The New Virtual Client Experience: How Law Firms Must Adapt

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Client behavior and expectations have shifted dramatically since the advent of COVID-19. From first contact to intake to case close, legal consumers now expect and require a virtual experience — even if they won’t need it for the full scope of the attorney-client relationship. In turn, it is incumbent upon law firms to translate their analog processes into digital ones. Anything that you could do in-person, you must now be able to do online, and in a way that still furthers and deepens the attorney-client relationship.

The 5 principles in this guide will help you reformat your client engagement model for an entirely new environment so you can retain more clients and achieve a competitive advantage in the new normal.

In this guide, you’ll learn how to:

  • Properly address clients at each point of their involvement with your law firm.
  • Appeal to modern legal consumers with a clear value prop and cost certainty
  • Offer full transparency into case progress by leveraging modern legal technology
  • Harvest insights and behavioral data to proactively improve client satisfaction
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