Litigation teams experience legal support services as a working relationship, not feature set. When a matter is moving fast and a client needs certainty more than explanation, the question isn't whether the product impressed in a demo, it's whether the vendor can keep pace with the realities of the work.
Writing for The Legal Intelligencer, Steno Senior Director of Customer Success Katie Fitzsimons makes the case that high touch is no longer a differentiator. It's the baseline. And the vendors who understand that aren't just investing in their product, they're building the infrastructure around it.
Here's an excerpt from Katie's piece:
In legal services, trust is not a branding exercise. It is a record of behavior. Clients notice whether a team follows through, whether questions are answered quickly, whether an escalation is handled before it becomes a problem, and whether the vendor understands the stakes of the work being supported.
This is where high touch needs to become more than a customer experience strategy. It needs to function as a trust architecture.
The piece goes further into what adoption actually requires, why behavioral change is the real measure of a successful vendor relationship, and how serious service organizations build the systems to deliver at scale, not just when the right person picks up the phone.
Read the full piece in The Legal Intelligencer.