Client Portal Best Practices for Law Firms
Learn how to maximize the effectiveness of your client portal and improve client satisfaction.
A well-implemented client portal can transform your law practice. It reduces phone calls, improves client satisfaction, and creates a more efficient workflow. Here are our top recommendations for getting the most out of your client portal.
1. Onboard Clients Properly
The first impression matters. When inviting a client to your portal:
- Send a welcome email explaining what they can do in the portal
- Provide a quick start guide with screenshots or a video
- Set expectations about response times and communication preferences
- Offer a brief walkthrough for clients who prefer live assistance
Sample Welcome Message
Welcome to your client portal!
Here you can:
- View your case status and updates
- Upload and download documents
- Send secure messages to our team
- View and pay invoices
If you have any questions, just send us a message through the portal!
2. Keep Information Up-to-Date
Nothing frustrates clients more than stale information. Make it a practice to:
- Update case status after every significant development
- Upload documents promptly after creation or receipt
- Log notes that clients can see (when appropriate)
- Respond to messages within your stated timeframe
3. Use Clear Naming Conventions
Help clients find what they need:
Good:
- 2026-02-01_Smith_v_Jones_Complaint.pdf
- 2026-01-15_Discovery_Responses_Final.pdf
Poor:
- doc1.pdf
- final_final_v2.pdf
4. Set Up Notifications Appropriately
Configure notifications so clients are informed but not overwhelmed:
| Event | Notification |
|---|---|
| New document uploaded | Yes |
| Case status change | Yes |
| New message | Yes |
| Invoice sent | Yes |
| Minor case notes | No |
5. Leverage Document Requests
Instead of playing email tag, use the portal to:
- Create document requests with clear instructions
- Set deadlines for client uploads
- Provide templates when applicable
- Track completion status automatically
6. Maintain Security Best Practices
Protect your clients and your practice:
- Enable two-factor authentication for all users
- Review access regularly and revoke when representation ends
- Use role-based permissions for team members
- Audit access logs periodically
7. Gather Feedback
Continuously improve by asking clients:
- What features do they use most?
- What would make the portal more useful?
- How does it compare to their expectations?
- Would they recommend your firm based partly on the portal experience?
Measuring Success
Track these metrics to gauge portal effectiveness:
- Adoption rate: % of clients actively using the portal
- Response time: Average time to respond to portal messages
- Document upload rate: % of documents exchanged via portal vs email
- Client satisfaction: Survey scores related to communication
Conclusion
A client portal is only as good as its implementation. By following these best practices, you'll create a seamless experience that clients appreciate and that makes your practice more efficient.
Ready to get started? Sign up for MyLawyerLink and start offering your clients a modern portal experience.