Overview
Most firms see around 85% of Engage requests completed within 24 hours, with an overall completion rate of 95%. Following these best practice tips will help your firm reach similar results by ensuring clients complete their requests as quickly as possible.
How to improve response rates for Engage requests
1. Send requests at the right time
Send the Engage request once the client has confirmed they would like to go ahead with your firm. Sending at the right moment in the onboarding journey means you can manage the process more easily, knowing that every client shown in the Legl dashboard is a real client who should be followed up with.
2. Set expectations with your client upfront
When a client confirms they want to proceed, send an initial email confirming the next steps. Include a section about Legl so clients know to expect the email and understand what they are being asked to do and why.
For example, you could include language like this in your email:
ℹ️ Example email text
Please look out for an email from our partner Legl so you can complete your ID verification needed for us to comply with anti-money laundering regulations. We are unable to progress work on your matter until this step is complete so please let us know if you have any questions. You can request help from the Legl support team if you have any questions on how to complete this information online.
3. Follow up with clients who have not completed their request
Use the filters in the Legl dashboard to identify clients who have been stuck in the In progress or Sent status for more than 3 days, then follow up with them directly.
4. Enable automated reminders
You can set up automated reminders so clients are prompted to complete their request without manual chasing. Toggle auto reminders on or off when sending a request to a client.
5. Use in-person CDD if a client cannot complete the request online
If a client has stopped the process because they were unable to complete the information online, you can complete it on their behalf by running an in-person CDD check.
Important information
Sending Engage requests at the right point in the client journey reduces unnecessary follow-ups and keeps your dashboard accurate.
Automated reminders can be toggled on or off per request.
If a client cannot complete the process online, in-person CDD is always available as a fallback.