Legal Late Night Why Law Firm Customer Service Sucks (and the Technology That Can Fix It)
Sep 25, 2025
Matt McClellan and Manny Griffiths, co-founders of Hona, share insights into transforming legal customer service with innovative tech. They discuss their journey to create 'Domino's tracker' for legal cases, aiming to streamline client communication. The duo highlights the struggles lawyers face in customer service, comparing expectations with giants like Amazon. They reveal cutting-edge tools like AI chatbots and virtual receptionists designed to automate redundant tasks and address the evolving landscape of legal practice.
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Choosing 'Hona' Was Part Serendipity
- Matt and Manny describe picking Hona as a short, pronounceable domain that matched their branding prompts.
- The name serendipitously connected to the Liahona compass and met their domain availability constraint.
Founding Spark: The Domino's Tracker Moment
- Manny explains the founding story: clients wanted a "Domino's tracker" for case status, and his own experience after his wife's accident made the need personal.
- He and Matt decided to build a product to reduce client status calls and created Hona to deliver continuous case updates.
Capture Leads At Phone And Web Fronts
- Capture leads at the phone and website front-ends; build tools to qualify and convert them into clients.
- Use voice AI for incoming calls and web chatbots for site visitors to cover the full client journey.