Client Frequently Asked Questions
- 1. What qualifies as a “legitimate” chat?
- 2. How do I request credit for a non relevant/ not legitimate chat?
- 3. Why am I getting chats that aren’t relevant to my practice areas?
- 4. Why do some chats say “NO FEE” or “NO CHARGE” in the summary?
- 5. Can I customize my script or request that the operators ask certain questions?
- 6. How will I get billed?
- 7. On the transcript it appears that there are delays before the operator responds to the visitor and vice versa, why?
- 8. Why are there spelling / grammatical errors?
- 9. When do these chats take place and when will I receive them?
- 10. When should I follow up with these chats?
1. What qualifies as a “legitimate” chat?
- It must include contact information. Name, phone/email
- It must fall within the practice areas listed on your site
- It must include a short summary of their situation
- It must be within your geographic area
If you receive a chat that does not meet the criteria in FAQ #1, there are 2 ways to request credit:
- Click the “Request No Fee” button at the bottom of the chat email.
- Login to the Ngage Leads Portal and click the “Request Credit” tab.
Upon receiving the request we will review it and credit the chat when reasonable.
*chat credit requests must be submitted within 7 days of receiving the chat.
Our policy is to forward all chats in which the person is seeking help. This way you will know the chat took place should the person attempt to contact you later. Also, we do not want a judgment call on our end to result in a missed opportunity for your practice. Finally, many of our clients like the opportunity to refer non relevant cases to other colleagues. Non relevant chats will not be billed to your account.
These are chats that without a doubt do not qualify as a legitimate chat that our operations team has preemptively no-fee’d. Often times, these will be chats in which the person has previously contacted your business.
Please keep in mind that the number one objective in each chat is to create an opportunity for your practice. Our operators are trained to gather information about the person’s situation and how they would like to be contacted.
You will receive an invoice at the beginning of each month detailing all of the previous month’s chats.
There is always going to be a certain amount of delay and we believe most visitors understand this. Also, the time stamps are deceptive and not a true indication of the flow of the chat because it is not uncommon for a visitor or operator to type, erase and retype prior to sending the message to the recipient, causing it to appear as if there was a long delay. Each side is given a “typing indicator” allowing the other side to know that the other party is typing a reply.
Each chat takes place in real time. A chat is much more like a phone conversation than an email exchange and is therefore susceptible to spelling errors and typos. Most visitors who are familiar with live chat understand this.
The time stamps on the chat transcripts are Pacific Daylight Time (PDT). Once a chat is completed it is reviewed for quality and completeness, then the actual transcript is forwarded to the appropriate recipients within your firm, usually within 5 minutes or less.
We also provide a short summary at the top of the chat transcript that can help the firm quickly determine if the chat is urgent and needs an immediate response.
We recommend you contact the chat as soon as possible. Research has shown that when there is a delayed response to a chat the close ratio dramatically goes down. Also, we recommend adding each chat into a database. Even if the chat doesn’t become a client the first time around you never know who they know who might need your services. Our more successful clients make a habit of “reaching out” to all their prospects at least once a quarter. Whether it’s a newsletter, notifying them of a blog posting, or just to say hi. You may be shocked at how many new cases you get simply by reminding people of your services.