As our society becomes more comfortable with technology, we expect answers to be at our fingertips, and consumers, as a whole, are becoming more impatient. It is also a fact that the faster you respond to a lead the more likely that lead is to convert to a client (seven times more likely according to the Harvard Business Review article, “The Short Life of Online Sales Leads”).
Even if your phone number is easily viewed, many prospects may not be able to call you immediately; they may prefer to contact you in a more private manner, via a web form or easily accessible email address. However, keeping in mind your prospect’s expectations, an email or web form may not provide the quick response that he or she expects. This is why we started recommending Live Chat features for some clients: it combines the instantaneous response of a phone call with the privacy of written communication. Live Chat has been around for a bit, but we hadn’t done a proper study across multiple clients to say if it should be a requirement or not for a law firm website. [Read more…]