200-BodyImage-Callout-2

Certified Payments Professionals

Along with being friendly, courteous, and knowledgeable, our LawPay customer support staff are also Certified Payments Professionals (CPPs)—i.e., accredited payments experts.

The CPP designation is awarded to employees who pass a written exam administered by the Electronic Transactions Association (ETA). Passing this examination shows the employees possess the superior knowledge and expertise required to skillfully navigate today's ever-evolving electronic payments industry.

Having a team of CPPs helps us ensure that every customer inquiry is handled correctly the first time. So far this year, the LawPay Customer Support Team has achieved a 98% satisfaction rating.


Did you know? Our dedication to our customers is just one of the reasons LawPay is a vetted and recommended member benefit for all 50 state bars, 70+ local and specialty bars, and the ABA.


Risk Analysts

The last element of the LawPay customer support experience is our team of risk analysts. If you ever find yourself facing a chargeback, our risk team will be right by your side. Chargebacks are usually rare for law firms, but when one does occur, we do everything we can to make sure it’s resolved quickly and with as little headache for you as possible.

Upon notification of the chargeback, a risk analyst will proactively reach out to you to offer guidance and help collect the required documentation to contest it. Then, they will communicate with the card-issuing bank on your behalf and handle all matters related to challenging the chargeback.

Our risk team is so dedicated to resolving chargebacks in favor of our customers that our success rate is twice the industry standard. In fact, LawPay users who actively respond to notices and requests for more information will successfully reverse a chargeback in 85% of cases.

LawPay-Customer-Support-600x200-BodyImage-Callout-3

In addition to receiving assistance from our underwriting, customer success, support, and risk teams, every LawPay customer is assigned a dedicated account manager to whom they can reach out with questions and concerns at any point during the life of their LawPay account.

It has truly been an honor and a privilege to serve the legal community for over a decade! We look forward to supporting legal professionals for years to come. If you have any ideas for how we can make LawPay customer support even better, we’d love to hear them. Send us an email at support@lawpay.com.