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Information a Firm Receives From a Live Chat

One way law firms can provide incredible service and increase client satisfaction is the ability to live chat right from their website. Live chat software, which is installed right on your website, connects potential clients with a real person who can answer their questions and provide them with information, even when the office is closed for the day. 

Live chat operators engage with people right from their computer or smartphone, helping you to convert more leads into clients. During each chat, various pieces of information are collected, which are then sent directly to firms for intake. You can use that information to make informed decisions and provide optimal service to every potential client. 

 

The Benefits of Live Chat on Your Firm’s Website

There’s a reason why so many firms have opted to put a live chat option on their website. Having a live chat feature provides several significant benefits:

24/7 Intake

Consider this: nearly half of all phone calls to law firms go unanswered. If someone needs to speak to a lawyer outside of regular office hours and can’t get a hold of someone, that’s a potential case gone. Ngage’s legal live chat operators are available 24/7/365 to provide instant support to anyone who needs it.

Reduced Overhead

Relieve yourself and your staff from the burden of having to be available around the clock,  ensuring there’s always someone available to respond to a potential or existing client. Instead of paying by the hour, you pay based on volume, saving money and freeing up your valuable staff to take care of other, more complex tasks.

Increased Conversions

The ability to connect with someone in real-time directly from your website helps set you apart from the competition. Having a live chat option can help reduce bounce rates and increase conversions. Adding Ngage Live Chat to your website can increase your number of leads by 98 percent.

 

Information Law Firms Receive from Web Chat

During each Ngage Live chat, agents collect various pieces of information from prospective clients. When the chat is completed, the information is sent directly to your office (and anyone you put on your distribution list) via email. You can also elect to be notified by an SMS text message so you can review the information right away.

The information you receive includes:

  • A summary of the individual’s prospective case
  • A description of their legal needs
  • Full name and contact information (email and phone number)
  • Location of the individual and/or where the incident took place
  • A description of any injuries (if they were involved in an accident) 
  • Any additional information that may be helpful when you reach out to the potential client

Everything collected helps you get a better understanding of the prospective client before you reach out to them via phone or email. You can get right to the heart of a potential client’s needs quickly, providing them with high-quality, personalized service from the very start. 

If available, Ngage also collects and provides you with:

  • The page the individual was on when they began the live chat
  • The referring URL (the page they came from to get to your website)
  • IP address (upon request)
  • Additional phone numbers or email addresses

This additional information can help you understand how potential clients find your firm, which pages on your site are most effective, and whether your marketing efforts are having an impact.

 

Information Provided to Prospective Clients

Ngage’s live chat agents are trained not to provide any legal advice. They can, however, answer some basic questions and provide general information about your law firm. Information Ngage might provide to prospective clients includes:

  • Information about your firm’s practice areas
  • The physical location of your firm
  • Your firm’s contact information (phone number, email address, and hours of operation)
  • The practicing attorneys at your firm
  • Specific responses on pricing inquiries

Take a look at some actual conversations between site visitors and Ngage representatives to get a better idea of what potential clients can expect during a chat. Our operators are empathetic and asks relevant questions to help your firm determine if the lead is a good fit for your firm.

 

Legal Services Live Chat 

Live chat gives potential clients yet another avenue to contact your firm. Some leads prefer face-to-face interactions, others prefer to call, and yet others prefer less direct methods of contact, such as forms or chats. By making all methods of contact available, you make it as easy as possible for potential clients to reach out via the method they most prefer. 

The information collected in a live chat enables firms to make smart decisions about when and how to follow up. Ngage also works with firms to ensure the correct information is being gathered and sent to the right place so your firm can respond as quickly as possible. In the end, this means more satisfied visitors leads and hopefully, more cases.

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The information provided on this site is not legal advice, does not constitute a lawyer referral service, and no attorney-client or confidential relationship is or should be formed by the use of this site. The attorney listings on the site are paid attorney advertisements. Your access of/to and use of this site is subject to additional Supplemental Terms.