How UK law firms can modernise client experience with legal tech

Delivering a modern legal client experience doesn’t necessarily require a full firm overhaul, but it does require the right tech. Cloud-based legal systems, secure client portals and mobile-friendly apps are just some of the tools you can use to meet client expectations.

Let’s take a look at 6 ways you can improve your digital legal client experience by embracing tech.

1. Minimises missed calls and lost emails

Lawyers are constantly under pressure, and chasing clients for signatures or answering routine update queries adds unnecessary strain. Clients, meanwhile, get frustrated when their calls and emails aren’t answered as quickly as they’d like.

Legal software with built-in legal client communication tools, like Access Proclaim’s CRM, reduces the manual effort of keeping everyone in the loop by removing the need to leave the application to send updates.

2. Lets clients check case status anytime

Clients want to know where things stand without having to chase. A digital legal client experience empowers them to check the status of their legal matter independently.

Secure client portals allow clients to log in to update information, upload documents and check case progress at their convenience. This boosts client trust and reduces inbound queries, freeing up your team for more pressing tasks.

3. Makes signing documents easy

Nobody enjoys printing, signing, scanning and posting forms. In most other industries, e-signatures have become the norm, and the legal sector is beginning to follow suit.

With legal-specific mobile apps like inCase, clients can securely sign documents via mobile, wherever they are. This speeds up turnaround times and enhances the digital legal client experience.

4. Empowers clients to communicate their way

Everyone has different communication preferences. Some clients want the personal feel of a phone call, while others prefer the convenience of checking a message or app.

Embracing technology makes it easy for clients to choose how they get in touch with you, and vice versa. With multiple options like cloud-based legal systems, client portals and mobile apps, your firm can deliver tailored legal client communication.

5. Gives clients more control over their journey

Digital services let clients take charge. Instead of waiting for office hours, they can check case progress, download forms and send queries when it suits them.

A cloud-based legal system supports this kind of flexibility by empowering clients to self-serve with confidence. This not only frees up time for your team but also builds trust and transparency.

6. Delivers a premium experience without the overheads

Client expectations are rising, but that doesn’t mean costs have to. By digitising services, firms can reduce admin, speed up response times and improve productivity without increasing overheads or passing additional costs on to clients.

By embracing client portals and mobile apps, fee earners can focus on legal work instead of chasing documents and updating clients manually. The result is a smoother, more modern legal client experience.

The future of client service is shaped by innovation. AI-powered tools like chatbots are starting to handle basic queries, while automation is helping to streamline client onboarding and case updates.

However, rather than adopting new tech for the sake of it, firms should audit their current client journey. Would a digital-native client be happy? Here are some key questions to ask about the modern legal client experiences to consider.

●     Can clients access updates without phoning?

●     Do they have to repeat themselves to different team members?

●     Can they sign documents quickly and easily?

If the answer to any of these is no, there’s room to improve. A cloud-based legal system can unlock the agility and integration needed to modernise client touchpoints and stay competitive.

The expectations of legal clients are changing fast. Firms who prioritise delivering modern legal client experiences will attract more clients, improve efficiency and future-proof their service delivery.

At Access Legal, we help our customers deliver that transformation by offering :

●     Access Proclaim: Secure and versatile cloud-based legal system

●     Client portal software: 24/7 self-service tool offering access to updates and documents

●     inCase: Mobile-first app for frictionless legal client communication and onboarding

To explore how our solutions can help you deliver standout client experiences, download our brochure or contact our team of experts.