Frequently Asked Questions

The Link App is much better suited to client communication than text or instant messages as it gathers all messages into a single, dedicated channel (stored by date order). Not only this, communications are encrypted and password protected so that confidential information can be kept secure.
Accessible 24/7 from mobile phones, there aren’t any downsides to switching across to an app, even if your clients are more used to text messages. An advantage over SMS is that The Link App is interactive. For example, there is a feature that allows clients to request a call back, meaning they can contact you without leaving the app, cutting down the time spent chasing back and forth over phone or email.

From a law firm’s perspective, you are also able to see when notifications have been read.

It’s worth noting that overall SMS use has declined for ‘C-to-C’ with the invention of apps like WhatsApp, never mind ‘B-to-C’. Apps are more interactive and consumers are expecting to see them nowadays.

All legal sectors! There’s nothing specific in the technology that restricts its use from one type of law firm to another. In fact, it’s already being used across private client and commercial disciplines as well as in various different sectors. We designed our product to be adaptable.

At The Link App, we have a wealth of experience in the legal sector and have gained an understanding that communication problems across the industry are very similar. Some of these issues include: efficiently keeping clients up to date; making each transaction as profitable as possible; and improving client satisfaction (and therefore retention). It’s also worth mentioning that, even though every law firm has its own Unique Selling Propositions, adding another dimension will significantly increase your competitive advantage.

The short answer is yes. It could be argued that this innovation is more important to corporate clients, as company directors often need information instantly and don’t have the time to chase. Brief and instant updates in plain English are a necessary way of keeping corporate clients in the loop.

Absolutely. If it was less time consuming to send updates, more would be sent. In our experience, keeping clients up to date and giving them a better understanding of the stages in their case makes them feel in control. Brief updates in plain English at appropriate junctures mean a greater understanding, and this goes a long way.

One of the observations we made in regards to the client-lawyer relationship was that lawyers work really hard for their clients, and, in the vast majority of cases, the bill (however large) is often perfectly justified. The problem, however, is that the clients often do not fully understand all the stages and hard work that go into their transaction and therefore there is a disconnect between the bill and the perceived work done. If it was less time consuming to send updates, more would be sent. In our experience, keeping clients up to date by using an easily accessible portal is hugely important. By letting them know you are working on their case, even if it isn’t a substantive update, it means clients are getting better customer service and they will start to understand the work involved and, ultimately, the bill.

That’s the two biggest complaints of law firms’ clients – communication and cost – dealt with by implementing one easy-to-use product.

For most law firms, integration isn’t necessary, simply due to the fact that when law firms have practical experience of using our product, the benefits have already spoken for themselves. However, it’s a common question and it is a possibility in the majority of cases, depending on which software you use.

There are two ways you can purchase The Link App: per case or per user. Which one you choose depends on what suits your situation at the time, but the majority of firms choose the per user plan, as it has two variations:

Monthly payment: £25 per month (per user), meaning you can spread the cost

Annual payment: £299 per user

Law firms with more than 35 users should contact us for a bespoke quote

The per user plan is perfect for firms of all sizes and budgets and the number of licences purchased can grow as and when your firm does. All licences are paid for in advance.

There is a nominal one-off installation fee, which is usually approximately £249 on a per user plan and £499 on a per case plan.

Those looking for a ‘pay as you go’ plan might opt for the per case option. The benefit to this method is that you only pay for a case when a client uses the app. Prices vary between £15 and £25 per case depending on the volume purchased.

If you choose to integrate, it is normally a bespoke piece of work to make sure all your needs are catered for, so prices will vary. However if a basic integration is appropriate it can cost as little as £10 user per month.

With The Link App, there are no hidden fees and we do not charge large upfront fees for tech support, consultancy or marketing material.

If you choose to integrate, it is possibly a bespoke piece of work to make sure all your needs are catered for, so prices may vary. However if a basic integration is appropriate it can cost as little as £10 user per month. As ever, we’re more than happy to have a conversation about this to help you better understand what is required and potential costs.

The data we hold is completely secure. We use 256-bit SSL encryption, which is the same security level that banks use. All data is held at an independent data centre and backed up within the UK (England). Our data centre has ISO 27001 certification, the data never leaves the UK, and is encrypted end-to-end, including everything that passes through both the law firm and user apps.

Unlike with email or letters, lawyers can instantly tell when notifications sent via The Link App have been read. So if there was an important update regarding deadlines that was sent via email, you wouldn’t know if that information had been delivered. An exception would be if ‘read receipts’ were being used, but these are generally unpopular and can be bypassed. With The Link App, you will know as soon as an update has been accessed, without the need for the client to respond.

While email is useful, and has done a job for years now, it certainly does have its limitations. We live in an age of email overload.

Although you can now access email on your phone via email apps, all of your important client emails come into the same channels as promotional material, colleague messages, newsletters, and other less important emails. This means that important emails can easily get lost, and there is also the effort exerted managing and searching for specific emails.

With The Link App, it not only aggregates these messages down into a single channel dedicated to that specific case, but all of this is recorded and kept on file. All you need to do is send the updates and the rest is done for you, saving time and stress.

Not only this, security is important, and we’ve seen many well-documented cases of breaches involving email. Here’s a link to an article that covers the dangers of email overuse in the legal profession and why there’s now pressure for the industry to adapt:

No, but you can if you wish. Furthermore, whenever we rollout into a new area of law, we give the first firm the opportunity to contribute to this process should they wish.

The answer to both of these questions is yes. Our data is held in data rooms in London and backed up every night. Firms can access copies of communications that took place on every case themselves directly via the app, whether that case is open or closed. There is no need for our intervention. PDFs or printed copies can be made in a matter of seconds.

Many law firms would like to know exactly how ‘invasive’ the app is. The Link App is not invasive and has no need to access the data described above.

Lawyers use a desktop application (or web application if they prefer) at all times when using The Link App, and do not need the mobile app.

The web application is accessible from a computer, tablet or mobile device so lawyers can use our product on the go – at Court, for example. Although, technically, your version of the application is accessible by mobile web-browsers, it isn’t optimised for this, so we would always recommend using desktop or tablet browsers.

Your clients will always use the mobile app. This is ideal for them as they can access information anywhere, quickly and efficiently.

We do provide training. It is already really quick to get set up on the app, and even easier to use, for both law firms and clients. Our training ensures fee earners won’t be spending hours and hours out of their day getting set up on The Link App, and it’s very complementary to your existing setup.

Our training takes place either via live online tutorials or in your firm, depending on your preference and the size and location of the rollout.

The initial training will only take about an hour; we will guide you through the whole process and, of course, provide tech support along the way. We also offer a complimentary floor-walker service for larger firms wishing to get more team members live on the app. This comprises of a member of our support team joining you in the office to help you get set up and used to using the app.

The Link App is specific to the UK legal profession and the app is currently live in firms across the country – from Dundee to Devon, all the way to Essex, and back up to Edinburgh! The app is used by small law firms with a few users, and, on the other end of the spectrum, by multiple-office law firms with over 200 staff members. Being used by niche firms and full service firms alike, our product really is a wonderfully flexible and cost-effective solution for all. We are looking to roll out The Link App in other sectors in the future.

Yes. There won’t be hours of training and you can be up and running within a day. As it was designed for lawyers, by lawyers, it is a very intuitive app. Traditional legal tech systems are often created to cover all bases, whereas The Link App was built from scratch to answer a specific need. This means the user interface is like no other technology, with a fresh user interface tailored to you.

Yes. Clients will download The Link App from the App Store or Google Play Store, and it will be your firm’s branding that will be seen within the app.