How to create a first-rate client experience in your law firm

How to create a first-rate client experience in your law firm

Recent research suggests that clients are increasingly concerned about the quality of client experience and business value that law firms provide. Traditionally, the depth of expertise provided by different practice areas combined with industry-specific knowledge, were key for market differentiation. Over the past couple of years, overall service delivery to clients has shot to the top of the legal business agenda.


So, how could you ensure that you have the time and resource to focus on delivering outstanding client experience to your customers? How do you surprise and delight clients by consistently, and quickly, delivering high quality work?


Here are our top tips for focusing wholeheartedly on, what should be, top of mind for law firms of every type and specialisation:





Leverage technology to be future-ready


The legal industry has made unprecedented changes to its ways of working, particularly the adoption of technology.  

Recently, we have seen millions of pounds in funding being available to legal technology companies via two government-backed award schemes. The Enabling Data Access Innovation Lab, organised by Whitehall-funded Innovate UK, will award up to £3.5 million to bring Artificial Intelligence (AI) into the accountancy, insurance and legal services sector.

Currently, we are witnessing lawyers turning to technology to support them in fulfilling their jobs more efficiently, and effectively allowing them to focus on what really matters: their clients. Technology adoption can help lawyers complete client queries faster, spend more time focusing on the client issues directly, and focus on the legal problem itself. Software can give you clarification on points of law, give practical guidance, provide links to primary sources and daily alerts on key developments in your practice area. Sophisticated error-checking software can also help you proofread documents up to 70% faster and can aid with the tracking and audit of GDPR compliance tasks, protecting the firm from harmful cyber-attacks.

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About the author:
Amy is a content writer and marketing manager at LexisNexis. She previously worked as an independent writer and researcher, for clients such as, Unilever, Kantar TNS, The Soil Association, MasterCard and Lufthansa Airlines. She has written for national publications, including City A.M. and Financial IT. Amy now writes and plans editorial content for the LexisNexis blogs, campaigns and industry magazine features. She has a Bachelor's Degree in Italian and French from the University of Warwick.