For law firms, technology isn’t just a tool, or a means to a simple end. We know that, employed well, the right technology can make all the difference for a firm’s legal clients, at every step of their journey. We’ve seen it happen every day, right across our 25 years in the legal technology business.
But there’s always new ways to apply that. Here are a few areas where we think it’s important to think about your use of technology. We’d love to hear any ideas you might have, too.
You’re out to meet a new legal client, or catch up with an existing one.
You can carry along some print-outs or brochures, or load up your laptop or tablet with files, and that might cover the basics.
But what if there’s a file you haven’t brought with you? Maybe you can tether your device and download the file, assuming you’ve got it in your email or somewhere else online.
But we know the best option is to already have all the files you need accessible remotely, online, securely. At a tap of a screen or a click of a button, you’ve got everything your client wants or needs.
No need to say you haven’t got it. No need for them to wait until later. You cover everything right there in person.
That’s just one example of how technology can help the client experience. We think—and have seen—that technology helps at every point you interact with your clients, and every point you work for them.
Here’s a few areas in particular where you should make sure your technology is up to speed.
Your online experience
You already know a website is an important marketing and informational tool. But is it giving your clients everything they need? Think about the quality and breadth of the information; whether it answers their questions, and whether they can get in touch with you for further information. That might be via intuitive contact forms, or chat bots and chat windows.
Often, people want to get things done themselves, or at least get a start in it. Forms and automation are a great way to do this, saving both you and them time. Plus, it helps you by getting a foot in the door.
And remember, people want to access information anytime, anywhere. So make sure your website is not only mobile-friendly, but designed for mobile. It’s how most of your visitors will look at it nowadays.
Keeping legal clients information managed
Your practice management system no doubt sits at the heart of everything you do. It’s easy to forget just how much help it gives you.
Because it’s so important, it’s vital that you work with the right one for your firm and your clients, and that you’re putting all its features to their best use. There are a lot of options out there, and some are adding new features all the time.
Workflows, automation, billing—it all helps you, but it also helps you deliver your clients a better experience. Having the right practice management system can make all the difference in the world, so have the right one in place.
Keeping legal clients information safe
You have an obligation to keep client information safe, so it goes that most clients will just expect it to happen. You must meet those expectations.
Holding data electronically introduces a range of potential new threats, but there are ways you can reduce your risk. Putting security measures in place to protect from cyberattack and to train your staff in ways of working securely are a big help.
It’s also important that should something happen to your clients’ files, be it from an attack, a system crash, or a natural disaster, you can recover them, and recover them quickly. If you don’t have a robust backup and disaster recovery system in place, now’s the time to get that done.
Being there for clients when they need it
Your system may have all the bells and whistles you need to give your clients a premium experience. But what if your system is lagging, crashes, or is otherwise unavailable? Slow systems aren’t just frustrating for your staff day-to-day—they might fall short for your clients when it matters. Refreshing or replacing your system can be a big investment, but it pays off quickly in hours saved, and clients made happy.
How do you think technology helps your legal clients?
That’s some of the things that we think are important, and where we’ve seen technology help our law firm clients.
But where do you think it’s important? Where do you think it helps, or could help your clients? What would you like improved?
We’d love to know your thoughts. Drop us a line below!