If you do not satisfy your clients, your practice will fail.
This is a hard, but important, truth to learn for both growing and established firms. Satisfied, or better yet, delighted, clients are those who share their experiences with others. They can be your biggest advocates. Similarly, unsatisfied and unhappy clients can leave damaging reviews online and share their negative experience with your firm to anyone who will listen. Which, in turn, can decrease your client net promoter score (NPS).
Delighting clients may seem easy. Yet, in practice, it can be an involved process. Client satisfaction is how clients feel about their entire experience with your firm, from start to finish. It’s on you to make that experience a positive one. Case Status helps your firm use surveys, client net promoter score, and automated updates to do just that.
Satisfying and Delighting Your Clients
So, how do you satisfy and delight your clients? You make their interactions with your law firm positive. Yes, a bit of a nebulous answer, but for a good reason. The approach to delighting clients will differ from firm to firm. But, every firm should have a key aspiration: clear communication with their clients.
A common complaint from clients is that they don’t know what is happening with their case. Clients will complain, “I don’t know what they’re doing. My attorney isn’t sending me anything back!” They text or call at all hours of the day to get an answer. And, sometimes they have to wait days before getting a response.
This isn’t because the attorney doesn’t want to respond. Sometimes, there isn’t time or a system for others at the firm to answer the client. Answering basic client case status questions can be a huge time sink for firms. Improving client communication and offering more transparency on case status is an easy way to make your clients happier. This will increase your client NPS and get more time back in your day.
Measuring Client Satisfaction
Making clients happy is important. And, you also want to know what you do to make them unhappy. You can’t improve client satisfaction if you don’t know what you’re doing right and wrong.
Asking clients for feedback is a more qualitative approach to determining client satisfaction. Some businesses use more quantitative methods to determine client satisfaction. One popular example is the Net Promoter Score (NPS). Designed to measure customer loyalty and satisfaction, this survey asks clients how likely they are to recommend your product or service to others on a scale of 1-10.
All these ways to measure client satisfaction are great, but when do you send out surveys? How long should it be? What sort of questions should you ask?
Using a Software to Help
Client relationship manager software (CRM) can help you improve communication with your clients and gather and measure client satisfaction. A CRM can help streamline marketing, sales, and management for your law firm. If you are already using a law practice management software, you may already have a CRM. However, it likely doesn’t do more than automate administrative tasks and data entry. If you really want to improve client satisfaction and leverage the data, you’ll need something more than a standard CRM.
Up Client Satisfaction and NPS with Case Status
Case Status is an all-in-one information hub designed for clients to communicate efficiently with your firm, saving you time and helping provide clients peace of mind. Its Client Portal gives your clients real-time information on the status of their case. If we can get real-time status of our Domino’s delivery, why shouldn’t clients have the same with your firm?
Invite Clients to Your Branded Client Portal
Invite clients via text message to download the Case Status app for instant, 24/7 access to their case. Branded with your firm’s logo and colors and available in English or Spanish, the app gives clients a sense of ownership over their matters. Through the app, clients can send you messages, schedule appointments, and view the finer details of their case. This means fewer late night phone calls and text messages from clients, and more time for you.
And if a client doesn’t want to download the app, you can continue to text them via SMS within Case Status. This secure texting platform allows you to maintain attorney-client privilege and text from a business number instead of your personal.
Improve and Automate Your Client’s Journey
Case Status tracks everything your clients do in the portal and allows your staff to respond, in app or from the web. Case Status also allows mass communication with your clients with a single click. You and your colleagues can leave notes, mark as read, and even set up a daily email digest to alert clients to unread messages.
You can even automate messages to clients when you update their case. Case Status has many integrations, including Clio, PracticePanther, and Zapier. So, your automations can be truly powerful. This is where Case Status stands out. It takes important but mundane tasks and makes them routine.
Clients often reach out about their case status because they want updates. More importantly, though, they want to know what those updates mean. It’s their matter, and they want to understand and help as much as possible. Many times, clients will ask the same questions that have the same answer. Case Status provides templates that can be sent to clients automatically, based on certain triggers. Those templates walk the client through what the case update means, what will happen next, and what they can do at this stage. It can provide an informative and reassuring experience for clients who just want information.
Messaging through Case Status is secure and encrypted, so you can feel confident in sharing and receiving private client documents.
Manage Client Satisfaction
Case Status easily helps you measure and leverage client satisfaction. Using NPS questions, Case Status surveys clients throughout their case about how likely they are to refer your firm. This consistent feedback gives you insight into which clients are happy (and may leave a positive review) or unhappy. Then, you can move quickly to remedy dissatisfaction and improve client engagement.
All feedback is requested through the Case Status app, so clients can answer quickly and honestly in the moment.
Jose from Case Status recently gave us a demo from both attorney- and client-side, on mobile and laptop. Take a look at the video below to see a walkthrough Jose provided our Legal Tech Advisor, Zack Glaser. It may be just what you need to increase your firm’s client NPS.
How to Get It
Case Status empowers firms to provide the best client experience and transform client advocacy through access and ownership. If you’d like to learn more about Case Status and how it can help you save time and empower your clients, visit casestatus.com to learn more or schedule a demo.
Last updated October 7th, 2022