Technologies Role in Client Acquisition and Retention for Law Firms

For lawyers, good client communications can make or break your reputation. Whether you’re taking on a new client, emailing or calling someone with an update, or sending out a bill, every time you communicate with your client you shape their idea of what it’s like working with your firm, and a positive experience can mean the difference between a new business referral and a poor review online.

Recommendations and reviews are important, since, according to the 2020 Legal Trends Report, 59% of consumers ask friends and family for recommendations when they are looking to hire a lawyer.

That same report illustrates how the vast majority of law firms have adopted cloud-based communications and business technologies that have improved how lawyers work with their clients, enabling a new means for legal services—one that is not based on a physical office location.

The advantages are only just being realized, and both lawyers and consumers are already seeing the benefits. According to survey data, 76% of legal professionals believe that legal services can be streamlined when conducted virtually, and 37% said that in the future, most if not all lawyers should run their practice virtually.

Many consumers agree, as 52% believe that most legal matters could easily be handled remotely without having to meet in person. 31% say that most if not all lawyers should run their practices virtually in the future, and 26% say that lawyers who aren’t able to represent their clients remotely are not good lawyers.

As consumer preferences continue to evolve, it will be important for firms to take a versatile approach to making themselves available to clients in the way that is most convenient to them.

So, is your current technology helping or hindering you in this endeavor?

Your client begins their experience with you long before they sign their engagement agreement: It is important to be conscious of how your firm communicates with clients throughout the whole client journey.

Is client intake smooth and painless? Can it be improved?

Are you leveraging all the communication tools that your clients use and expect? Mobility? Text? Chat? Video? Email?

Are your current business platforms like Clio and others integrated into your communications systems so you can respond quickly and best service your clients?

Clients are used to incredible service from the likes of Amazon and Netflix, but many law firms have yet to take the same client-centered approach. Keep your clients top-of-mind when considering how, when, and what to communicate, and you will be taking advantage of a big opportunity to help your firm stand out and become more profitable.

Improve how your firm communicates with clients, and you will set yourself up to succeed long term. Better communication means better client experiences, leading to happy clients, positive reviews, and potential referrals for your law firm.

To schedule a consultation, contact Chris Pochyly, Cloud Consulting Director at Eclipse Telecom at 312-801-6475 or [email protected]