When you think of legaltech support, you probably think of ticketing systems, scripts, and a long wait for someone to get back to you. At Syncly, we’ve decided to do things differently. That’s why we don’t talk about“support” or even “customer success”. We talk about Client Experience.

It’s not just semantics. It’s a deliberate choice.

For Luke Paul, our Head of Client Experience, the name reflects a bigger commitment.

“Customer experience is more of a holistic approach. So it’s not just about customer support where you’re reacting to a product problem…You’ve got many more touch points across the journey, so it’s more end-to-end care. More proactive, going out there, making sure that a client is heard and being responsive to clients’ needs.”

That word—responsive—keeps coming up. Because when law firms are wrestling with integrations that affect the flow of documents anddata, responsiveness isn’t a nice-to-have. It’s mission critical.

Trust without the BS

New to the team, Tom Bourke brings his own perspective. He’s worked on the client side and knows the difference between vendors who show up,and those who don’t.

“Say you don’t know, if you don’t know. Be honest. Then go and find the answer. Then you get back to me. You don’t BS or be so confined to ascript you end up wasting everyone’s time.”

Luke adds:

“I don’t want you the client to shut your laptop at the end of the day and be stressing over something. This isn’t about polished lines orscripted responses. It’s about trust.”

Relationships over transactions

This is where the “experience” part comes in.

“It’s not a one-way conversation,” says Tom. “They contact you, you speak to them, but I like to reach out to people too. Pick up thephone, talk to them… That’s how you build relationships.”

And Luke makes it clear what underpins that approach:

“Client experience is not about upselling. It’s about upping the ante on their experience. Period.”

Good humans, no regrets

Luke sums it up simply:

“The Syncly culture is about humans being good humans. We trust each other, we’ve got each other’s backs. And I want that same feeling for clients as well. It’s us, it’s not us and them. We’re all working together to fix a bigger issue, to make their lives easier.”

Client Experience isn’t a function. It’s a culture. And in a legaltech world that’s often obsessed with features and roadmaps, sometimes the real differentiator is just being good humans who do what they say they’ll do.

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