WATCH: The Top 5 Ways Lawyers Can Improve Their Client’s Experience


Speaker: Erica Birstler, Vice President at CosmoLex

People become lawyers for many different reasons. Regardless of the reason that originally piqued their interest, if attorneys want to continue practicing lawyers, they need to make sure they are providing their clients (whoever they may be) with the best overall experience. A great customer experience, from inception to invoicing, means that regardless of the outcome of your case or matter, your relationship with your customers can remain strong and the likelihood of customer disputes can remain low.

But what does it look like to create a great customer experience, and what steps can you take to improve your current customer interactions? This presentation covers a selection of the most powerful changes you can make to get your customers the experience they deserve. From the basics of setting up secure communications, to providing easy ways to share documents and files, to preparing your invoices in a way that makes them easy to understand and makes collecting on-time payments hassle-free. Not only can these tips and tricks improve your customers’ experience, but they can also increase your bottom line – as we all know, a happy customer not only returns, but tells their friends and family about it.

learning goals

  • Define what “customer experience” means for your law firm and your clients
  • Identify five common areas of customer dissatisfaction
  • Learn how you can improve your customers’ experience with technology

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