This is an example engagement, not a client story. It shows how we would run an audit and build for a typical firm of this kind. The research figures come from the public sources cited, and nothing here reports a specific client's results.
A Houston personal injury firm with a few attorneys, one intake coordinator, and most new cases coming from phone calls and the website.
Most new cases start with a phone call, and many come in after 5 p.m. or while attorneys are in court. Calls that reach voicemail rarely get a message back, because an injured person who cannot reach a lawyer usually calls the next one on the list.
Web inquiries land in a shared inbox and wait until someone has time. Intake details are taken on paper or in email, then typed again into case management. A share of the firm's callers prefer Spanish, and after hours there is no one to talk to them.
What the research says02
When a research firm contacted 500 U.S. law firms as prospective clients, only 40% answered the phone and only 33% replied to email. 48% neither answered nor called back, which left them effectively unreachable by phone.
In an audit of 2,241 U.S. companies, firms that tried to contact a web lead within an hour were nearly seven times as likely to have a meaningful conversation with a decision maker as firms that waited even an hour longer, and more than 60 times as likely as firms that waited 24 hours or more.
Move the sliders to your own numbers. Everything updates as you go.
Starting values are an illustration, not a benchmark. Move the sliders to your firm's numbers.
Revenue at stake each month$0$0 a year
Inquiries missed or late
0
Clients that would have hired you
0
Average fee
$0
If your missed share matched these rates
Missed or late
Monthly at stake
Relative size
Formula: inquiries × share missed × conversion rate × average fee. The 48% row is the share of firms Clio's 2024 secret shopper study could not reach by phone. Source
Audit, build, measure03
What the audit checks
Pull 90 days of call logs and count missed calls by hour and weekday, and how many of those callers were ever reached.
Submit test inquiries through the website form and chat at different times, and time the first reply.
Map intake from first call to signed engagement, noting every place details are retyped.
Check how much of the inquiry volume is in Spanish and who on staff can handle it.
Rank each fix by expected return using the firm's own case values and conversion rate.
What we build
Instant text back on every missed call, in English or Spanish, with a link to book a consultation.AI Intake and Lead Follow-Up
Website chat that screens by practice area and accident type, then books qualified callers onto the calendar.AI Intake and Lead Follow-Up
Intake answers written straight into the case management system, so nothing is retyped.AI Intake and Lead Follow-Up
Faster practice area pages with a short intake form above the fold on mobile.Website Build
What we measure
Share of missed calls that get a reply within five minutes
Median time to first response on web inquiries
Consultations booked outside business hours
Signed cases per month, compared with the 90 days before launch
Staff hours spent retyping intake details
Every measure starts from the firm's own baseline, taken during the audit, so results are compared with how the firm ran before anything changed.