Live support software is a common fixture on business websites. It allows visitors to speak directly with a representative while they are shopping and exploring online.
The allure of this software is obvious. It’s a low-stakes way for businesses to communicate with their customers during a visit or even during a buying decision. And customers love it: 79% of customers prefer live chat over other forms of communication because of the immediacy it offers. It shouldn’t be surprising then that lawyer live chat is also becoming popular.
You should consider implementing live chat on your own attorney website. It’s a powerful tool for generating leads. You can use it to connect with potential clients without waiting for them to contact you by phone or email.
But first, let’s explore how and why live chat works.
The software is relatively simple. You install a plug-in or place some lines of code into your law firm's website. This creates a messaging tool, or chat window, that your visitors can type into. It’s like Skype or any other instant messaging program, but it lives on your website. The visitor doesn’t need any additional software to use the chat window.
In most cases, the message field will stay fixed at the corner of the screen and open when the visitor clicks on it. It may greet the visitor with a friendly message and an invitation to chat. The visitor can type into the chat window whenever they want, or they can ignore it completely.
The important question to answer is this: who is on the other end of the chat window?
You can answer messages by relying on the agents employed by your live chat service or by relying on your own staff. You can even answer messages yourself by routing them to your office computer or a mobile device. We usually recommend that lawyers rely on themselves or their staff to engage in lawyer live chat.