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The Winning Strategy For Law Firms On The Future Of Client Service And Exceptional Client Experience

August 17, 2020
August 20, 2020
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The Winning Strategy For Law Firms On The Future Of Client Service And Exceptional Client Experience

In a previous post, I had written about what the future of client service for a law firm looks or will look like in the nearest future.  If you haven’t gone through it, you can check it out

We live in a fast-changing world and human nature, likes, dislikes, behavior, etc. constantly change. So, to make and keep humans happy, our way of addressing, meeting and satisfying human needs has got to constantly change.

For example, clients sometimes want immediate responses and are quite impatient to type an email and wait for a response. They want to be heard and given a solution immediately, or would prefer to talk to a representative right away. This is what real-time communication is all about.


Your firm should be able to meet with and interact with prospects and clients wherever [the platform] it is that they find more comfortable to interact and communicate with you.

Go where they are.

Your strategy must consider the following:

1. Real-time messaging, where clients now prefer to chat, and expect an immediate response.


2. Omni-channel support services, where different communication channels between workers and clients are synced together, and clients can easily be transferred from one department to another without any hassles. Everyone involved will have access to all communications and interactions with clients and can easily follow-up on what had been discussed prior.


3. Remote work will definitely be a must apply. We had looked at this in some previous posts. You can read it up here…-global-pandemic/.


4. Self Service. Clients and users are rapidly changing and statistics show that they expect more self-service operations from firms they deal with.


The first step to helping your clients “help themselves” is a knowledge base where you can write out answers to common client questions [FAQs – Frequently Asked Questions] that they will have without your client support reps having to talk them through it.


5. Client service decisions will and should be data-driven. Service technology software records a variety of information about client interactions which are used to identify overlooked client needs or roadblocks. Client support and success teams then utilize this data to improve the client’s experience. So, no matter what service/customer software you are using, it should include a way to quantitatively measure its success. Without that, there’s no way to prove if the added software is being effective.


It is important that you strategically look at your entire client support plan and craft what is most suited for your firm. Constant review is vital and the need cannot be overemphasized.

It is very important also, to ensure that your client service department is following and employing the trends that are disrupting that space.

Trust me, you will be glad you did.

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