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Consumer Assistance

We’re offering a new feature to reduce the time you spend responding to leads you. don’t. want.

Live chat is great at generating a lot of leads, but oftentimes a lot of leads also means a lot of work. Although you aren’t charged for leads like that, it can still be a lot of work for you. It can be easy to lose sight of the fact that these are still real people with real legal issues that found your firm.

Let Us Introduce: Consumer Assistance

  • We automatically "No Fee" these leads AND point them in the right direction.

    There’s no cost to participate, and it’s designed to not only take a lot of work off of your firm’s plate, but also to provide a better overall experience for all the visitors to your site.

    Our team will reach out on your behalf to these leads. We will explain to them that your firm cannot assist them directly with their legal matter and we will provide them with general legal resources or point them in a direction of an applicable law firm who may be able to assist them.
  • We’ll never offer legal advice, but rather we’ll provide them with various resources to try to address their issues.

    This gives you the peace of mind knowing that all visitors to your site are getting the highest level of care, but frees your firm up to focus on closing and assisting the types of clients that fall within your area of expertise.

Consumer Assistance allows for Selective Live Transfer

How does it work?

  1. Each live chat conversation is categorized by geographic location and area of practice by the chat analyst.
  2. With consumer assistance, you can work with your account manager or we can use the information directly from your website to select the areas of practice and geographic locations that apply specifically to your firm.
  3. You will still receive an emailed copy of every chat inquiry.
  4. Because Consumer Assistance preemptively identifies the leads that aren’t in your area, we now have the ability to only forward Live Transfer calls that are relevant to you. This means no more time spent on the phone with folks you cannot help from the get-go.
  5. If a chat conversation happens to be outside of your selected areas of practice and geographic area, Ngage will clearly notify this on the email and automatically no-fee the inquiry for your firm, saving the firm money.
  6. Ngage will politely let the visitor know that your firm cannot assist them, and provide simple, helpful resources relevant to their situation. This helps the firm save valuable time and intake resources.
  7. If appropriate, Ngage will also attempt to connect the visitor with a firm relevant to their situation. This helps the visitor potentially connect with an attorney appropriate to their situation, as opposed to starting over with their search. This helpful interaction can lead to 5 star reviews for your firm, like the ones below.

5-Star Google reviews visitors have left for law firms based on this interaction with Ngage and Consumer Assistance:

"The consultation process was easy and helpful to get me an answer. Even though they couldn’t take my case they still emailed me resources to get strong clarity in my situation. I appreciated the care for me even though I wasn’t an official client. Very satisfied!" - Karla (NY)

“Thank you, tremendously. I can't express how grateful I am, just to be heard, really it means the world to me.“ - Krissy (LA)

“Thank you for your response. I was aware that your office was out of my area but wasn't sure where to turn and was searching for any advice I could get as this has caused me great distress. I have located a firm to represent me in this matter. Thank you so much for your time and attention.” - Alexis (OH)

Get in touch with your Ngage account representative to find out more.

The Ngage consumer assistance program is added by default at no additional charge to your firm. Please contact your Ngage account representative with any questions.
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