Here is my recent Daily Record column. My past Daily Record articles can be accessed here.
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Top 5 Ways to Improve Client Service with Technology
Next month, I’m looking forward to attending and speaking at the ABA TECHSHOW. One of the sessions will focus on using technology to provide client-friendly legal representation. The expectations of legal consumers are changing and embracing technology is essential in today’s increasingly competitive environment.
In 2025, providing exceptional service involves more than successful outcomes. 21st-century clients require both a successful outcome and a seamless, transparent, and stress-free experience from start to finish. They expect the same level of convenience they receive from their banks, healthcare providers, and online retailers. This includes real-time access to case information, convenient communication methods, and straightforward billing and payment options. Fortunately, as I discuss below, modern legal technology makes it easier than ever to meet these expectations.
First, if you haven’t transitioned to cloud-based software, now is the time. Many clients expect 24/7 access to online collaboration tools. Using secure cloud-based legal software, clients can, on their own schedule, upload files, ask questions, and receive timely responses without the hassle of long email chains. Even better, online legal platforms centralize case-related discussions and documents, allowing them to self-help and obtain documents, information about court dates, and more without taxing your firm’s administrative resources.
Secure client communication portals are another way to improve the client experience. At any time day or night, instead of calling the office or waiting for an email response, clients can log in and send messages. Portals provide a more secure way to communicate, reducing reliance on unencrypted email and ensuring that sensitive information is protected. By offering greater transparency and reducing unnecessary back-and-forth communication, client portals create a more efficient and satisfying client experience.
Another way to improve client service is by streamlining document execution with eSignature technology. Traditional signing methods—printing, scanning, and emailing—are time-consuming, inconvenient, and interrupt clients’ workdays. With eSignatures, clients can review and sign documents digitally from any internet-enabled device, allowing cases to move forward without unnecessary delays. Whether it’s a retainer agreement, settlement document, or contract, the ability to sign electronically, when permissible, makes legal services more accessible and efficient, benefiting both the client and the firm.
Billing is another area where technology can reduce friction and lead to happier clients. Using legal billing software, you can generate itemized invoices that outline services in plain language, resulting in fewer misunderstandings and making it easier for clients to see the value of the work performed on their behalf. Systems that include built-in portals ensure clients can easily view their billing history and outstanding balances in one place, further enhancing accessibility.
Finally, offer flexible payment options. Many legal consumers expect to pay bills online with a credit card or ACH transfer. Some may need the option to pay in installments or take advantage of legal fee loans offered by third-party lenders. Automated invoice reminders can further streamline the process, ensuring more consistent and timely payments. By offering your clients access to multiple payment methods, you not only increase access to justice, you make it easier for them to manage and pay for legal expenses.
The world is changing, as are client expectations. Stand out in the competitive legal marketplace by using modern software that increases accessibility, efficiency, and transparency. By investing in technology like secure collaboration tools, client portals, eSignature tools, streamlined billing, and flexible payment options, you can successfully meet client expectations.
An intuitive, seamless, technology-enabled client experience will lead to happy clients at the end of a matter who will very likely send referrals your way. What more could you ask for?
Nicole Black is a Rochester, New York attorney, author, journalist, and Principal Legal Insight Strategist at MyCase, CASEpeer, Docketwise, and LawPay, practice management and payment processing tools for lawyers (AffiniPay companies). She is the nationally-recognized author of “Cloud Computing for Lawyers” (2012) and co-authors “Social Media for Lawyers: The Next Frontier” (2010), both published by the American Bar Association. She also co-authors “Criminal Law in New York,” a Thomson Reuters treatise. She writes regular columns for Above the Law, ABA Journal, and The Daily Record, has authored hundreds of articles for other publications, and regularly speaks at conferences regarding the intersection of law and emerging technologies. She is an ABA Legal Rebel, and is listed on the Fastcase 50 and ABA LTRC Women in Legal Tech. She can be contacted at niki.black@mycase.com.