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Not All Live Chat Operators are Created Equal - bhargamx

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Not All Live Chat Operators are Created Equal

Apr 23, 2013 10:56 AM by
Manish Bhargava
Manish Bhargava
Director, Product Management Ask a question
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Law firm websites that feature live chat functionality engage more visitors and benefit from increased lead generation. But what, exactly, makes live chat effective?

Live Chat OperatorThe key ingredient for the success of any live chat solution is having specially trained operators (available 24 hours a day/seven days a week) who know precisely what to ask your prospective clients. For instance, if you are a personal injury lawyer, the questions on an operator's script might read:

  1. "Are you looking to make a claim or defend against a claim for injury made by someone else?"
  2. "When and where did the claimed injury occur?"
  3. "Can you describe the nature of the injury?"
  4. "Were there any witnesses?"

The answers to these specific questions can enable you to make a decision on whether or not to pursue the lead.

When working with a live chat solution provider, you should be able to create a customized list of questions, specific to your law firm's area of practice. A customized script can serve as a kind of filtration system, weeding out the potential good leads from the bad ones.

If a personal injury law firm, for example, is exclusively targeting larger cases (e.g., a client with a broken neck), it could create a customized script that requires operators to ask the following supplementary questions:

  1. "Have you been hospitalized?"
  2. "What did the doctor recommend?"

In addition to asking the right questions, it is also imperative for operators to refrain from imparting any legal advice and to deflect all legal questions. Inevitably, these types of questions arise, and the live chat operator should be trained on how to respond, such as: "I am unable to provide any legal advice, but I will send this information to one of our lawyers right away."

Interested in live chat? To learn more about Martindale-Hubbell® Live Chat and what it can do for your firm, contact a LexisNexis Law Firm Marketing Specialist.

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