Best Practices for Inbound Phone Calls

Why You’re Missing Out On 46% Of Your Leads

One of the biggest drains on your business as a law firm is your intake process. Chances are, you or someone at your firm knows exactly where every marketing dollar is being spent and what channels are generating the most leads. And chances are, you’re a rock star once you bring in a potential client. But the actual intake process for many law firms is sorely lacking.

At Ngage, we keep a close eye on conversion numbers of all kinds. After all, our #1 concern is getting you as many qualified leads as possible. The more leads you are able to get, the better for us. But there’s one particular fact that is pretty eye-opening. According to our data:

46% of phone calls to law firms go unanswered. 

You read that right. Almost one out of every two phone calls either reach a voicemail, a busy signal, or in many cases are immediately put on hold. These are hot leads, live clients who are ready to talk to you on the phone, and they can’t.

There are several studies (including the one in the section below) that discuss the importance of answering that initial phone call and how much more difficult it becomes to reach someone the longer it takes to follow up.

Over the next few months, we’ll be sharing best practices on how to follow up with and convert inbound leads. Today, the focus is on the importance of phone coverage.

You need some method of having a meaningful interaction with every person who contacts your firm as immediately as the situation permits.

  • Meaningful Interaction:  This is the foundation. The person who contacted you needs to consider their discussion with you meaningful enough that they stop shopping around and hire you. The passing of time and low quality interactions both erode this foundation.Responding to a high quality live chat like Ngage is only the first step, and it doesn’t cover interactions with people who call your firm on the phone or contact you via email.
  • Every Person Who Contacts Your Firm: This means regardless of what time they call you. You absolutely cannot be understaffed during peak hours. And almost 40% of people who contact your firm do so after-hours, so you’re missing opportunities if you have no coverage during those times. If you don’t have the internal resources to staff for after-hours, there are companies who can help take calls for you. Talk to us and we can point you in the right direction.
  • As Soon as the Situation Permits: If a person fills out your contact form, chats, or emails you, they need to be followed up within less than five minutes. Multiple studies have confirmed that the longer you take to follow up with someone, the less likely it is you will turn them into a client.

All this may be easier said than done. If you need some help getting pointed in the right direction, contact us and we’ll do all we can to help.

– Alex Hambrick, VP Ngage Live Chat


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