The Biggest Complaints About Billing Software and How to Solve Them

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October 20, 2023

Though legal billing software presents a learning curve, this technology is a net positive for law firms.  Surf the web for reviews of e-billing software and you will undoubtedly find complaints about legal billing.  However, if your law firm chooses the right legal timekeeping and billing software, you will find mastering the software learning curve is easier than anticipated.  Here’s a quick look at some of the most common legal billing software complaints.

Lack of Customer Support

If your team is struggling with new legal billing technology, you will need timely assistance.  However, if customer support is unavailable over the phone, through the provider’s website, or by way of built-in features within the software itself, you will be quite frustrated.  Choose legal software with elite customer service and you won’t be flustered when questions and concerns inevitably arise.


Perhaps most important is the scope of your law firm’s needs.  Choose legal billing software that encompasses your unique firm’s needs and you’ll find it serves you well.  So be sure to do your homework before committing.  The software you select should be compatible with your areas of practice, size, and unique challenges.

Learning Curve

If the software you select makes it difficult to track billable hours or complete backend legal billing tasks, you will be tempted to pivot toward a more user-friendly program.  Read through the reviews of the software to get a sense of whether it is difficult to master and also understand the amount of time you’ll have to invest in training your team.  Above all, prioritize software that has a simple and intuitive interface.

The Software Doesn’t Keep Pace With Your Firm

Attorneys simply do not have enough time in the day to fuss around with complex legal software.  If the software you have in mind seems clunky, overly complex, slow, or otherwise incapable of maintaining your desired pace, move on to the next candidate.  The last thing you need is to waste your attorneys’ valuable time attempting to solve issues with the platform when that time could be spent on client matters.

Minimal or No Training

Ideally, the masterminds behind the legal software you choose will provide training in-person, through the web, or at least in the form of a guide or tutorial.  This training should be provided in a manner that is compatible with your team’s schedules, nuanced needs, and skillsets.  So don’t assume you have to be completely self-reliant when attempting to figure out the nuances of legal software.  Choose software with built-in support and your team will hit the ground running.