How has your legal service delivery model changed as we look forward to life after the pandemic?
Providing legal services remotely during the pandemic has changed clients’ expectations of how they interact with their lawyers. Clients have grown accustomed to the increased speed, ease, and round-the-clock access that virtual legal service delivery offers. As we enter the post-pandemic phase and the world changes again, you have a chance to meet these higher expectations and differentiate your business from your competitors.
How the pandemic has changed the delivery of legal services
COVID shutdowns and business concerns about security have forced law firms to temporarily close their physical offices and rely on virtual connections instead. Client meetings and business collaboration that used to happen in person have suddenly gone virtual. Customers turned to their devices, instead of stopping at the company office, to read and sign documents.
Customers have welcomed many of these changes, saving them time and giving them greater flexibility. Some of the more popular changes include:
The rise of the self-service delivery model
Self-service for legal customers was already a trend before COVID, a trend that accelerated during the shutdowns. Clients now expect to be able to find answers to many of their basic legal questions themselves. Call it the Google-fication of providing legal services. Clients also want to be able to see the status of their case without having to take the time to call their attorneys, which could incur fees.
Mobile devices have accelerated the delivery of legal services
The use of phones and other mobile devices to access legal information and services is another pre-existing trend that has gained even more momentum during the pandemic. Clients appreciate the 24/7 convenience and flexibility to take care of their legal business anytime, anywhere. By directly accessing the information they need, customers get their answers right away, without the delays of email exchanges or the expense of a phone call or consultation bill.
Many customers use their devices as their primary means of accessing day-to-day services, from ordering dinner to paying their bills. Now, legal services are beginning to be included in this mix, and pandemic office closures have exposed even more clients to the convenience of accessing legal information and services on the go. In the post-pandemic world, law firms have learned lessons about providing client service, and clients don’t want to go back to how they were.
Additional Sources of Information Affecting the Service Delivery Model
Customers are using a wider range of information sources. The “lawyer” is no longer the only source of knowledge and support for the client. Savvy companies have built teams of allied professionals who have complementary skills that provide greater value to their customers. Team members from different disciplines, such as technology, project management, and finance, bring new perspectives and knowledge and new ways of approaching and solving problems.
Deliver legal services that meet client expectations in a post-pandemic world
When law firms closed their physical offices and started providing their services exclusively online, one of the consequences was that the delivery of services became considerably faster. Customers have come to rely on this level of speed and expect it to continue indefinitely. Unfortunately, the extraordinary measures put in place due to the pandemic emergency are not sustainable.
Technology provides a solution. Client portal software allows you to easily meet client expectations for remote access to legal services and information. With a client engagement platform like HighQ, your law firm can provide a full range of services with high levels of client satisfaction.
A customer engagement platform provides a personalized experience, with a separate, secure portal for each customer. Customers can access billing information, business statuses, documents and files with the speed and convenience they’ve come to expect during the pandemic. The platform makes it easy for clients to communicate with members of the firm, increasing their sense of engagement.
The platform also makes it easier for firm members to collaborate with their colleagues. Work becomes more streamlined and teams more productive and efficient. The result is a high level of legal services delivered at a speed that satisfies clients who no longer have the patience to wait.
Avoid not meeting the new expectations of your clients, at the risk of losing them to other firms. With the powerful client portal software of today’s law firms, you’ll be able to give clients the convenience, around-the-clock access, and time savings they expect and expect. they are counting.
Take initiative in the effective execution of your legal service delivery model
Don’t let this moment pass. The delivery of legal services during the pandemic has permanently changed clients’ expectations of how and when they can access the legal information and services they need.
A state-of-the-art secure customer portal gives you the power to meet those expectations without disruption and prevent your customers from wandering off. Take the lead in giving them the commitment they want now, and you’ll earn their long-term loyalty.