We all talk about law firms not being very customer friendly.

On the other hand a lot of firms are not really doing much about it.

This paper from IT firm contains a survey of law firm users and looks at how firms can use technology to become more customer friendly.

Here are some key figures:

Fewer than 10% of clients who call a law firm will actually get to speak to a lawyer.

More than 40% of people who leave a voicemail or fill out a web form wait two or three days before they hear back.

11% of callers hang up within 10 seconds of calling a law firm because they’re frustrated at not getting to speak with the person they ask for by name.

Technology can help in these key areas:

Security

Transparency

Managing the relationship

Reduce administration time

Improve collaboration

The ability to do all of this exists now so the question is why more firms are not using it?