Home Business News UK law firms failing to meet consumers’ demands

UK law firms failing to meet consumers’ demands

by LLB Reporter
24th Jul 18 8:25 am

New research into the use of digital technology in the UK legal sector has revealed that 7 out of 10 consumers would choose a ‘lawbot’ – a customer facing, automated online system  to handle their legal affairs over a human lawyer because it’s cheaper, faster and simpler. 19% said it’s more convenient and more than half (56%) are even prepared to pay more for such a service if it means a faster resolution.

The UK study on 1,000 consumers and 500 law firms, by Olive Communications, a managed cloud communications provider working with law firms found that one in three (34%) consumers would also like their solicitors to offer digital services such as video conferencing, chat and Instant Messaging (IM), when liaising with their lawyers. Yet, 66% of consumers said such services have never been made available.

UK Firms fear they are stuck in a tech time warp

From a law firm perspective, over half (66%) of UK law firms worry that failure to keep up with digital advances will affect productivity, billable time and client response rates, with SMEs (61%) slightly less concerned than larger law firms (71%). Half of all law firms (49%) also worry about falling behind the competition.

Martin Flick, CEO at Olive comments  “Today’s busy, always on and mobile first consumer wants to buy goods and services, and communicate with sellers whenever, wherever and however they choose. Increasingly this is through digital interaction. When it comes to their lawyer or solicitor, they want to engage in the same way, without the frustration of having to wait days for paper documents to arrive in the post or for an email to come through with the answer to a question that could be easily resolved with an Instant Message or automated response. Consumers want more control over their legal affairs with sometimes, little or no human intervention, and with the speed, efficiency and security that multiple channel web-based communications offers.”

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