Meeting Modern Client Expectations: Why 60% of Clients Prefer Online Updates

The legal industry isn’t exactly known for moving fast, but client expectations sure are. As we continue into a more digitized world, people are no longer satisfied with traditional, one-way communication. They’re used to tracking packages, getting banking alerts, and managing their lives from their phones.

And guess what? Legal clients are no exception.

According to the latest Clio Legal Trends Report, 60% of clients now say they prefer to get their case updates through secure online portals. Marking a significant shift away from traditional phone calls and email exchanges. 

What’s Driving the Shift?

1. Convenience and Accessibility:
   
   • Clients want access on their terms. Online portals make that possible. They allow clients to access updates anytime and from anywhere.
2. Transparency and Trust:
   
   • When clients can see what’s happening in real time, they stop wondering and start trusting. It builds confidence, and keeps the “What’s going on with my case?” calls and emails to a minimum.
3. No More Communication Potholes
   
   • Missed calls, confusing email threads, forgotten updates... it all adds up to frustration. A secure online portal clears the air. Everyone knows where things stand, without needing to ask.
     

What Law Firms Should Be Doing

‍Modern clients aren’t comparing you to other firms. They’re comparing you to every digital experience in their lives. And if you don’t measure up, they’ll find someone who does.

1. Roll Out a Client Portal:
   
   • Platforms like Hona that integrate with your case management software make it easy to provide real-time updates, document sharing, and secure messaging in one centralized place. It’s a straightforward way to upgrade your communication without adding more to your plate.
2. Automate Routine Updates:
   
   • Not every update needs a personal touch. Automating case progress notifications, deadline reminders, or document uploads ensures clients are always in the loop without pulling your team away from more important work.
3. Set Clear Expectations:
   
   • Digital doesn’t mean impersonal. Make sure clients understand how the portal works, what kinds of updates they’ll receive, and how frequently they’ll hear from you. A little clarity goes a long way in avoiding confusion later.
     

The Bottom Line

Clear, reliable communication. It’s one of the first things clients judge you on, and one of the biggest factors in whether they stick around. Firms that embrace secure, digital-first tools aren’t just checking a box, they’re showing up in a way that builds trust and sets them apart.

The legal world is shifting fast. Hanging on to old habits (like relying on calls or scattered emails) will only slow your team and firm down.