THE CLIENT/CUSTOMER IS STILL KING - Legalpedia | The Complete Lawyer - Research | Productivity | Health


October 27, 2020
Workflow and Technology
October 31, 2020
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THE CLIENT/CUSTOMER IS STILL KINGA client who sees the opportunity you are presenting before them is inquisitive. They want the best. They want quality. They demand a higher level of service. 

The world we live in today is fast-changing. Clients expect attorneys to harness a new set of skills when it comes to service delivery and an increased grasp of technological innovation.

The approach of focusing on customer satisfaction and loyalty is important rather than focusing on self-satisfaction and profit.

 Due to the changes in the legal space and the world at large, creating happy clients is grounded upon a successful client service process. And step one is not to leave them hanging.


In 2018, the U.S. Consumer Legal Needs Survey conducted by Thomson Reuters showed that 81% of legal consumers surveyed said they contacted or seriously considered just two attorneys or law firms. In addition, 57% of those surveyed did something about their legal need in a week or less, and for those who chose to hire an attorney, a quarter of them said that an attorneys expertise was the most important factor in their decision.

Showing value to a client can be won or lost through responsiveness, engagement and the ability to provide the quickest path to a solution.


For many organizations, a culture shift is necessary to set expectations that all client questions get a response within 24 hours or less, even if its just acknowledging that the question is being considered. This helps clients feel valued and appreciated.

Using legal technology can make you a more efficient and productive attorney, which can mean happier clients and more time to do what you love.


In investing in new technologies, such as online research software equipped with cutting-edge artificial intelligence, automated document drafting and editing and the latest updates to precedents and citations, you will be able to easily educate your clients on their cases. In addition, you can seamlessly inform them of updates to set realistic expectations so no one gets surprised.

 The need for efficiency and accuracy has ramped up, meaning the potential for infrastructure changes that make a critical difference to the bottom line has increased with it.          


This efficiency means you can deliver a more tailored and positive client experience, provide answers to your clients quicker and trust those answers are the right ones.


The modern legal consumer assumes a higher form of innovation than even five years ago. That doesnt mean every law firm is going to make the shift overnight. It takes time, but with small steps, you can give clients the experience they expect and get back more time in your day.


For clients to view you as the expert able to find answers to their legal issues in the least amount of time, its time to invest in new technology.


Talk with us at Legalpedia, making technology work for legal practitioners is what we have been doing for over 12 years. Just shoot us a mail: [email protected].







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