How To Use Live Chat To Acquire Customers And Increase Productivity

Today I am going to talk about the benefits of live chat

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Have you ever visited a website and your question was not in their FAQs, and you wanted to talk to someone? Have you visited a website that was compelling and you wanted to talk to someone immediately? 44% of online consumers say this is the most important feature a web site can offer during an online purchase.

Just as the internet has changed how we look for products and services. It has changed how customer service can be delivered. I can recall calling several attorneys for some questions I had about filing routine immigration paper work for my wife. I called several but was unable to talk to anyone on the phone. The first one to return my call and answer a few basic questions is the one I hired. He may not have been the least expensive or the best, but he was the one that earned my business. Had anyone of those attorneys engaged me immediately he/she most likely would have earned my business.

According to Forrester Research just 7 years ago 30% of online buyers reported to have used live chat, by 2007 59% said they utilized live chat. There is an entire generation that uses chat and texting more than they use telephone.

Live chat can be a tremendous boost to the conversation rate of a law firm by increasing the number of appointments. This can be offered with the installation of piece of software. Or you can hire an online firm such as Legal Net Reps to manage your online chat. They also offer the software. The advantage of using a company like Legal Net Reps is that they are staff by operators trained in sales and customer service for attorneys. They know how to answer questions without appearing to offer legal advice. They also know how to covert the prospect to a lead. Legal Net Reps is the only live chat service that I know of at this time that specializes in service to attorneys.

With live chat you:

* Have the call center at a fraction of the cost with more effective.

* Decreases web site bounce and increases sales an average of 30%.

* By prompting potential to take action you will increase conversation rate.

* Customers that are acquired using live chat tend to send more.

* You increase productivity by answering far fewer FAQs

Live chat is will make a significant difference in productivity for the solo attorneys and the small law firm. As more and more consumers use their computers and Smartphones to shop for and purchase services, the attorney who is engages them first will be the most likely to acquire them as a client.

by: James McIntosh

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