How live chat can solve your legal website challenges
Live chat is an effective way to give customers the human touch and deliver the answers they need in real time.
For any legal business that wants to ensure a positive experience online, live chat is an effective way to give customers the human touch and deliver the answers they need in real-time.
It’s also a clever way to make even the least dynamic websites up to the job, without a costly overhaul.
Here are therefore six legal website challenges live chat can address:
Poor navigation
If your website’s bounce rate suggests it’s difficult to navigate, live chat can help your visitors find the information they need. Proactive live chat pop-ups on key product or service pages can be used to signpost visitors to further relevant information – perhaps the frequently asked questions page or a useful blog. It can also help to answer questions they may have in real time (and before they get frustrated because they can’t find what they’re looking for) and capture their details to book a call, appointment, or quote.
Customer friendliness
A lack of customer friendliness on a legal website can alienate potential clients and make it even less likely they’ll turn into business. The ability to talk to a law firm via live chat can tackle this head on – meaning that even the least customer-friendly website starts to have a more accessible touch.
Having a real person on the other side of the chat sees better performance than bots or automated conversation systems. Empathy is crucial in all aspects of customer care and especially for legal firms who are often helping clients during stressful and emotional times.
Brand image
Legal firms increasingly understand the need to bring their brands to life as it’s a way to stand out from the competition. Live chat can help to give a legal website a brand voice and a means of engagement – proactively showing visitors that their business matters, starting conversations, adding value and answering questions.
Adding extra information
If updating a website is too costly or time consuming, live chat can help to add additional information. A well-timed pop-up on a key page can be used to convey special prices, additional key service information and even limited time deals. It can also steer web visitors to frequently asked questions – another great lead-helping resource to add to a website.
Understanding
Legal products and services can sometimes be difficult to understand for the layperson. Having the live chat function available on key service pages can help to stimulate questions. When people know it’s possible to have their questions answered in real time, there and then, it improves the customer experience and can expedite the move from visitor to enquirer.
Lead capture
Instead of leaving visitor’s online first impressions to chance, live chat can help you to stimulate conversation and capture leads more quickly. In fact, live chat can aid website conversion by 40%.
