Legal services
Who is handling this, and what was said?
Client communication in a legal practice is the record. Which matter, which fee earner, what was committed, and when the client was last updated.
“Clients chase for updates because we go quiet between milestones, and the chasing itself takes up the time.”
Update frequency as a commitment
A promised update cadence, tracked. Most client dissatisfaction here is about silence rather than about outcomes.
Attached to the matter
Every conversation tied to the matter it concerns, so cover during an absence does not mean starting from nothing.
Confidentiality boundaries hold
Client matters are scoped, sensitive correspondence is marked as such, and marked material is excluded from assistant answers by default.
Where to start
The questions customers in this trade arrive with.
Five that almost every company in this line of work is asked, repeatedly. Each one is either a knowledge gap, a process problem, or a question only the customer's own record can answer.
- “When did we last update this client?”
- “What have we committed to?”
- “Which matters have gone quiet?”
- “Who is covering while this fee earner is away?”
- “What did we say about fees?”
What customers are asking about
This month, across every conversation.
Also relevant
Give every client a consistent service experience.
Give every client a consistent service experience.
Other trades
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