Consumers today choose brands that offer them a great client experience during every step of their buying journey—and there’s no exception for law firms. One aspect of a great user experience is finding answers to their questions quickly. If a client has a question, they don’t want to spend a lot of time digging around for information, which is why live chat and text messaging options are becoming so popular.
In fact, 73 percent of consumers reported they prefer a live chat experience, compared to email (at 51 percent) and phone conversations (at 44 percent).
There are two types of services available. Some businesses choose to use an AI-powered live chat service, also known as a chatbot, while others opt for live, human-powered chat. But which makes the most sense for your law firm?
You can use live chat and text to communicate with website visitors in real-time, almost like a digital client service desk. People will get answers to their questions quickly and easily, and unlike with a chatbot, they talk to a real person.
Read on to learn more about the differences between human-powered website chat services and AI chatbots, so you can decide which option is the best one for your practice.
Why Clients Choose Live Chat & Text Messaging
Calling a business just to be put on hold is frustrating, and this is especially true with law firms. People trying to contact an attorney may have a time-sensitive matter on their hands, so it’s important they’re put in touch with someone right away.
This is why clients and potential clients prefer having an additional means of reaching out to your firm with live chat and text options. It allows them to speak with someone immediately, no matter what time of day, so they can quickly get the information they need without having to wait—and get one step closer to having their legal issue resolved. Plus, they can communicate with your law firm on their own time and while they’re multitasking throughout their day.
People who are looking for legal representation will likely bypass law firms they can’t get in touch with quickly and easily.
The Benefits Of Human-Powered Live Chat & Text for Law Firms
Live chat offers countless advantages. Not only does it reduce client frustration, but it can also improve processes and workflow within your firm. Clients get to speak with someone within minutes or sometimes seconds. From there, they are pointed in the right direction quickly. Or they receive thorough answers to their questions while they chat.
Chatbots, on the other hand, can only be programmed with basic answers, and may not be able to answer some of the more difficult questions that clients have. In many cases, clients will have to be routed to a live human anyway, which can be a waste of time and resources.
Human-powered live chat and text is also much more conversational than talking to a chatbot, which helps potential clients feel more comfortable during their conversation. This is particularly an advantage for attorneys and law firms, who often deal with very sensitive client matters where trust is paramount.
In addition, humans can think outside the box and come up with unique solutions to difficult problems. AI-powered chatbots are always getting smarter, but they just can’t perform in the way that humans do. Empathy is essential, especially in the legal industry. Talking with an understanding person is going to enhance client experience, every time.
The Benefits Of An AI-Powered Live Chat Service
AI-powered chat does offer a few benefits, one of the biggest draws being automation, which can help businesses save time and money. A well-programmed AI-powered chatbot can help clients without you or your team having to lift a finger. It can answer questions, collect client data and point clients in the right direction so they can get further help.
Chatbots can work 24 hours a day, seven days a week and they can handle a huge influx of inquiries right away. But you can get all of this plus the added benefit of a human touch with human-powered live chat and text.
Do Clients Prefer Human-Powered Live Chat & Text?
When given a choice between AI-powered chat and human-powered chat, people will almost always choose the human option. According to Zendesk, about 85 percent of clients prefer live chat powered by real people over email support, help center articles and social media support. But what makes it more preferable?
Here are a few reasons why people prefer human-powered live chat:
- They get immediate answers to pressing questions
- They can communicate their needs efficiently to someone who understands exactly what they’re trying to say
- They don’t want to talk on the phone
- It’s faster and more informative than email
- They can chat while doing other things
- It offers better information than chatbots
- They receive an empathetic response
People appreciate the more natural feeling of chatting with a real person online or via text, and it makes them feel like someone is listening to their needs and is prepared to help them solve their legal problems.
How To Implement People-Powered Live Chat & Text At Your Law Firm
If you think that human-powered live chat and text is better for your law firm than an AI chatbot, you may be wondering where to start. The first step is to find the right service provider. They should help you capture potential clients and keep your client roster full while answering incoming questions quickly and efficiently with empathy and professionalism.
Alert Communications understands your needs as a law firm because we work solely with the legal industry—meaning we can efficiently answer client questions and help prospective clients take the next steps with your firm. With our help, you’ll never miss communications from a client, or leave them feeling frustrated or unheard.
We make sure all incoming inquiries are answered no matter the time of day, improving your workflow and increasing your firm’s revenue.