A website without live chat is like a shop without an assistant

Claire Smith, head of business development at Moneypenny

Claire Smith, head of business development at Moneypenny

Claire Smith, head of business development at leading outsourced communications provider Moneypenny explains why.

Law firms up and down the country are benefiting from Moneypenny’s free webinar designed to promote the perks of live chat within the legal sector. The aim of the free session was to provide law firms of all sizes with the know-how to enhance the client journey, improve lead handling processes and boost their websites’ ROI. It provides invaluable advice around how firms can harness technology to build a healthy pipeline throughout 2020.

Live chat has been used on all major retail and service websites for several years and provides a simple way to contact a business or make an enquiry. As more and more law firms make use of the technology, Claire Smith took the opportunity to explore the specific benefits for the sector and how to implement the technology in Moneypenny’s webinar. She was joined for the discussion by Amanda Jones, head of marketing at full-service solicitors Lanyon Bowdler – a firm that is reaping the rewards of live chat, receiving 150 legitimate enquiries in the first two months of using the technology.

Offering valuable insight into the benefits of live chat and the ease of set-up, the webinar covered these key areas:

Capture and convert leads

In today’s 24/7/365 society, people expect to be able to communicate with businesses around the clock. Preventing clients and prospects from doing so is like throwing money down the drain.  A well-timed live chat pop-up can help to turn website visitors into potential new clients – at any hour of the day. 41% of the live chats we handle for law firms are new business enquiries and 38% of queries received through this channel are outside traditional 9-5 hours.

And that’s not all – it’s common for enquirers to offer more personal information on live chat, which perfectly suits the legal sector. It enables firms to improve customer understanding and nurture prospects through the sales cycle in a more sensitive way.

As well as delivering a seamless client experience and capturing leads, a key driver for law firms investing in live chat is to improve the ROI of their websites. After investing in the design and development of the site and creating online content, it is important to make sure it works as hard as it can. Live chat’s reporting metrics offers in-depth analysis of performance and integrates with Google Analytics. Areas monitored include chat volumes, agent response rates, chat durations and survey feedback, which arms firms with the information required to offer the best possible digital experience to prospects.

Seamless and stress-free set up

Moneypenny’s expert team handles the whole set up process, which is quick and simple. Firms are able to customise their website’s live chat widget (the button you click to start a chat) to suit the look of the website and are encouraged to trial different looks and messaging to determine which delivers the best response.

Moneypenny works closely with its legal clients to ensure that all live chat messages use the firm’s tone of voice, that relevant permissions are considered to ensure GDPR compliance and that brand colours are used where necessary. The ‘chat now’ button can be placed anywhere on the screen, on whichever pages a firm feels are most appropriate and a pre-chat survey box is available if required. Shortcuts can also be created, including pre-set responses to FAQs, so legal practices can invest in live chat services safe in the knowledge that enquirers are given the most relevant information in their responses.

Try it for free

Investing in a new communication channel and bringing new technology into a firm isn’t an easy decision to make. That’s why Moneypenny is offering a free two-week trial service to webinar listeners. This gives firms a taste of the set up process, allows them to fully understand how the technology works and gain a tangible idea of how it can benefit them.

Speaking of the growing demand for live chat within firms, Claire Smith said: “As competition within the legal sector continues to grow, lawyers are becoming increasingly aware of the requirement to offer a more digitally-savvy and round-the-clock response to clients and prospects.

“Live chat not only helps to capture leads and nurture prospects through the sales cycle, it turns a faceless website into a more tailored and personal customer experience. Consumers value this more than ever, which is why live chat is proven to have the highest satisfaction of any customer service channel at 75% compared to 61% for email and 44% for phone.”

For those that missed it the first time, the webinar is available here: https://www.moneypenny.com/uk/resources/blog/listen-again-dont-let-your-law-firm-get-left-behind-live-chat/

Moneypenny established its dedicated legal telephone answering team in 2008 and now handles over 2 million calls and chats annually for more than 950 legal practices across the UK, including 65 of the Top 200.

For more information about Moneypenny, visit https://www.moneypenny.com/uk/legal-answering-services/


Image thanks to Ginger Pixie Photography

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