Big Firms

Lawyers texting clients: What your firm needs to know

While the idea of lawyers texting clients might seem unconventional, we’ll walk you through why it might be worth giving a try.

Over the last few decades, technology has infiltrated almost every aspect of daily life. From iPhones to Amazon Alexa to Bitcoin, society itself has become dependent on technology, and there’s no slowdown in sight. Whether talking to a friend or a business, we have all become accustomed to instant communication.

Law firms are no exception to this trend. Thanks to the Internet, legal clients have become more educated – and more demanding – than ever before. It’s critical for law firms to meet these modern expectations to exceed the expectations of each client. 

While the idea of texting your client might seem unconventional, it’s proven to be an efficient way to streamline communication efforts between all parties. Not only does texting save time, it’s a powerful tool to supercharge your firm and equip your staff with what they need to meet modern demands. 

This begs the question of whether using text messaging at your firm to communicate with clients is best for your firm. We’ll walk you through why it’s worth considering. 

More communication, fewer phone calls

According to research, 32% of people of all ages prefer texting to calling. With the option to text, your personal injury law firm can expect fewer incoming phone calls. Attorneys and staff can also reduce the number of outgoing calls by texting clients instead – with their permission, of course.

When your paralegal has a simple question or just needs to remind a client about a doctor’s appointment, texting is almost always more convenient than calling. And with 90% of texts being read in less than three minutes after being delivered, it’s more expedient than sending an email or leaving a voicemail. 

You might consider leveraging a case management software with unlimited texting as a built-in feature. With case management software, your team won’t have to give out their personal information and can easily share updates, documents, and deadlines within the client portal. 

Convert leads faster

Many prospective clients are ready to sign your contingency fee agreement while on the phone with you or your intake specialist. Reduce friction by sending them your contract via text, and walking them through the signature process immediately.

This feature of modern practice management softwares is essential for signing up clients quickly and efficiently. It's also easier for your clients, setting them up for the best possible experience with your law firm.

Improved client experience

Letting clients choose their preferred contact method improves transparency and trust as you work with them throughout the case. Given the choice to receive calls or texts, their answers might surprise you. Many working clients may prefer a text during the day as opposed to a call during office hours.

If you text clients from a case management software like CASEpeer, that client communication is automatically logged on their case. Even their responses will be captured instantly in the notes and case timeline. Keeping an accurate record of client communication is key to delivering the best client experience. 

Texting clients save your firm time

Texting is as convenient for attorneys and staff as it is for your law firm’s clients. For simple communication, texting is almost always faster than calling. This is especially true for clients that are difficult to reach by phone or email.

When you invest in case management software with integrated texting, you can easily monitor communication details, flag high-priority cases, and automatically attach notes to each case that needs attention. This will save your firm a significant amount of time instead of shuffling through files and spreadsheets.

Should lawyers text clients?  

Some attorneys may recognize the benefits of texting clients, but are concerned about giving out their phone number or having paralegals text clients. The text to case feature in CASEpeer allows law firms to pick a number that will be used exclusively for texting through the practice management software.

CASEpeer’s layered permissions allow law firm administrators to choose who can text clients. This ensures that the feature is not abused by new or inexperienced staff – allowing you to control the client experience.

Embracing texting can improve your law firm’s effectiveness, save you time, and make clients happier. Is your firm ready to make the switch? 

Leverage personal injury case management software 

To stay successful in today's competitive landscape, you need to keep up with the dynamic technology. CASEpeer’s turnkey solution provides personal injury law firms with client communication tools and features built with their unique needs in mind. Download our simple guide on texting best practices to see how you can bring more organization, efficiency, and accuracy across your firm.


Download our simple guide to texting best practices


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