Faster Updates, Stronger Client Relationships. Is your Law Firm Keeping Up?

Legal technologies are significantly altering the frequency and quality of lawyer and client communications. Sharing information and providing updates is now easier than ever, as communications can be automatically triggered, personalized, and delivered instantly via multiple channels. 

Naturally, it follows that clients who expect their lawyers to be more accessible and responsive to their needs will find the most satisfaction with law firms that use technology to efficiently meet those demands. 

How well is your law firm enabling you to meet clients’ increased communication demands?

Legal cases can be lengthy and complex. 

Keeping clients informed through lengthy and complex legal processes can be a challenge. Communication can stall as busy lawyers juggle multiple cases. 

Lawyers often cannot answer client questions immediately with matter details scattered across various files and inboxes. Instead, clients too often hear, “Let me get back to you on that.” Then, explanations about complex legal issues shrouded in legalese can confuse clients.

Traditional communication methods (email, phone, and mail) are time-consuming, slow, and need more security features for sensitive legal information. According to a 2023 survey, over 90% of lawyers use email to manage client work, while email is the biggest source of frustration for 44% of lawyers. The irony! 

Meanwhile, the same survey found that 35% of lawyers rely heavily on their memories to manage matters. This is a risky approach in a field where a single mistake can lead to a malpractice claim. 

Today's clients demand clear, consistent communication and easy access to case information. Nearly half (47%) of law firm customers listed responsiveness as a critical factor in choosing an attorney, according to a Martindale Avvo survey. 

But there’s more to it than just one-on-one communication. A 2024 legal pricing analysis found that clients also expect more visibility into financial matters. 

• 48% of law firms see increased client demand to demonstrate the value of their investment.
• 30% of firms see increased client demand for financial transparency.
• 30% of firms see growing client demand for matter budgets.

Delayed responses, infrequent updates, confusing language, and difficulty finding answers can frustrate clients, erode trust, and ultimately, negatively impact referrals and your firm’s overall reputation.

Legal technologies improve lawyer/client communications.

Legal technology helps solve lawyer and client communication woes. Nearly half (46%) of law firms surveyed say using technology to improve productivity and efficiency is a top need to meet client demands and improve collaboration and work processes. 

Features such as secure client portals give clients 24/7 access to case updates and documents. There’s no more playing phone tag or waiting for an easily overlooked email. Clients stay informed at their convenience, even learning matter statuses in real-time.

Secure messaging and chat functionalities in client portals allow clients to ask questions and receive prompt responses from their legal teams. The use of chat on law firm websites is on the rise, too, with 7% more law firms using chat on their websites in 2023 than in 2022, for a total of 64% of surveyed firms that offered online chat.

When law firms rely on centralized document management systems, especially in the cloud, case information stays organized, easily accessible, and consistently updated. Interconnected task management tools with automated notifications keep legal teams and clients on the same page. Customizable dashboards offer clearly outlined deadlines and events. With answers at their fingertips, lawyers can conveniently keep clients informed of each step in the legal process. 

Automation ensures timely information delivery.

Automation improves overall efficiency in law firms to help lawyers provide better client service across the board. For example, an intake responsiveness study found a 97% jump in the number of law firms that responded to an online lead form in under 5 minutes. 

Clients who demand financial transparency can improve their overall cost management efforts by partnering with law firms that use automated time entry and billing. These technologies effortlessly reduce billing inconsistencies and ensure invoices adhere to outside counsel guidelines.

At the same time, Generative AI can assist lawyers in drafting clear communications that clients easily understand. Improving client comprehension fosters a stronger sense of trust and collaboration. 

Automating repetitive tasks frees lawyers from burdensome grunt work. With more time to develop client relationships, craft winning strategies, and provide clear, personalized communications, you can more easily build trust and exceed client expectations.  

Engaged clients build more positive and productive lawyer-client relationships. 

Informed clients are better equipped to make informed decisions throughout the legal process. Ultimately, satisfied clients become vocal advocates, generating positive referrals and strengthening a firm's reputation. 

Legal technology is not a replacement for human connection but a powerful tool for building stronger, more collaborative relationships with your clients. For over 25 years, Amicus Capital Group has led Transforming the Business of Law™. Contact us at 1-877-926-4287 and find out how we can help your firm meet and exceed client expectations with the latest in legal technology.