Law Firm Quality Remote Services

With law firm profitability falling in the wake of COVID, even amongst the top 100 companies, remote services are becoming an essential life-line.

But how can law firms big and small give clients confidence in their offerings?

Compare Solicitors and Legal Experts in Seconds

With law firm profitability falling in the wake of COVID, even among the top 100 companies, remote services are becoming an essential lifeline. But how can law firms, big and small, give clients confidence in their offerings?

A core aspect is displaying a digital mindset. All businesses should be considering this precisely because customers don’t think about it — they expect it.

This is more than just using the digital marketplace to bring in new clients. It’s a branding exercise. A way of showing clients that you’ve embraced the shift online. That even if you’re a hundred miles away, you’re receptive to the new technology and tools that make remote services possible — and even desirable.

What legal can learn from banking

Look to healthcare and banking for inspiration. Both are professional sectors that operate using highly sensitive data. Yet today, in just a few taps, you can consult with a GP on your phone or open an app and apply for a mortgage without speaking to anyone.

The surge in mobile and online banking use, particularly among the over-60s, should be of interest. According to a study from MasterCard, there are three clear reasons for this.

Ease of use – 65% said using a banking app or site was simple.
Speed – 61% said digital banking was quicker than traditional face-to-face and paper-based services.
Safety – 30% said it was a safer option during the COVID-19 pandemic.

Law firms can learn from this when offering remote services that are valuable and, given recent trends, sustainable.

Where your law firm can focus

Security

Many years ago, you could order items from Amazon and send them a cheque. Perhaps you still can. This wasn’t just an additional revenue stream, but also a way to counter objections from customers new to online shopping who distrusted entering card details online.

Consider the rise in remote banking services. Users must trust that financial institutions will keep their digital data secure. We know people care deeply about this — if only by how closely we guard our PIN numbers.

Law firms have the same advantage as banks. Just as a bank protects confidential account details, you have full ownership of a client’s case data. This allows you to communicate a strong message around security.

GDPR rules already require data to be stored safely. Popular video-calling software is encrypted by default. No successful business runs unsecured websites or networks.

Most practices already operate on a security-first basis because it is both lawful and best practice. The key is reassuring potential clients that you take online security and confidentiality seriously.

Remember to assess and quickly address any security gaps elsewhere in the business. If you’re working remotely, both you and your client should feel confident in your home setup too.

Convenience

Simplicity is key to digital success. This is especially true in law, where complexities, complications, and confusing legal language can overwhelm even the most determined client.

There’s a reason why we all use Zoom calls or Dropbox documents today. The most popular remote service platforms are simply the easiest to use. In fact, the most successful platforms online — Google, Amazon, TikTok, PayPal — succeed largely because they remove friction.

Do whatever you can to make contacting you online simple. Facebook ad short forms are a good example of making it quick and easy for potential clients to reach businesses.

Websites should be accessible and intuitive to navigate. Instructions and calls-to-action should be succinct and clear. Take inspiration from Good Microcopy, which champions brevity and clarity.

Many clients for legal services are older. Yet when 65% of over-60s in the UK believe online banking services are easy to use, it shows that well-designed digital services can work for everyone.

Build on this idea of simplicity by publishing expert blogs and videos that answer common client questions and demystify legal processes. This also helps improve your visibility in search results and can strengthen your firm’s online brand as supportive and approachable.

Self-service

The shift online has made many people more comfortable engaging with remote services — partly because, in some cases, it became necessary.

A recent report from IRN Research into legal consumer trends found that 59% are now willing to use a lawyer anywhere in the country, and 10% regularly use review and comparison sites such as The Law Superstore.

Consumers are also becoming increasingly independent. According to research on knowledge bases, 89% of millennials search online before contacting a company for help, and 70% prefer getting answers from a company’s website rather than calling or emailing.

Little surprise, then, that the conversation has shifted toward self-service.

Clients increasingly expect the ability to find answers themselves and manage aspects of their cases online, much like they would their car insurance or bank accounts.

An in-depth study by legal research firm Acritas found that expertise was the primary reason clients refer others to a law firm. Service — including responsiveness, availability, and accessibility — came second among 50,000 client responses.

Investing in a secure self-service portal shows serious commitment to remote services. It helps establish trust, build stronger client relationships, and demonstrate expertise while improving the overall client experience.

Your website

Imagine finding a business whose website doesn’t display correctly on your phone. Would you trust them to deliver a service remotely?

Or would you expect technical problems and apologies because “I just can’t seem to get it working”?

Your website is often one of the first places potential clients visit when researching legal services. They want to understand your firm, your experience, and how you will treat them.

In fact, 75% of visitors judge a business’s credibility based on its website.

Clients aren’t just looking for reviews or testimonials. They’re also trying to build a human connection — something Law Superstore users say strongly influences their decision when selecting a legal expert. They want the offline experience reflected online.

Your website is therefore a powerful indicator of value and an opportunity to build trust long before you meet the client.

This is one reason many firms join The Law Superstore panel. Each partner has a profile where they can present the “face behind the firm.” For some firms, this provides a strong online presence even when their own website needs improvement. For others, it complements their broader digital marketing efforts.

Get in touch if you’d like to learn how The Law Superstore can help you connect with new clients online. There are no subscription fees, no setup costs, and no minimum-term contract.

Start your legal lead generation trial and build on your firm’s online success.