Charleston, S.C., July 30, 2025 – Case Status, the leading client engagement platform for law firms, released the latest findings from its Legal Client Experience Report today. The study revealed that while firms are starting to embrace AI to streamline internal operations, they’re overlooking a powerful use case: enhancing the client experience. One in four surveyed clients expressed anxiety about not knowing what was happening with their case, illustrating how poor communication directly impacts the client experience.
The report’s findings are based on a three-pronged research approach: an independent survey of 433 law firm clients, an independent survey of 109 practicing attorneys, and a sampling of anonymized usage data from hundreds of law firms and hundreds of thousands of clients using the Case Status platform. This combination of survey insights and real-world engagement data provides a uniquely comprehensive view of how law firms are performing – and where they must improve. The report provides actionable benchmarks for firms looking to modernize and compete in a client-driven market.
Better communication = happier clientsÂ
The Legal Client Experience Report highlights how AI can reduce friction throughout the legal journey by improving communication. While attorneys believe they respond quickly, only 35% of surveyed firms actually measure response time, revealing a disconnect between perception and reality.
“AI is often discussed in terms of productivity, but its real power lies in creating a better experience for clients,” said Andy Seavers, CEO of Case Status. “When firms automate the right parts of the client journey, they show they care through responsiveness, clarity, and consistency.”
Leveraging AI to optimize workflows and client touchpointsÂ
Law firms using AI to automate routine tasks – like appointment reminders, status updates, and document requests – save an average of 1,329 hours per year, according to the report. Much of that gain comes from reducing the time spent on manual communication.Â
This overlap between operational inefficiency and client demand highlights a critical area for improvement. The report found that the most common reason clients reach out is for basic legal questions, sensitive conversations and case status updates. Yet 86% of attorneys still rely on phone or email daily to provide those updates, slowing responsiveness and increasing administrative load.
AI-enabled firms respond to clients in 5.29 hours on average, that’s at least 4x faster than the industry norm of 24-48 hours. In an always-on digital environment, speed reduces anxiety, improves satisfaction, and drives reviews and referrals.
A strategic gap that can’t be ignored
Despite these clear advantages, most law firms have not yet applied AI in the areas that most directly impact client experience. The report finds AI adoption remains concentrated in back-office tasks, with few firms leveraging it to elevate client engagement. In contrast, industries like hospitality, healthcare, and banking have already embraced AI to deliver real-time, personalized communications, setting a standard that today’s clients increasingly expect across all service experiences – including legal.Â
This gap is compounded by the finding that only one in three clients reported feeling genuine relief after receiving a quick answer to their question, indicating that speed alone isn’t enough. Firms need fast, scalable systems that also deliver empathetic and consistent communication.
“Firms that deploy AI for client experience aren’t just automating, but also improving the way they show up for clients,” added Seavers. “That’s how you build loyalty, reduce burnout, and grow the business.”
To download the full Legal Client Experience Report, visit here.
About Case Status
Case Status is the leading legal tech company for client engagement with a vision to redefine how law firms interact with their clients. Our innovative, secure software platform and intuitive 5-star rated app simplify client engagement by providing real-time updates, secure messaging, and AI-powered insights to keep clients informed every step of the way. Seamlessly integrating with case management systems, Case Status streamlines communication, boosts client satisfaction and drives positive reviews and referrals. Our goal is simple: to enhance the experience for both clients and attorneys.
Media Contact: Ron Stein - ron.stein@modop.com
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