As a legal professional turned legal tech entrepreneur, you’ve built an incredible piece of software that meets the needs of your customers. But no matter how perfect your product is, you need to convince your users to buy it by instilling immediate trust.
Many legal software companies liken their companies to TurboTax. For example, several companies built on the Gavel platform call themselves the “TurboTax for family law.” So, how do you get the usage that TurboTax has? The following are the top 7 tips to learn from TurboTax to make your own legal offerings just as desirable, to reduce bounce rate, and increase conversions to revenue.
TurboTax provides free calculators, an expense estimator, tax tips, latest law changes, and a regularly updated blog with topics such as tax deductions, cryptocurrency and health care. In doing so, TurboTax proves its depth of expertise and its commitment to helping users with the tax preparation process even before they become customers. This allows potential customers to review its product without commitment, freely share with others and return to the website for purchase if satisfied with the free offerings.
Additionally, these resources can help TurboTax understand the key market and their pain points through user feedback and analysis of webpage traffic. TurboTax’s SEO (Search Engine Optimization) rankings are likely also increased due to these free offerings.
Provide These Types of Free Offerings
According to Findstack.com, “72% of customers say they use Google reviews to find businesses” while “94% of consumers have avoided a company due to a bad review[.]”
(Carter, R. (2022, September 6) The Ultimate List of Online Review Statistics for 2023. Find Stack. https://findstack.com/resources/online-review-statistics/.)
Positive TurboTax reviews are included throughout the website. Reviews in the form of stars (out of five) —including the volume of reviews yielding the overall star average—and expandable narrative testimonials are shared in the pricing section alongside each of the priced offerings.
Publish These Types of User Reviews
TurboTax provides ‘Support’ as a primary navigation tab on its main webpage, ensuring users can easily find help by topic, with videos, in community forums, through its blog, or even via chat. While only articles, videos, and blog posts are available for viewing prior to purchase of the product, sharing other help options gives customers the confidence that they will be in good hands and be able to access more personalized resources when they purchase the product. The entire ‘Support’ page is searchable to quickly find resources without having to peruse through every available option.
In the ‘Support’ tab, general articles and tips are also searchable and structured in Q&A style format. They also include the date of last update to ensure up to date information. TurboTax also includes short step-by-step help videos to share information about a number of topics, such as tracking refunds, understanding deductions, etc.
Provide Varied Formats of Support
Additionally, accessibility functions, like the ones below, can also ensure that all users are able to access the information they need.
The TurboTax website has only five navigational elements, keeping the structure simple and clean. With primary navigational tab names like ‘Expert Does your Taxes’, ‘Do it yourself’, ‘Resources’, ‘Support’, and ‘Pricing’, users have a clear expectation of what to expect at each click. Further, each of those five primary navigation items have an accompanying dropdown secondary navigation with more relevant information, allowing users to generally find all sought-after information within three clicks (a good rule of thumb to keep in mind).
TurboTax organizes its website by anticipating specific user questions. To achieve this and avoid providing an overwhelming data dump, TurboTax has users answer a preliminary prompt: ‘Expert Does your Taxes’ or ‘Do It Yourself’ before providing specific, and only relevant information thereafter.
Additionally, TurboTax preempts the following intuitive user questions by including the following information on its website:
Use These Tools Improve Your Website’s Navigational Experience
“User personas are fictional characters you create to anticipate the different users who will use your product. The process is designed to help you deeply understand your customers’ needs…‘[U]ser personas’ can be very detailed[ ] and…not just about objective facts. They also help you understand your customers’ values, fears, goals, and challenges[.]”
(Gavel. To build a great legal product, you need to know your law firm’s customer, their needs, motivations, fears and buying decisions. Build a user persona. https://www.gavel.io/resources/legal-user-design.)
TurboTax utilizes visual cues to focus the user’s attention to important parts of the website. For example, TurboTax not only has a colored banner with priority information (i.e., “File by April 18…”), against a predominately white landing page, but each webpage has obvious subject breaks with distilled messaging and a visual aid. Positive reviews are also highlighted in standalone boxes reminding users that TurboTax is a credible, effective product.
Use These Strategies To Make Your Website Clean and To-The-Point
On the TurboTax website, there are a few noticeable calls to action (CTAs).
CTAs are interactive elements, usually buttons, on a website that push users to take a certain action on a site. While they are often used to prompt users to sign up for a service or a product, they can also push users to learn more, watch a video, contact, etc. Each call to action should aim to generally do one of four things: educate, guide, support, or convert.
TurboTax’s primary call to action is getting users to convert into customers by clicking the obvious ‘Start for Free’ buttons. This call to action is usually green, blue or red, placed at the top of a webpage and again at the bottom and surrounded by an otherwise white space to stand out from its surroundings. Notably, these secondary CTAs are not as bright or prominent as their primary CTAs but still attract users’ attention by appearing at the top of the webpage where a conventional toolbar would be. These CTAs are clearly labeled for their purpose and encourage users to take action and learn more about the product on the site.
Tips for Clear CTAs
TurboTax includes pictures of confident, smiling experts, their names, years of experience, refund amounts they’ve gotten customers, and even signatures, turning the abstract “tax expert” into a relatable individual. TurboTax also includes names of reviewers to again make them seem real and relatable. These tools along with straight forward language throughout add warmth to otherwise cold and intimidating subject matter.
Use the Following to Humanize Your Website
Like taxes, law can be intimidating and many of your potential customers may not know where or how to start. By focusing on your substantive offerings and how you aesthetically present those offerings, you can show potential customers your expertise and willingness to work with them to achieve their goals.
Interested in learning more about how you can build a legal tech platform of your own on Gavel? Book a demo with our team here, or start your 7 day free trial now.
 These CTAs appear after a user answers the primary prompt: ‘Expert Does your Taxes’ or whether they want to ‘Do It Yourself’
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