In an effort to address the pervasive communication challenges between law firms and their clients, Hona, a startup backed by Y Combinator, is making significant strides. Co-founded by Manny Griffiths, Hona seeks to streamline communication within legal practices, particularly those dealing with consumer clients, through a tech-driven approach. This initiative comes in response to a recognized gap in client-lawyer interactions that often leaves clients in the dark during their legal proceedings.
Addressing a Critical Issue in Legal Communication
The inception of Hona was inspired by Griffiths’ personal experience with a personal injury lawyer following his wife’s car accident. The couple frequently found themselves out of the loop regarding their legal claim, a scenario that is not uncommon according to Griffiths’ findings. A survey by Hona revealed that a staggering 44% of negative reviews for consumer-facing law firms pertain to communication breakdowns. Meanwhile, despite lawyers spending about 37% of their day on communication, clients still feel neglected and uninformed.
“People just want to be talked to and know what is happening because they are in this emotional, stressful time,” Griffiths told TechCrunch. After identifying that lawyers are often too overwhelmed to provide timely updates, Griffiths and his co-founders decided to create Hona, a platform designed to fill this critical gap.
The Technology Behind Hona
Hona operates as a communication portal that integrates with existing case management software in law firms, providing automated updates to clients. This technology allows clients to track the status of their cases as easily as they would track an Amazon package. Even before its official launch in February 2022, the concept resonated well with law firms, with five firms signing up during the mockup phase itself.
Located in Lehi, Utah, Hona has experienced substantial growth, boasting a 400% revenue increase in 2023, though exact figures remain undisclosed. The platform currently serves over 500 law firms and has facilitated communication for 308,000 clients. Recently, Hona secured a $9.5 million Series A funding round led by Costanoa Ventures, with contributions from Ludlow Ventures, Soma Capital, and Y Combinator.
Enhancing Client-Lawyer Interactions
Hona’s platform does not aim to replace human interaction but rather to augment it by handling routine updates and queries. Clients can also send messages and access educational resources through the portal. The updates and educational content are generated by AI, which is carefully managed to ensure accuracy and relevance. Lawyers upload pre-approved information, which Hona’s AI uses to maintain precise communication.
“Early on, we allowed the law firms to upload approved topics of conversation, approved metrics, and information regarding their case,” Griffiths said. By controlling the AI’s access to information, Hona aims to minimize the risk of misinformation and ensure clients receive reliable updates.
Expanding Services and Future Prospects
Initially focusing on consumer-facing legal practices such as personal injury and criminal defense, Hona targets areas where clients are less familiar with the legal system and more likely to experience communication issues. The company plans to expand to B2B legal practices in the future, addressing communication challenges across the broader legal spectrum.
In addition to its core communication features, Hona has recently introduced an e-signature tool and is planning to add billing and payment services. This expansion aims to further streamline administrative processes for law firms, enhancing efficiency and client satisfaction.
Conclusion
From my perspective, Hona’s approach addresses a critical pain point in the legal industry. By leveraging technology to bridge the communication gap, Hona not only improves client experience but also allows lawyers to focus on more substantive aspects of their work. The careful integration of AI ensures that the information provided is accurate and relevant, maintaining the integrity of client-lawyer interactions. As Hona continues to grow and expand its offerings, it holds the potential to set a new standard in legal communication, benefitting both law firms and their clients alike.
