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In a 2020 blog post, it was highlighted that the three things clients want form their legal firm is knowledge sharing, timely and relevant advice and efficient and effective service. Throughout the years, these expectations haven’t much changed, but with the growing world, everyone has become more connected and digital. As a result, delivering service that meets expectations can prove difficult, unless we have the right technology in place. Today’s digitally savvy clients actively care about the technology which we use, since it will determine the quality of experience their clients will get. Here are four aspects of the legal client experience that can be affected by the technology tools we use.
Transparency
While we are working tirelessly on a client’s case, they want to be able to access the latest updates. But calling or sending messages repeatedly to try and get an update is inefficient. Hence, as a solution, we can create a space for our client to access their case information and other related materials themselves, in order to save time and allow for richer conversations between us and the clients.
Productivity
Working behind the scenes on greater efficiencies can improve the legal client experience without the client even knowing it. This includes things like automating and simplifying your workflows, which turns time-consuming and repetitive tasks into automated, intelligent processes. Finding ways to simplify our processes not only makes the job easier and boosts productivity, but it can also have a significant positive impact on our clients.
Security
Technology has now become a critical element in maintaining trust among clients. With the highly sensitive nature of much of the data law firms have access to, and growing global concern around the protection of personal information, security is one of the most important elements of an exceptional client experience. Law firms need to be able to reassure their clients that their information is safe and secure, because a data breach can ruin the trust that is the cornerstone of an attorney-client relationship.
Communication
Communication is the foundation of any relationship. A successful law firm relies on happy clients, which in turn relies on effective collaboration. A lack of communication can become extremely frustrating, especially when it comes to a critical legal matter.
In an always-on digital world, the lines have blurred, and clients expect to be able to communicate and interact outside of what is considered traditional working hours. Finding the balance of effective communication while protecting lawyers’ personal time is essential to client satisfaction, and that’s where the right tech solution is invaluable.
Finally, clients are the foundation of a law firm, and the key to retaining clients, growing the client base and ultimately becoming more successful is making sure clients are happy. Today’s legal clients are more connected and digitally driven than ever before, so the technology tools we use have never been more important. If we can empower our clients with technology solutions that create an exceptional experience, we can truly ensure the success of our firms.
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