Ngage Live Chat is a staffed live chat service for law firm websites, using human operators rather than automated chatbots to engage visitors and convert them into client leads.
Key features and functions include:
Live Transfer
Chats can be transferred in real time to a firm's phone line, with support for multiple numbers and a call queue to help ensure calls are answered.
Instant Callback
The service can automatically call a firm's phone line once a chat is completed, with an option to limit callbacks to chats containing selected keywords.
Text-to-Chat
Website visitors can initiate a chat conversation from a mobile device by texting the firm directly.
CRM Integration
Visitor contact details captured during a chat are imported automatically into a firm's existing database or CRM system.
Bilingual Support
Operators are described as fluent in Spanish, in addition to English, for chat conversations.
Calendar Integration
Website visitors can book appointments directly based on a firm's available calendar slots.
Avvo and Lawyers.com Integration
The service can be added to a firm's profile on the Avvo.com and Lawyers.com consumer legal directories to generate additional lead opportunities.
Facebook and Instagram Messenger Integration
Chat operators can respond to messages sent through a firm's Facebook or Instagram business pages, including messages generated from Facebook ad campaigns.
Client Performance Reporting
A monthly dashboard report provides visibility into chat volume, lead conversion, and website visitor traffic trends.
Chat Summaries and Categorization
Each chat conversation is summarized and categorized so firm staff can assess the urgency of an inquiry.
Analytics Integration
The service is integrated with Google Analytics 4 (GA4) for conversion tracking.
Pay-for-Performance Pricing
Firms are billed based on qualified leads received rather than a flat subscription fee.
Ngage Live Chat was founded in 2008 and was acquired by Internet Brands in 2015. It now operates as part of Internet Brands' Martindale-Avvo network of legal marketing brands, which also includes Martindale-Hubbell, Avvo, Nolo, Lawyers.com, and Captorra.
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