Corona has a drastic impact not only on the lives but on the businesses as well, especially the way we interact or communicate with our clients.

For a law firm, client interaction has always been very crucial as it involves sensitive aspects. COVID has created a new set of challenges for a law firm to communicate with its clients. In the current situation, it is not only the client who is at remote but the team individual’s as well.

Post-COVID the new norms of serving the clients are Contact Less and Touch Less. And of course, it led to move from the conventional approach and adapt the new norms.

There are four key aspects to it:

1. Know the Clients

‘KYC’ it’s a term that has been very popular for around the last decade. Though for the agencies the concept of this is entirely different and their primary concern is just to collect the set of information about their customer.

But when we talk about it in the context of the current situation the term remains the same, but the meaning and concept are entirely different. Now by means of ‘Knowing the Client’ is not only to know your clients in terms of their contact credentials but to know them from behavioral as well the persona perspective. This only can help a law firm to offer personalized service to their clients. And personalization has altogether a different and incredibly positive impression on the clients.

2. Transparency

There are two important aspects for any client association first, the deliverables, and second the commercials.  So, ensure you’ve nothing hidden and both deliverable and commercials are mutually agreed upon and communicated.

3. Effective Communication

Delay in addressing the client queries and not understanding the requirements are among the most common causes of bad customer experience. So, ensure you are properly addressing your client each time their interaction with the firm.

4. Leverage the Technology

Technology can play a key role to keep the client satisfied and maintain effective collaboration.

But make sure it’s not too much automation and you’re losing the human touch.

It’s really not that difficult to keep the client happy. We’ve been doing it for a long it’s just the way has been changed a little due to COVID.