Frequently Asked Questions
- 1. What qualifies as a “legitimate” lead?
- 2. How do I request credit for a non relevant/ not legitimate lead?
- 3. Why am I getting leads that aren’t relevant to my practice areas?
- 4. Why do some leads 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 long delays before the operator responds to the visitor and vice versa, why?
- 8. Why are there so many spelling / grammatical errors?
- 9. When do these chats take place and when will I receive them?
- 10. When should I follow up with these leads?
1. What qualifies as a “legitimate” lead?
- 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
Definition: A sales lead is the identity of a human or entity potentially interested in purchasing a product or service, and represents the first stage of a sales process.
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2. How do I request credit for a non relevant/ not legitimate lead?
If you receive a lead that does not meet the criteria in FAQ #1, you can simply “reply” to the lead email with a short, one line reason why the lead is not legitimate or login to the Lead Management website and click the “Request Credit” tab. In either case we will be sure to review it and credit the lead when reasonable.
*Lead credit requests must be submitted within 7 days of receiving the lead.
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3. Why am I getting leads that aren’t relevant to my practice areas?
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 leads will not be billed to your account.
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4. Why do some leads say “NO FEE” or “NO CHARGE” in the summary?
These are chats that without a doubt do not qualify as a legitimate chat. Often times, these will be chats in which the person has previously contacted your business.
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5. Can I customize my script or request that the operators ask certain questions?
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.
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6. How will I get billed?
You will receive an invoice at the beginning of each month detailing all of the previous month’s leads.
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7. On the transcript it appears that there are long delays before the operator responds to the visitor and vice versa, why?
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.
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8. Why are there so many spelling / grammatical errors?
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.
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9. When do these chats take place and when will I receive them?
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 10-15 minutes or less (From 5am – 11pm. Chats after 11pm will be forwarded between 5am and 5:45am).
You’re question then might be why can’t the operator just send them as soon as they are done with the chat. There are a couple of reasons why this doesn’t work. One, the software doesn’t have that feature and Secondly, you would be surprised (or maybe not) how much garbage we weed out. It’s amazing how many people find great humor in chatting about their genitals and other inappropriate topics. We don’t think our clients, especially the ones getting a lot of chats each day, want to be exposed to those. So, our QA team scrubs those out as quickly as they can and sends all the rest.
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10. When should I follow up with these leads?
We recommend you contact the lead as soon as possible. Research has shown that when there is a delayed response to a lead the close ratio dramatically goes down. Also, we recommend adding each lead into a database. Even if the lead 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.