How law firms are adapting to changing client expectations

As our world becomes increasingly interconnected, with digital information only a button push away, a law firm's clients have transformed into a more demanding audience than was typical only a decade ago.

No longer is a lawyer's word taken for granted and Google is the average person's go-to for legal solutions and advice. This means that it is no longer sufficient for a law firm to offer legal representation on a diverse range of legal matters. Instead, they must find ways to deliver a service that goes above and beyond their clients' expectations. They must deliver a personalised service which offers value for money and a rapid turnaround. And they must do so seamlessly and, in many cases, via a digital medium.

Rising to these expectations does not come easy for an industry that has long-established values and processes, but failing to do so is no longer an option. The viability of a legal business is threatened by its inability to adapt, so to remain financially solvent and to retain a talented workforce, law firms must evolve to meet the changing expectations of their clients.

So what do clients want? ??

1. Clarity.

Clients want to know that their law firm has the answers that they are seeking. They must provide their clients with the information that they need in a clear, easy-to-understand format and within a defined timescale.?

2. Transparency.

Clients want to know what their legal bill will be before it is incurred, and they want to know when they will receive an outcome. They require transparency of fees and of process, so firms must proactively communicate with their clients throughout each and every transaction.?

3. Peace of mind.

Clients really don't want to chase their lawyer for updates. They expect to be provided with updates in real time as the situation evolves. They achieve peace of mind and increased levels of confidence in the service they are receiving when their lawyer proactively engages with them.

4. Information.

It goes without saying, but the client wants the information that they need to make a decision or to drive an outcome. They need this information to be accurate, legally compliant, and cognisant of relevant regulations and standards. And they need it as soon as possible.

5. Efficient legal services.? Clients also want all of their legal services to be delivered efficiently. They do not have the time nor the inclination to await postal deliveries, and they do not want to travel to their law firm's premises for a meeting. How can client needs be met? The burgeoning market in legal technologies can support the achievement of client needs. By implementing web-based platforms and portals, it is possible for clients to raise cases online that are automatically routed to the appropriate legal expert for analysis and action, and for real-time status updates to be communicated to the client. Video calls can often replace in-person meetings, while emails are considerably more efficient than the post.

Automation and AI technologies can further streamline the delivery of legal services, from chatbots which signpost clients to appropriate services, AI tools which analyse and accurately predict outcomes based upon historical case data and optimising the way in which documents are raised, reviewed and issued.

Such technologies could be game-changers for UK law firms seeking to deliver a responsive and efficient service to their clients. These technologies can also save the firms time and money. They can increase a lawyer's case load allocation and standardise routine documentation, enabling legal practitioners to increase their billable hours.

It is clear that the legal industry must adapt to meet the needs and expectations of its clients, and the most efficient way in which this outcome can be achieved is through embracing technology.

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