As e-mail has become increasingly popular, the needs of the user have become ever more complex. But technology vendors are still not offering law firms technology that would also improve client service, says Martin Telfer
In many, if not most, of the client satisfaction surveys I have seen, responsiveness is a recurring issue. Clients rightly expect their lawyers to be available, to turn work around quickly and to deal with queries, be they administrative, commercial or legal. In short, to provide great service.
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