Law firms alerted to Live Chat spike following Christmas

Moneypenny is alerting law firms to a spike in activity in the week following Christmas. 

We found live chat messages, handled on behalf of our legal clients, increased by 1,124%  in the week following Christmas, compared with the preceding week.

Our statistics suggest that consumers won't wait until solicitors return to work in January to discuss legal matters, which demonstrates the need for firms to act quickly to avoid a potential loss of business over the festive period.

Moneypenny's business development manager, Ella Nelson, said: “Traditionally, we see a spike in calls in the first week of January, particularly the first working day back. Nowadays though, more and more people are contacting law firms using live chat – including many messages on Christmas Day.

We've seen a 115% increase in the number of firms investing in live chat.

Spending time in close quarters with family over the festive break can put life into perspective for people and in today’s 24/7/365 society, many can’t wait until the new year to call a solicitor and instead opt for an immediate way to discuss proceedings. I’d urge any firm that doesn’t currently have a live chat service to consider the possible loss of revenue and frustration it could cause among potential clients.”

Here at Moneypenny, we recently created a dedicated legal live chat team to handle the growing demand within the sector. Over the last 12 months, we can report we have experienced a 115% increase in the number of UK law firms investing in live chat – an increase that comes as firms recognise the benefits of handling customer enquiries in real-time and using their websites to generate and convert leads.

Client demands are changing.

Ella continues: “The festive period is a time to be enjoyed, both in and out of work, but it’s vital that law firms don’t let this cost them. Client demands are changing and firms must be available outside of office hours and every day of the week – including over Christmas.

By investing in technology such as call answering and live chat, firms can rest assured that every lead will be captured while they’re getting into the Christmas spirit. What’s more, they’re protecting brand reputation and getting a headstart on building a healthy pipeline for 2020.”

For more information about our dedicated legal team and how we can help you, just click here or call us today on 0333 202 1005.