Traditional law firm communication methods include phone calls, physical letters, and perhaps emails. Today, many of those methods are still popular. But there is another important form of client communication becoming more prevalent: texting.
American consumers have come to expect convenience, and texting is the easiest form of communication for most people. Law firms are consumer-facing and have much to gain by offering clients an easy way to keep in touch. In order to respond to clients’ changing needs, attorneys need to adapt. If you’re not texting your clients yet, it’s time to seriously consider it.
Many Clients Prefer Texting to Calling
According to research, 32% of people of all ages prefer texting to calling. If you give clients the option of texting or calling, you may be surprised at how many would rather be texted. Working clients especially may prefer a text instead of a call during business hours.
It goes without saying that clients will respond more quickly when they are reached with their preferred method of communication.
Texting is also a much easier way for clients to send photos or documents when necessary. Chances are, your client already has photos sitting in their phone. Texting a series of photos is often easier than emailing. Photos may not be important for every law firm, but for personal injury attorneys, obtaining photographs of an accident early on is key for properly evaluating and working a claim.
A Way to Reach Unresponsive Clients
Virtually every attorney has struggled to reach a client at some point in his or her career. An AWOL client can be particularly frustrating when you have money sitting in a client trust pending disbursement or need a client to sign important paperwork. Why not try texting?
Studies show 90% of texts are read within the first three minutes of being sent. It is not surprising that many unresponsive clients will answer text messages. One CASEpeer user recounted texting a client who had not returned voice messages for months, and getting a text back right away.
Texting Saves Attorneys and Staff Time
Not only is texting more convenient for most clients, but it’s also more convenient for attorneys and staff. Simple messages are more easily communicated via texts, such as reminding a client about an appointment or certain documentation he needs to send in.
More texts mean less time spent on the phone. Over the course of weeks and months, those minutes add up, freeing up time to work on other important matters.
Texting Can Provide a Record of Communication
Keeping an accurate record of client communication is the key to consistent customer service. If you text clients through a case management software like CASEpeer, that communication is automatically logged on their case. Even their responses—including photographs—will be captured instantly in the notes and case timeline.
But I Don’t Want to Give Clients My Phone Number…
Many law firms avoid texting clients because they do not want clients contacting staff on their personal cell phones. This is understandable.
Tools like CASEpeer legal software allow attorneys and staff to text clients right from the application—no cell phone needed. This protects your team’s privacy while preserving a record of the communication.
If you haven’t already, 2019 is the year to start exploring text communication with your clients. You may be surprised at how well it works for your firm.
CASEpeer is a cloud-based practice management software designed for personal injury attorneys. From intake to settlement, their robust features and management tools help law firms become more productive and efficient. CASEpeer will be exhibiting texting and other timesaving features at this year’s ABA TECHSHOW 2019 in Chicago. Visit them at booth #518 to learn more.