Keeping Clients Happy:
Digital Tools for Long-Term Retention

Client retention is an essential aspect of running a legal practice. Think of it like this: Your firm has no problem bringing clients in, but it needs help keeping them. The bright side is that you’re still getting clients, right? Right… 

The problem is, when your clients don’t return, you have to spend a lot of resources trying to figure out why this is happening. Or even worse, you know why they aren’t staying, but you feel overwhelmed at what you have to do to turn things around.  

When your law firm is in a slump, and you’re feeling the weight of the small tasks that slowly add up over time, sometimes all you need is to simplify your efforts. Sometimes, it’s truly a matter of “work smarter, not harder.” 

To start working smarter, you need tools that allow you to do so. Below are a few valuable tips to help you take the first step toward retaining more clients.

The importance of client retention in your law firm 

Keeping clients is more cost-effective than constantly searching for new ones; client acquisition costs can be up to five times higher than retention. And that isn’t the only statistic showcasing client retention’s importance.  

• A 5% increase in client retention can lead to a 25% to 95% increase in profits for law firms 
• 68% of clients leave law firms due to perceived indifference, not necessarily poor service 
• The best-performing law firms keep 92% of their clients on a year-over-year basis 

Combining client relationships and technology in law firms 

Even the most tenacious and successful legal practices can run into issues with keeping clients happy. Every law firm runs a little differently. Some prefer to maintain a personal, face-to-face approach to client satisfaction, while others embrace technology to help them engage their clients.  

However, the legal sector faces rapid changes, and keeping up with new technology is highly beneficial. The Future Ready Lawyer 2021 report states that 84% of legal departments increased their technology budgets that year, yet only 19% of partners felt comfortable navigating the digital world.  

This tells us that while law firms know that the world is shifting to digital, they feel overwhelmed. Tools that cover an array of functions are important for law firms, because they remove the need for using several systems just to perform one task.   

Some firms have a hard time dividing their attention between multiple cases, causing clients to feel like they are less of a priority. Without strong resource allocation, service quality can plummet, resulting in lower retention. Lacking the tools to make communication and case management simpler often hurts firms.  

Five ways to use technology to boost client retention 

1. Put convenience first for your clients

Let’s face it—nobody likes jumping through hoops to get information, especially not your clients.  

Make their experience as smooth as possible by: 

• Offering client portals: Imagine being able to check your case status at midnight without waiting for a callback. A secure client portal provides 24/7 access to updates, documents, and bills can be a big reassurance to clients.
   
• Setting up automated reminders: No one enjoys missing due dates and deadlines. Automated reminders for meetings, court dates, or law firm payments help clients stay informed without extra effort from either side.
   
• Simplifying scheduling: Your clients are busy but you can make life easier for them with online appointment scheduling. They can pick a time that fits their schedule, no phone tag required.
   
• Offering digital payments: When it’s time to pay, your clients don’t want to think about where their checkbooks are. Accept payments online to make transactions fast, easy, and secure. 

2. Stay in communication (whether you’re working on a case or not)

No news doesn’t have to mean radio silence. Keep clients in the loop and feeling valued by: 

• Sending automated status updates: Even if there’s nothing significant to report, a simple update shows clients you haven’t forgotten about them. A quick “We’re still waiting on X” email can go a long way.
   
• Using CRM software for personal touches: Remember when your dentist sent you a birthday email? The fact that you do illustrates the power of personalized communication. But personalized communication doesn’t have to mean extra work. Your legal client relationship management (CRM) software can be your partner with automated messaging that acknowledges client milestones—birthdays, case anniversaries, or even just a “thinking of you” note.
   
• Sharing monthly newsletters: Keep clients engaged with helpful content, like practical legal tips or news that might affect them. It’s a subtle way to remind them you’re here, ready to help. 

3. Make your website a resource that they can turn to 

Think your clients won’t visit your site after onboarding! Think again. People visit your site for answers, not a sales pitch. Your law firm’s website can promote client retention when you:  

• Build a content hub/blog: Imagine your clients finding answers to their legal questions right on your site. Post helpful articles that break down legal topics in plain language.
   
• Develop a strong FAQ section: Think of your FAQ page as a stress reliever. Addressing common concerns upfront saves time for everyone and helps clients feel more confident.
   
• Provide self-service options: With an online portal and payment links, clients can upload documents, send messages, or settle an invoice with just a few clients. This means fewer delays and happier clients.  

4. Invest in security to build long-term trust with clients

With the world going digital, bad actors have become smarter and more adapted to today’s security measures.  

While you may think a data breach could never happen to you and your firm, the reality is that it could. It’s best to be prepared. You can do this by investing in tools that offer high levels of security. That includes: 

• End-to-end encryption 
• Multi-factor authentication 
• PCI compliance 
• User-level access permissions 
• Secure client collaboration tools like file-sharing and eSignature 

On the client side, when they know their information is safe and secure, the trust factor that exists in the client-lawyer relationship increases. Nothing retains clients like trust, so build on that with the technology you use.  

5. Feedback to improve

When you want honesty, client feedback is the most valuable way to get it.  

A feedback loop will help your law firm gather information and insight, address client concerns, and improve your clients’ overall happiness. Implementing feedback shows your commitment and solidifies your market position, reminding clients that you’re dedicated and the best choice for them.  

CosmoLex’s CRM system allows law firms to both store and analyze feedback. By tracking your data over time, you can identify gaps and adjust your strategy based on them.  

For example, if your clients mention slow response time, you can start using automated email updates and reminders to stop the problem at the root.  

CosmoLex features for client retention 

The days of managing your legal practice on your own are far behind us. Modern law firms need modern solutions, and CosmoLex’s legal CRM software delivers. Keeping your clients engaged has never been easier with the features you need to grow a strong, communication-centered business.  

To learn more, schedule a demo with us today and let’s get you on track to retain your clients.