Changing client expectations for law firms

The question for law firms is no longer whether to evolve but how quickly and effectively they can adapt to meet these expectations. Let’s examine how client expectations have changed, the role of technology in closing this gap, and how firms can use tools like forms, time capture, and onboarding software to redefine their customer experience.

The shift in customer expectations

Clients today expect law firms to operate with the same agility and customer-centricity as consumer-facing businesses. Several trends are reshaping the expectations of legal service delivery:

1. Demand for digital-first experiences: 

A growing number of clients expect to access legal services through digital platforms that prioritise speed, transparency, and convenience. In our Legal Trends Report 2025, 61% of law firms admit their current technology cannot adequately meet the needs of a digital-first client base.

2. Responsiveness and intuitive services: 

Clients want answers faster, communication clearer, and processes more streamlined. Nearly a quarter of firms using AI say it’s specifically to enable more responsive and intuitive online customer service, underscoring its role in enhancing the client experience.

3. Value-driven solutions: 

Clients are increasingly scrutinising value over cost. They seek efficient, tailored solutions rather than complex and time-consuming processes.

4. Transparency and accessibility:

Modern clients expect transparency in fees, timelines, and case updates. They value having access to real-time information and seamless onboarding experiences.

This shift compels law firms to move beyond traditional models and adopt tools and strategies that align with these expectations.

How law firms can adapt to changing expectations

To thrive in this new era, law firms must rethink how they deliver services. Technology is at the core of this transformation, enabling firms to not only meet but also shape customer expectations.

1. Embrace a digital-first approach

Digital-first clients expect legal services to be accessible anytime, anywhere. Investing in platforms that enable secure online interactions, document sharing, and case tracking is no longer optional—it’s essential.

Cloud-based solutions ensure clients can interact with law firms on their terms, whether through mobile apps, online portals, or email updates.

2. Leverage tools to streamline processes

Legal software has evolved dramatically to simplify workflows and enhance client interactions. Here are three pivotal tools that help law firms meet client demands:

• Forms: Digital forms eliminate tedious paperwork and expedite processes, allowing clients to complete tasks such as submitting case information or signing agreements from their devices. These tools enhance efficiency while providing a professional, modern client experience.
• Time Capture: Transparency in billing is a top priority for clients. Time capture tools ensure accurate billing while enabling lawyers to track their hours seamlessly, building trust through clear and itemised invoices.
• Onboarding solutions: The onboarding process is a critical touchpoint. Onboarding tools provide a smooth, fully digital onboarding experience, enabling clients to submit verification, complete compliance checks, and sign documents remotely. Such tools significantly reduce onboarding friction while ensuring firms remain compliant.

3. Build trust through transparent communication

Clients want to feel informed and involved throughout their legal journey. Technology facilitates this by enabling real-time updates and automated communications. Tools like AI-powered chatbots and client portals allow firms to maintain communication even during high workloads.

4. Solicit and act on client feedback

Soliciting client feedback throughout the engagement and after case resolution is vital for fostering loyalty and uncovering opportunities for growth. By creating structured opportunities to gather feedback—whether through surveys, follow-up emails, or post-case consultations—firms can gain valuable insights into client satisfaction, refine their processes, and identify areas for cross-selling and deepening relationships.

Evolving legal software to meet expectations

The legal technology landscape has transformed over the years to address both operational challenges and evolving client needs. Modern tools are more intuitive, integrated, and user-friendly than ever before.

The rise of AI, for instance, has redefined how firms interact with clients. AI-powered systems now offer tailored recommendations, faster document review, and predictive case analysis, enabling firms to provide higher-value services. Furthermore, automation reduces time spent on administrative tasks, freeing lawyers to focus on client relationships.

This evolution is reflected in the priorities of law firms. We found that 31% of firms consider meeting client expectations the primary objective for implementing new technology. By focusing on solutions that deliver measurable client value, firms can ensure their investments translate into enhanced experiences.

Shaping customer perceptions

Meeting client expectations is only part of the equation. Law firms also have the opportunity to reshape what clients expect by setting new standards of excellence. Here’s how:

• Proactive client education: By showcasing the capabilities of digital tools during consultations, firms can highlight the efficiency, security, and convenience of their services, reassuring clients they’re receiving cutting-edge support.
• Consistency across touchpoints: From onboarding to case resolution, delivering consistent, high-quality experiences builds trust and fosters loyalty.
• Focus on outcomes, not just processes: Clients care most about results. Technology enables firms to deliver better outcomes faster, whether through AI-assisted research or streamlined case management. By emphasising these outcomes, firms can shift the focus away from traditional time-based billing models.

The path forward

The legal industry stands at a crossroads, with the opportunity to redefine itself as a client-centric, technology-driven profession. Firms that embrace this change will not only meet today’s expectations but also anticipate tomorrows.

By adopting innovative tools like digital forms, time capture systems, and onboarding solutions, law firms can bridge the gap between client expectations and their capabilities. Moreover, by focusing on transparent communication and proactive education, firms can reshape how clients perceive legal services altogether.

The time to act is now. By adopting technology as a core enabler, law firms can move from simply adapting to thriving in a customer-first, digital-driven era.