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Chat Operators – On the Frontlines of Live Chat

If you have been considering incorporating live chat on your site to help with lead-intake, client-conversion, and customer service, you are likely wondering about one of the essential elements of the service: the chat operators. How do they know what to say, especially given the various questions that visitors will ask?

In order for a chat to be successful, the operator must be highly-trained in client engagement and, perhaps most importantly, empathizing with the visitor on the other end. Operators know that people who are in trouble or anxious about a legal issue must be given time to open up and should not be pushed to reveal their contact information until they are comfortable. That’s why so many attorneys and other professionals find live chat so valuable: operators provide the immediate contact and response that visitors to your website are often looking for, but allow for anonymity until the person is ready to divulge their contact information.

That contact information is one of the most important elements of a successful chat session. Without knowing the person’s contact information, there is no way for you to reach out to them to schedule an appointment to discuss their case further. Chat operators are trained to focus on getting the information that you need to communicate with the potential client – name, email address, contact number, and essential details about their situation, and immediately share those details with you.

If you are an attorney, you are likely wary of any representative of your firm offering legal advice online. Chat operators never offer legal advice to visitors. Instead, their goal is to ask “open-ended” questions that encourage the visitor to open up about their particular situation. Once they understand what they are looking for, they position the attorney as the right person to speak with in order to get the help they are looking for. Many clients have found that live chat is an excellent conversion tool for capturing potential leads and driving more opportunities to their practices.

If you are considering adding live chat to your website, talk to the professionals at Ngage Live Chat. For nearly a decade, we have helped law firms both large and small convert millions of visitors to their websites to paying clients. Call us at (877) 912-8668 today.

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