The law doesn’t take a day off

Mobile connections and technology enable your clients to reach out any time.

Philipp Rosenauer
Partner Legal, PwC Switzerland

When it comes to modern technology, most of what’s being developed has to do with communications. In fact, one could argue that the vast majority of technological advancements have been in search of faster and easier ways to connect with one another.

The internet, smartphones, mobile devices – it’s never been easier for people to reach out and talk to each other, either via talk, video, or text.
But when it comes to the legal industry, are you keeping up with current trends?

If not, then now is the perfect time to start utilising legal tech to help you reach your clients. The fact is that while the industry as a whole is growing, there is only going to be more and more competition. This means you have to be ready.

Today, we want to talk about how legal technology can help your firm engage with your clients and make it easier for them to communicate with you. In today’s connected world, it’s never been more vital for people to have access to their lawyers, and it is imperative that you embrace these new options. If not, you could get left behind.

Why flexible communication is vital for your firm

For many firms (especially those that have been established for a long time), there are only a few ways that clients can contact their lawyer. Either they can send an email or make a phone call during regular business hours.

While this setup has been in place for decades, it’s not suitable for the modern world. The fact is that people can need legal counsel at any time during the day, not just nine to five. Here are some reasons why a flexible communication system will enhance your ability to serve your clients.

The demand is there
These days, people assume that businesses will accommodate their needs. If you want to find out more about a company, you can simply do a quick search online and find whatever you need to know. When it comes to legal help, clients want to be able to get assistance whenever they need it. In simple terms, they want you to work around them, not the other way around.

It makes you more competitive
When someone is looking for legal advice, chances are that they want answers as soon as possible. Whether they’re in legal trouble or trying to make a case against someone, the sooner they can get representation, the better. So if it takes longer for your firm to respond to their query than another firm, who do you think they’ll pick? As we mentioned, competition will only get more intense in the next few years, so you need as many advantages as you can get.

It helps build trust
As a lawyer, one of the most vital things you can work on is the relationship between you and your clients. They are trusting you to have their best interests at heart, which means that you have to be there when they need you. If all they get is an answering machine every time they reach out, how long before they seek representation elsewhere?

Also, one essential marketing tool is referrals and testimonials. Do you want unhappy clients who post about how they can never get in touch with you, or do you want satisfied people sharing how you went the extra mile?

How Legal Tech can help you

Fortunately, there are more than enough tools out there that can help you achieve success through better communication. Let’s break down some of the best ones so that you can get started ASAP.

Online portals – Establish a connection early
When people visit your website, are they able to reach out to your firm directly or do they have to send an email? If you want to make a connection and engage with prospective clients, you have to be accessible from the beginning. Online portals can help you achieve that.

When building an online portal into your site, keep these factors in mind.

  1. Keep it simple – make sure that people can enter their details and information without having to navigate through multiple pages.
  2. Keep it organised – if you specialise in a variety of legal practices, your portal can help clients by narrowing down their query to a particular practice (i.e., divorce vs. child custody).
  3. Make it mobile – more and more people search online with their smartphones, so creating a mobile-friendly version will facilitate faster communication.

Another thing to have is a rapid response. Make sure that they will get a reply immediately after sending a message so that they know it went through and that you’ll get back to them ASAP. This way, they won’t be eager to reach out to other firms until they hear back.

Mobile apps – Be ready on the go
If your firm has a mobile app, then it will help clients connect with you even more easily. If they are a prospect, downloading the app will provide essential information about your firm and what you can do. If they are already a client, the app will ensure that they can talk or text you whenever they need help or have a question.

Mobile apps can also make it easier to share documentation as well as other files. For example, if you allow clients to scan papers by taking a picture and uploading it to the app, they don’t have to come in for a visit. Overall, the simpler you can make the process, the more engaged people will be with it.

Video conferencing  Interfacing remotely
Finally, legal tech enables you to meet face to face, even if you’re far away. Video conferencing can be invaluable because it offers a personalised approach but doesn’t require to you schedule meetings in person. Whether you or your client are unavailable to meet at your office, these types of calls can be the next best thing.

The other benefit is that it allows you to expand your reach. Now you can take on cases from clients who aren’t in your immediate area. They can send digital copies of any paperwork, and you can arrange meetings via video calls.

Bottom line – Communication builds trust

As you embrace legal tech, you’ll become more valuable to your client. Whether you are a new firm or you’ve been established for a while, these tools will ensure that you continue to have success in the future.


Contact us

Feel free to contact us if you’d like to talk about the specific challenges you face and how we might help you overcome them.

Contact us

Philipp Rosenauer

Philipp Rosenauer

Partner Legal, PwC Switzerland

Tel: +41 58 792 18 56

Yana Zoloeva

Yana Zoloeva

Partner, EMEA NewLaw Leader, PwC Switzerland

Tel: +41 58 792 82 36