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Rocket Matter Customer Support: A Class Apart
We’ve all had those frustrating customer service experiences. Those kinds where they ghost you after you sign up, take five business days to respond to a troubleshooting inquiry, or force you into those never-ending 20-minute “conversations” with an automated system when all you want is to speak to a real human being.
As a legal professional, you depend on your practice management software to keep things running smoothly and deliver exceptional services to your clients. So, the last thing you need is subpar customer support for that software.
That’s why we prioritize providing world-class customer support here at Rocket Matter. We aim to provide reliable, efficient help when you run into issues, help you get the most out of your software, and become your partner as we help you thrive and grow your practice.
But we don’t want to toot our own horn, so let’s take a look at five features that set Rocket Matter’s customer support apart from the crowd.
1. Award-winning excellence
Rocket Matter works hard to exceed customer expectations. Our commitment to excellence has been recognized with the renowned Stevie Award for Sales and Customer Service since 2013, including our most recent win in 2024.
Often referred to as the “Oscars of the business world,” the Stevie Awards celebrate outstanding performances in sales and customer service across various industries. Over 1,000 organizations of all sizes enter the competition, with a panel of more than 160 professionals worldwide rigorously judging them based on their achievements, impact, and commitment to customer satisfaction.
Winning a Stevie Award is a true mark of excellence, showcasing that a company consistently goes above and beyond in delivering exceptional service and quality. That means that when you choose Rocket Matter, you’re getting comprehensive legal software plus a world-class support team recognized for its excellence.
2. Dedication to client satisfaction
Rocket Matter is also deeply committed to client satisfaction. Our friendly, US-based support team is available from 9 a.m. to 8 p.m. ET by phone and live chat, and 24/7 by email, so we’re always here when you need us.
We resolve most support tickets within hours instead of days, and every ticket goes straight to a human, not a bot. We strive for same-day resolution because we know your time is precious and any delay can impact your practice.
We don’t stop at just resolving issues. We believe that the more personalized and tailored your setup, the more effective and efficient your practice will be. We offer professional services to help you set up and customize our automated features such as:
- Invoices
- Document templates
- Matter templates
…so the transition is as smooth and seamless as possible.
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Want to see a healthier cash flow and happier clients? Start accepting payments online! On your quest for the right payment processor, look for features that streamline and support the way law firms operate.
3. A focus on building lasting relationships
While our support team makes every effort to solve immediate problems quickly, our biggest focus is on building long-term relationships with our clients and driving their success.
It comes down to this: We believe that our customer’s success is OUR success.
This philosophy is at the core of everything we do, so you can rest assured you have a partner who’s invested in your firm’s growth and efficiency.
Your relationship with us doesn’t end with the sale. We continue that close relationship with our clients long after by assisting with:
- Onboarding
- Customized training
- Migrating data from old systems or competitors
Our support team helps with every step of your journey, even providing free live training webinars every week and a database of on-demand sessions. We do this so you can fully leverage Rocket Matter’s capabilities for your practice.
Why is this so important? This continuous support from a team that’s deeply invested in your success means less downtime, smoother transitions, and more effective use of the software. Your team will get up to speed quickly and you can migrate data without losing valuable information in the shuffle.
4. Comprehensive training and knowledge
Our team members can provide expert guidance and support tailored to you thanks to their extensive training and deep knowledge of the legal tech industry. Their expertise can help you manage and use your legal practice management software with ease.
Our team members are well-versed in various areas, including:
- Time and billing functionalities: Time tracking, expenses, and invoices
- Document management: Creating, storing, templatizing, and sharing legal documents
- Legal project management: Using Kanban boards and matter templates to streamline your workflows and never miss a deadline
- Financial management: Compliant trust accounting, managing client funds, and financial reports
- Data migration: Moving data from legacy systems or competitors without losing a thing
Thanks to this extensive training and expertise, our support team can provide personalized solutions and recommendations that help you get the full benefit of our legal software.
5. Continuous improvement
At Rocket Matter, we’re constantly evolving to meet and exceed your needs. Our support team actively seeks feedback from clients so they can make continuous improvements. We fine-tune our services based on your experiences and suggestions so we can address current issues and anticipate your future needs.
Our support team also stays ahead of industry trends and keeps up with the latest developments and innovations in the legal industry. That way, we can incorporate best-in-class practices into our support services and give you the most up-to-date and effective solutions available.
Enjoy world-class customer support for your law firm with Rocket Matter
If we say so ourselves, Rocket Matter is truly a class apart. Our award-winning team is dedicated to helping you succeed, going above and beyond to give you personalized, expert assistance whenever you need it. We’re here to help you make your practice management as smooth and efficient as possible, whatever it takes. You’re not just a number with Rocket Matter—you’re a valued partner.
Ready to experience the difference for yourself? Try us for free or schedule a personalized demo today to see how Rocket Matter’s comprehensive suite of tools and award-winning customer support can transform your practice.
12 Legal Payment Processing Features to Look For
Want to see a healthier cash flow and happier clients? Start accepting payments online! On your quest for the right payment processor, look for features that streamline and support the way law firms operate.
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