Florida Bar Tech Helpline continues to earns high marks
'The advisor was FABULOUS and provided much needed information that I was unable to get after months of inquiry until now!'
The latest user survey shows that when it comes to dealing with IT challenges, The Florida Bar Tech Helpline remains a popular and cost-effective solution.
“Survey data reflects overwhelmingly positive feedback, with 98% of users expressing their intention to utilize our helpline again,” said Bar Programs Division marketing manager Rob Saravia.
The Florida Bar Tech Helpline was added to the Member Benefits lineup in 2022 to offer routine remote services, including basic troubleshooting, operating system support, and technical setup for home and remote offices. The helpline is primarily promoted to solo and small-firm practitioners who are less likely to be able to afford their own IT service but is available to all Florida Bar members in good standing that need non-emergency, remote computer, software, and related technology support. The helpline is operated by LawTech Partners, owned by Adriana Linares, a skilled trainer and technology specialist who understands the needs of law firm users and their profession-specific confidentiality requirements.
“This service is particularly advantageous for sole practitioners, whether they require general tech assistance or assistance with complex issues,” Saravia said. “The helpline not only resolves problems but also directs you to valuable resources, ultimately saving you time and money.”
Conducted in August, the anonymous survey of 99 users showed that 90% received the help they sought. Only 8% reported that the advisor was unable to assist them.
As in past surveys, narrative responses were overwhelmingly positive, many effusive.
“The advisor was FABULOUS and provided much needed information that I was unable to get after months of inquiry until now!” one respondent wrote.
“The advisor was amazing and helped me clear out space on my computer so I could conduct business again. Huge help. Amazing resource,” wrote another.
Nearly every respondent, 99%, reported being “very/somewhat satisfied” that the service is user-friendly. Another 98% reported being “very/somewhat satisfied” with the advisor’s professionalism. Almost all, 97%, reported being “very/somewhat satisfied” with the advisor’s quality of advice.
Users were also pleased with the Tech Helpline’s areas of support, with 93% reporting being “very/somewhat satisfied.” Just 6% reported being “very/somewhat dissatisfied.”
More than half of respondents, 55%, reported using the Tech Helpline at least once in the past three months. Nearly a third, 29%, used the Tech Helpline twice during the same period. Another 16% used the service three or more times in the past 90 days. Nearly all respondents, 91%, reported being in a firm or legal workplace with five or fewer attorneys.
Most respondents — 33% — learned of the service from a Bar News article. The next largest group, 28%, were notified via Bar email. Another 13% saw the Tech Helpline on the Bar website.
Designed primarily for the 70% of Florida Bar members who are solo or small-firm practitioners, the Tech Helpline continues to be highly effective, Saravia said.
Members seeking assistance from the Tech Helpline are required to acknowledge that The Florida Bar is providing access to the service as a member benefit, but the service and support is being performed solely by LawTech Partners, and members using the service are responsible for their own due diligence and safeguarding of client information.