Fast and consistent communication is the best way law firms can stand out from competitors in client's eyes. Consistent client communication shows the firm values the client and sees them as more than just a paycheck. Unfortunately, legal client communication improvements can get hampered by slow updates, missed deadlines, and unclear expectations. Case management software gives attorneys the tools to navigate common communication problems and prioritize improving client experience.
Why Client Experience Matters More than Ever
Clients today want consistent service at every stage of the client lifecycle. This makes delivering high-quality experience essential for staying competitive. It's also the key to turning leads to clients, and new clients into returning and referring clients. The law firms that are best at delivering a high-quality client experience are the ones that are engaged and address their clients' inquiries in full and in a timely manner. Law firms often encounter the following problems when elevating client communication:
- Overloaded inboxes and inconsistent message tracking:The harder it is for attorneys to keep track of client communication, the higher the chance they'll miss client requests.
- Lack of centralized case data: If attorneys spend time looking for the right information, the time to respond to clients only gets longer, not to mention the lack of efficiency for the attorneys or paralegals.
- Bottlenecks created by manual procedures: It's just like it sounds. Relying on manual tasks at any point in the client lifecycle creates procedural choke points that hamper attorneys' ability to respond to their clients needs in a timely manner.
Law firms that don't address these issues easily lose track of time and risk missing client requests and communication needs. Clients are left feeling neglected. That potentially results in poor reviews and low retention rates. Law firms must address these problems to increase growth and efficiency.
Improving Client Communication
Using case management software is one way attorneys can navigate communication and workflow challenges. Here are a few case management tools attorneys can use to improve their client communication methods.
- Centralized Information:
- Law firms have one source of truth with all information in one spot, that includes emails, deadlines, notes, tasks, and more. No more digging around to find the information needed.
- Attorneys and staff having access to the same information, greatly reducing miscommunications.
- Promotes faster responses for client inquiries.
- Secure Client Portals:
- Real-time updates that are available at anytime to the client. So those 2am worries can quickly be alleviated without contacting the firm.
- Secure messaging that so that attorneys no longer have to deal with moderated email chaos, if so chosen. Email tracking is also available.
- High levels of security gives law firms the option to safely share information with clients, building trust.
- Automated Notifications and Reminders:
- Automatic alerts for whatever the firm and client choose, including court dates, document requests, updates for any and all items.
- The law firm selects the cadence of reminders for the firm and the client, reducing the mental load of all involved. That means more time spent actually addressing the matter.
- Streamlined client intake & follow-ups:
- Customize the information requests for any type of matter for the lead or client and let them fill out the form. They have the information. Let them give it to the firm.
- All information stored in the case management software is available to all with access to it. Does the attorney or paralegal need information? It's right there, in a click or two.
Not only does case management software make communicating with clients hassle-free, it centralizes all that information. This removes the hassle of constantly switching through programs like a calendar and a client portal when scheduling appointments.
Workflow Automation
Automation is another great way of improving legal client communication and client experience. Here are a few ways it helps attorneys increase their productivity:
- Consistency Across the Firm:
- Having standardized task lists, procedures, and templates means everyone's using the same procedures which decreases the chances of miscommunication.
- It also means clients have a consistently professional experience, no matter who's helping them.
- Faster Turnaround:
- Automation streamlines repetitive processes, helping law firms create full tasks lists, based on the time of matter. With SimpleLaw, tasks are assignable by role, too.
- Attorney-client agreements, initial trust deposit requests, and so much more are fully automated.
- Reducing client anxiety:
- Letting clients track the progress of their matter gives them a way of checking-up on their case without requiring them to contact the firm.
- This helps build the client's confidence in the attorney's abilities and decreases the amount of "what's happening with my case?" calls.
Automation gives attorneys and easy way to bypass procedural bottlenecks by putting the burden of menial and repetitive tasks on a program. This not only reduces the chances of human error, but also reduces data blindness and gives attorneys more to focus on more important tasks a digital program can't solve.
Driving Growth with Communication
Improving legal client communication can have a lasting positive impact on any law firm. Attorneys that adopt case management software and workflow automation can expect the following results:
- Improved reviews:
- Not only are satisfied clients more likely to return, they're more likely to refer the firm to potential leads. Referrals are still one of the best and most reliable ways of bringing first-time clients.
- Improved retention rates and reduced churn:
- Using technology like automation and client portals not only helps law firms turn first-time clients into returning ones, it also helps them keep up with increased client intake rates with without getting bogged down.
- More efficient staff utilization:
- Attorneys are spending their time focusing on legal issues that matter and reducing unnecessary expenses.
- Higher case capacity:
- Attorneys are taking on more responsibility and tasks, but aren't feeling the weight that comes with it. This greatly helps reduce attorney burnout.
Conclusion
In an increasingly crowded legal sector, elevating the client experience is the best way law firms can stand apart from their competitors. Attorneys can easily improve client experience by adopting consistent communication throughout the client lifecycle. Case management software gives attorneys the tools to navigate any potential pain points they might face when implementing new communication changes. With the year coming to a close, there's no better time for attorneys to review their current communication avenues to see if they're in need of an upgrade.
SimpleLaw streamlines all the tools for effective client communication into an all-in-one case management software program.
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