When Manny Griffiths sought assistance from a personal injury lawyer following his wife's car accident, he was taken aback by the scarce communication and information regarding their claim. The couple often went months without updates, making the entire legal process seem frustratingly opaque.
Determined to understand this disconnect, Griffiths conducted research and discovered that he wasn't alone in his concerns. His findings revealed that a staggering 44% of negative Google reviews for consumer-facing law firms stemmed from frustrated clients due to poor communication. Surprisingly, while clients felt unreachable, lawyers reported spending 37% of their day on communication, according to a Hona survey of 41 legal professionals.
"People just want clear communication during emotional and stressful times," Griffiths emphasized. "In speaking with law firms, I realized they face significant interruptions—on average, every three minutes—leaving them too busy to effectively communicate with their clients."
In response to this challenge, Griffiths and his co-founders launched Hona, a technology-driven communication portal that integrates with existing case management software in law firms. Hona delivers automated updates to clients, allowing them to track their legal cases as effortlessly as monitoring an Amazon package. This innovative approach has resonated with law firms, generating substantial interest even before its official launch in February 2022.
"We created mockups and utilized Figma for product design, then started selling the concept before writing any code, claiming we could deliver by a specific date," Griffiths recalled. "I made cold calls to law firms and secured five agreements before we even had a product."
Based in Lehi, Utah, Hona has experienced continued demand, boasting a remarkable 400% revenue growth in 2023, although exact figures remain undisclosed. The platform currently partners with over 500 law firms, benefiting 308,000 clients. Recently, Hona completed a $9.5 million Series A funding round led by Costanoa Ventures, alongside contributions from Ludlow Ventures, Soma Capital, and Y Combinator.
Griffiths clarified that Hona is not designed to replace all lawyer-client communication; instead, it aims to minimize unnecessary inquiries purely for updates or clarification on legal terminology. Clients can still message their lawyers through Hona and access educational resources regarding legal terms and their case's progress.
The updates, educational content, and responses to client queries are powered by AI. Griffiths emphasized the company’s cautious approach in leveraging AI due to the sensitive nature of legal cases; accuracy is paramount. To prevent the dissemination of incorrect information, lawyers determine the topics accessible to Hona's AI.
"Initially, we allowed law firms to upload approved topics, metrics, and case-related information," Griffiths explained. "While our model may evolve more slowly than typical AI, this deliberate limitation ensures higher accuracy from the start—a crucial priority for us."
Focusing first on consumer-oriented legal practices such as personal injury and criminal defense, Griffiths noted that these clients often lack a thorough understanding of the legal process compared to business clients, who typically interact with lawyers more frequently. Hona aims to branch into B2B legal practices in the future.
Additionally, Hona is expanding its offerings, having recently introduced an e-signature tool for documents and planning to integrate features such as billing and payment processing.
"We are dedicated to enhancing the client experience,” Griffiths stated. “Legal matters can be challenging and stressful. Hona empowers law firms to operate more efficiently, freeing up time to provide clients with peace of mind during their legal journey."
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