Skip to content

Our Privacy Statement & Cookie Policy

All Thomson Reuters websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.

Client Experience

Why communication is an important part of your legal client’s experience

· 5 minute read

· 5 minute read

Have you been wondering if you can improve your communication with your clients? Maybe you’ve asked yourself,

“Is my primary method of communication working for both me and my clients?” or, “Am I confident in how secure my communications are?”  

If so, now might be the right time to optimize communication with your clients. 

It’s no secret that open and two-way lines of communication help create better relationships in any area of life. But it’s almost impossible to overstate the importance of effective communication in legal service client relationships.  

Communication significantly helps avoid some of the most common complaints that clients have with their attorneys. For example, clients not being to get hold of their attorneys. There are many potential reasons this could be – you may be in court, at a settlement conference, meeting with other clients, or even on vacation. But clients don’t know this. And if they can’t reach you immediately, they typically escalate their attempts to contact you, whether by email, office phone, or cell phone. 

Another client complaint is not being kept in the loop. An attorney may spend weeks researching, writing, and fine-tuning a motion or pleading, but the client only sees the final product. They don’t necessarily know all the work being done on their cases behind the scenes. So, by keeping the client involved through regular communication, they will have a better understanding of all the work you are doing to protect them and their best interest. 

Online collaboration tools such as client portals are a great way to communicate and involve clients. By using an online client portal, your client can go to that one dedicated place to send you a direct, secure message. 

In today’s digital world, people have come to expect anytime, anywhere access to their information and are accustomed to receiving near-instantaneous answers. Client portals provide this level of access by providing clients with “always-on” access through a highly secure and convenient platform. Moreover, client portals offer added convenience and organization for attorneys. 


Case study — Benesch Friedlander Coplan & Aronoff LLP  

Case study: Creating client portals that deliver a competitive advantage

See how this firm uses client portals to enable their lawyers to communicate easily and keep up with ever-changing needs.

Read the full study


Communication tips

Here are a couple of important tips to help with client communication. 

Set clear expectations

Before starting a project with your client, set clear expectations from the outset to avoid any confusion later. Discuss details such as project timelines, deadlines, and deliverables, so both parties have the same understanding before beginning work together.   

Check-in regularly

Secondly, checking in with your clients regularly helps build trust by showing that you care about their progress as much as they do. This communication will also help keep clients updated on any changes that have been made, as well as allowing them to provide feedback or ask questions if needed.   


4 orange blocks highlighted to symbolize four building blocks of a well-rounded client portal.

Client Portals powered by HighQ

Deliver a more transparent client experience.

See how in a free demo.

Ready to truly exceed client expectations? Explore how these three factors can enhance your client’s overall experience:

More answers