Legal consumers are becoming more accustomed to obtaining information through websites from both online content and interactive features. Instead of picking up the phone to have questions answered, they often prefer to find answers or make their initial contact online. To many adults, contact forms seem slow and dated.
Privacy is also a factor. A potential client may want to reach out and seek information but may be in a setting (office, coffee shop, home) where they don’t feel comfortable having a conversation, but they do want legal help.
Firms need to be able to provide the answers potential clients are seeking when they are looking for help or they risk losing business to more responsive competitors. Statistics consistently support the need for prompt communication:
- Responsiveness is key: 76% of legal clients cite responsiveness as a top factor in their satisfaction. Clients link quick, clear communication to competence and value – significantly impacting their decision to hire or recommend a firm.
- Chat is a preferred method: 41% of consumers prefer using chat for customer service matters, compared to 32% who prefer using the phone and 23% who prefer email. Let that sink in and ask yourself why you are not offering a preferred option for communication.
- Higher conversion rates: Law firms using live chat can see up to a 35% increase in conversions compared to those relying solely on phone or email. Some law firms using AI chatbots have seen up to a 30% increase in conversions.
- Source: These statistics are readily available through multiple studies. Here is one source that compiles the research into a list of legal marketing stats. https://zipdo.co/customer-experience-in-the-legal-industry-statistics/
I have done the research and vetting for you and have identified two vendors that cater to law firms and do a great job.
While law firm adoption of client-facing chat has been slow, law firms using chat services have seen up to a 30% increase in conversions. If your firm wants to gain more valuable leads chat is a great option for you and very affordable. I have researched and there are 2 clear winners in this industry. I can help you choose the best service for your firm based on your needs, clientele, and number of leads or visits to your website.
I do not charge my clients anything. You are billed directly from the chat service. Costs differ based on which service you choose and the volume of traffic to your website. This is a no-brainer. If you want to maximize leads you need a chat service. If you are interested, let’s talk about which makes the most sense for your firm. Contact me today at ddodson@strategicalliancemarketing.com or call (346)267-7619.