Communicating with Clients Through Firm Chambers
Use the Client Portal
Instead of sending sensitive information via email, direct clients to the secure client portal. They can view case updates, download documents, and send messages — all within an encrypted environment.
Set Expectations Early
During onboarding, explain to clients how the portal works and what they can expect in terms of update frequency. Setting clear expectations reduces "where are we?" calls and improves satisfaction.
Milestone Notifications
When you update a case milestone, clients with portal access receive an automatic notification. Use milestone descriptions that are clear and jargon-free so clients understand what has happened and what comes next.
Document Sharing Best Practices
- Share documents with a brief note explaining what the document is and whether the client needs to take any action.
- Use descriptive file names rather than internal reference codes.
- Mark time-sensitive documents clearly so clients know when they need to respond.
Response Times
Aim to respond to client portal messages within one business day. Even a brief acknowledgement builds trust and shows the client their matter is being actively managed.