Bilingual consultation booking for an immigration firm
An example engagement for law firms in Houston.
Example engagement01
This is an example engagement, not a client story. It shows how we would run an audit and build for a typical firm of this kind. The research figures come from the public sources cited, and nothing here reports a specific client's results.
A Houston immigration firm with two attorneys and two bilingual assistants, handling family petitions, naturalization, and removal defense, with most first contacts in Spanish.
Prospective clients call during their own work hours, which are often the firm's busiest. The two bilingual assistants are the only people who can take a Spanish call, so when both are busy the call goes to an English voicemail greeting.
Consultations are booked by phone after several rounds of calls. Reminders are not sent, or are sent only in English, and a share of paid consultation slots go unused when people forget, cannot find the office, or do not know what documents to bring.
What the research says02
In the City of Houston, 44.2% of residents are Hispanic or Latino, and 47.1% of people age 5 and older speak a language other than English at home.
When a research firm contacted 500 U.S. law firms as prospective clients, only 40% answered the phone and only 33% replied to email. 48% neither answered nor called back, which left them effectively unreachable by phone.