Law consumers want digital as their first contact point

The Law Gazette reports on some interesting research commissioned by MMA digital, a lead generation company in the legal sector, that the strong majority of consumers want to conduct their relationship with their law firm, particularly initially, on-line.

Although the focus of the report is more on B2C legal services, it does chime with our experience in this area. I think there are two aspects to it:

Firstly, people do not like to be sold to - and will go to some efforts to avoid a 'salesy' situation.

But second, when people are so competent with digital resources, it is often just slow and tedious to get sales people involved. People would prefer a self-service approach where possible.