How Live Chat can capture more leads

Wouldn’t it be great if you could quickly generate more leads and cases from your website on a regular basis? It’s easier than you might think; by adding a live chat platform manned by real and experienced people, and making sure you have the basics of legal website design nailed, you could see your client numbers from your site increase.

Your website is the key to obtaining new clients – a huge 70% of law firms generate new cases online, according to digital marketing agency, imarc.

So, to ensure you’re picking up as many new clients as possible, we’re breaking down some live chat basics to increase live chat conversations, and ensure your website is fully optimized.

How does live chat increase conversions

If you’ve never heard of live chat, or are unsure how to use it, you might be curious whether live chat does actually increase conversions: yes, absolutely.

Live chat has the capacity to provide a 24/7, rapid response chat system that enables you to reply to customer enquiries instantaneously. Considering that long wait times and difficult to reach businesses are a key reason customers turn to competitors, live chat offers an easy-to-implement system to avoid this.

Without further ado, here are three ways in which you can use live chat for leads to increase your conversion rate.

It’s a surprising fact but 79% of people don’t actually read online content in its entirety. Instead, according to The Nielsen Norman Group, they scan and pick up words and phrases as they go.So, if you want to make sure you continually attract new clients, you have to make your website really easy to read, allowing visitors to absorb your site content. Here’s a few ways you can do this:

• Using punchy headlines on pages
• Adding bulleted lists
• Highlighting key sentences with different fonts/colors
• Breaking up pages with imagery and video
• Keeping sentences short and to-the-point

And when it comes to live chat, make sure your answers are prompt and understandable to increase live chat conversions. Legal jargon can often be difficult for the average person to wrap their head around, so keeping things in laymen’s terms makes it much easier to understand.When it comes to legal sites, most of your visitors aren’t just window-shopping; 74% of all legal consumers visit law firm websites to take action, so it’s important to be clearon the services you offer and display your contact information throughout your website.Not every client is comfortable speaking over the phone, especially if the matter is of a sensitive nature. This is what makes using live chat for leads so important. Adding live chat to your website gives visitors an informal way of getting in touch, right at the height of their interest.Live chat gives every visitor the reassurance they’re talking to a real person, whether they’re requesting a callback, booking an appointment or simply having a question about your firm they need to be answered.Perhaps most importantly of all, visitors want to know what kind of law firm you are, and what others think of you. This is why your attorney biography and client testimonial pages can be some of the most visited on your website.Third-party validation is a powerful thing, and it’s why so many attorneys generate business from client recommendations. A happy client sharing their positive experience with your law firm speaks volumes and is a trusted opinion to potential leads.And website visitors can be compelled to read them. Just think of the ‘Reviews’ button on Amazon. You want to know what other people think of a product before you spend your money on it - the same goes for an attorney.A biography page allows you to really sell yourself, communicates your character to website visitors, and offers some insight into what you’re like to work with - after all, people buy into other people.But credentials don’t just extend to your client testimonials and awards. Using live chat for leads gives you the perfect opportunity to deliver excellent customer service whenever a customer needs it.Live chat is available 24/7, meaning customers can get in contact with you at a time that suits them best and get an instant response to their queries. With a reputation for good customer service, live chat conversions will only increase.Here at Moneypenny, we’ve helped lots of attorneys get more clients from their websites by handling live chat on their behalf, similarly to our virtual receptionist service and phone answering service.We manage chats for law firms across the US, either all the time or when their in-house team is busy. It’s certainly becoming more popular with firms taking action to increase their caseload, but don’t have the time to manage chats themselves.At the start of 2020 when the pandemic prompted the first lockdown, chats to our law firm clients increased by 500%, and chats resulting in a new case lead increased by 325%. Coupled with 97% of firms saying they would try new tech to drive more inquiries, it’s little surprise there has been a huge uptake of live chat by attorneys.So get in touch with the Moneypenny team today to see how you could use live chat to enhance your website. We offer a, 7-day free trial with no expectation to sign up when the trial ends. For more detailed blogs like this one, head over to the Moneypenny blog.