Turning Web Visitors into Clients with Chat Technology

callnowfree_new1Competing for clients is part and parcel of any law practice’s modus operandi. And, because the majority of potential clients now spend time seeking legal services online, firms are strategically allocating budgets building dynamic websites, creating SEO that targets keyword searches and carrying out pay per click campaigns all designed to do one thing – drive traffic to their websites. Sound familiar?

However, once a visitor lands on your website, the challenge then becomes how to convert these prospects into actual clients. If a web visitor doesn’t immediately call the number posted on your site (and you pray they do just that, but most don’t), you passively hope they fill out a contact/submission form so you can follow up when you get around to it. The reality is that’s no longer enough.

People resort to the internet because they want instant gratification and interest can diminish quickly. All too often, potential clients are quick to surf to another attorney’s website before you even have a chance to “WOW” them with all the money and time you’ve invested just getting them to your brilliant online masterpiece. You can’t just sit on your latches, as clients will pass you by! You need to interact with potential clients in real time while they are actually on your website. Fortunately, there is Interactive chat technology that exists for client intake and it’s amazingly effective at driving potential client business.

Here’s how it works in basic principle. Soon after someone lands on your website, a proactive chat box pops up on the computer screen with an operator (web attendant) asking the visitor if they’d like assistance. Upon accepting the invitation to chat, the operator’s main goal is to obtain the visitor’s name and contact information, and perhaps some info on the type of case they have so the firm can follow up immediately. With potential for validated visitor engagement increasing by as much as 40% or more, it makes perfect sense (and dollars) as an addition to your website.

There are a few key advantages to this type of approach. First, your firm now has the opportunity to interact with clients shortly after they arrive at the website. Second, you capture critical lead information that allows you to follow up before the individual has an opportunity to speak with another firm or attorney, keeping in mind that response time can be a determinative factor in winning the client’s business. And, lastly, you maximize the potential for return on your investment in everything that funneled them to your website in the first place – website development cost, marketing, advertising, SEO, PPC and whatever else you may have implemented in getting them there.

As for chat software, there are self-managed programs and full service options. Here is a quick rundown on the pros/cons of both implementations.

Self-Managed Chat – You can typically license self-managed software for a structured monthly fee and the law firm itself operates the chat program. The advantage of this implementation is that your office interacts directly with the web visitor. The disadvantage is that someone in your office needs to actively be online to manage chats, as well as the fact that after hours no one is around to respond to a live inquiry. Undoubtedly, your firm can miss a number of opportunities. Keep in mind that many potential clients hunt for legal services after typical business hours.

Full Service Chat – There are a handful of companies that offer full service, interactive web-attendant chat platforms. The prime advantage to full service implementation is someone is ready to chat with your web visitors 24/7/365, with response times usually much quicker. Additionally, professional web attendants are trained to get the prospect’s contact information. Some companies customize chat modules to your website branding and can utilize customized scripts that are specific to your practice. Another advantage is that once the real time chat is complete, the information is typically sent to you via email for immediate action and follow-up, which is sometimes the key to earning client business. Some also offer SMS text push notifications. Fortunately, there is only one possible disadvantage to the full service option – it costs more than a self-managed program, but it’s well worth it to have a professional service always ready to take care of this task on your behalf.

Once you’ve invested money getting potential clients to your website, you can then be in a position to maximize return through implementation of chat technology. The bottom line is that chat solutions are incredibly effective and can substantially increase the number of client engagements you get from your website.


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Oliver Byington

About Oliver Byington

Oliver Byington serves as business development director for Client Chat Live, an Austin, TX based company that specializes in providing professional interactive web attendant services to the legal industry. Oliver has been in the technology sector since 2008, and has extensive experience with customer relations management, lead generation platforms and, of course, interactive chat technology. He is passionate about helping firms maximize their potential through technological efficiencies and the resultant benefits derived from successful implementations.

Website: http://www.clientchatlive.com
Email: oliver@clientchatlive.com
More posts:View all posts by Oliver Byington


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