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A Visitor’s Experience When They Visit a Site With (and Without) Live Chat

Savvy marketers understand that user behavior on websites often dictates the number and quality of leads they receive. They also understand that it is essential that they present the most welcoming and easy-to-use experience for every person who visits their website.

If conversions are important to you, incorporating live chat can significantly enhance your visitor’s experience, and hopefully increase the number of leads you receive.

When a visitor lands on a website without live chat, they are left with a few interaction options. They can read content on the pages, examine practice areas, and may be offered a phone number to call and likely a contact form to fill out. While these options are helpful, they may not be ideal for clients who want to remain anonymous until they are comfortable with disclosing details about themselves. These options also may not be feasible for people who are at work and are not able to make a phone call or people who need immediate assistance. In these cases, the visitor to your site may land on a page and may choose to leave without contacting your firm because they couldn’t get the assistance or answers they were looking for.

However, when a visitor lands on a site with live chat the experience differs significantly. If they are merely there to review the site and learn more about the firm and its practice areas, they can ignore the chat feature. If they are looking for real-time interaction and an option to discuss the specifics of their case without divulging information about themselves, they can utilize the live-chat feature to explain their situation and only give personal information when they are comfortable doing so. It allows the visitor to interact in real-time, ask questions, and tell the chat operator about their issue, building trust and letting them connect with your firm before ever speaking with an attorney.

Ultimately the goal of your site should be to establish your firm’s brand on the web, provide helpful information to visitors, and most importantly convert visitors with valid claims into viable leads that ultimately turn into paying clients. By incorporating live chat on your site, you are able to connect with your visitors in a way that a phone call and contact form cannot.

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