The legal industry is undergoing a transformation driven by the "age of the customer," when client expectations for seamless, responsive communication are higher than ever. Based on a recent Litacast episode, this article explores how law firms can leverage technology to meet these demands, improve efficiency, and foster client loyalty.

The need for improved client communication

Clients today expect effortless and transparent interactions, similar to tracking a pizza delivery. However, the legal industry lags behind, with many clients unaware of their case status. 

Lauren, a former attorney, founded Case Status in 2017 to address this gap. The platform automates client updates, saving lawyers time, enhancing client experiences, and driving referrals and reviews.

Key Stat: 70% of people prefer texting, and over 70% avoid calls from unknown numbers, highlighting the need for modern communication channels.

Challenges in traditional legal communication

Law firms often rely on manual processes, like monthly check-ins, which are time-intensive and inefficient. Many firms do nothing at all, risking poor client experiences. 

Keith notes that the legal industry’s risk-averse nature and reliance on precedent slow technology adoption. However, the pandemic compressed a decade of change into 12–18 months, forcing firms to adapt.

Consequences of poor communication

Inadequate communication leads to low client satisfaction, reflected in the legal industry’s Net Promoter Score (NPS) of around 25, comparable to airlines and wireless carriers. 

Poor experiences result in negative word-of-mouth and lost business, while positive experiences create loyal clients who drive referrals.

Technology as a solution

Client portals and automation

Case Status offers a user-friendly client portal that allows clients to access case updates on demand, reducing the need for repetitive calls and emails. Automation handles routine updates, freeing staff for high-impact work. Keith emphasizes that automation is critical for scaling firms, as hiring more staff or raising capital isn’t always feasible.

Example: Clients checking Case Status multiple times daily via an app can eliminate dozens of phone calls.

Texting and mobile communication

With a 98% open rate for texts and 90%+ of clients owning smartphones, texting is a powerful tool. Lauren highlights that texting, combined with apps and email, caters to all demographics. Keith adds that a third of clients now lack email addresses, relying solely on mobile numbers, a trend likely to grow.

Data and dashboards

Tracking communication metrics, like response times (Case Status averages 11 minutes), helps firms set benchmarks, reward high performers, and ensure consistent client touchpoints. Data-driven insights strengthen cases and foster loyalty.

Case Status and Litify partnership

The integration of Case Status with Litify, built on Salesforce, streamlines communication and back-office tasks. Actions in Litify can trigger automated messages in Case Status, reducing friction and enhancing efficiency.

The future of client communication

The future is mobile-first and messaging-first. Lauren predicts continued acceleration of technology adoption, driven by the pandemic, leading to better outcomes and firm growth. Keith envisions features like secure video and document exchange becoming standard, meeting the needs of a digital-first client base.

The takeaway

Law firms that prioritize client communication through technology will gain a competitive edge. By embracing tools like Case Status, firms can save time, enhance client satisfaction, and drive growth. As Keith aptly references Wayne Gretzky, firms must “skate where the puck is going” to thrive in the age of the customer.

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