The Millar Law Firm is based in Atlanta, Georgia USA. We operate from 3am to 5pm Eastern Time. Where possible, use US-English, for example, ‘Can I take the name of your organization?’ (note the ‘z’ instead of an ‘s’).
Notes for live chat flow:
1 – MOST IMPORTANT - Get the person's phone number. We have a much higher chance of converting them to a case if we just have the phone number. Emails have a very low conversion rate for us. The intro line of “In case we get disconnected, may I please have your name and phone number?” will work miracles here. A phone number is a win. If they don’t give the phone number, talk with them, learn about the accident, then try again with a free consultation line. Don’t overkill the phone number request or they will just leave.
2 – Learn and understand the Accident, and the injuries. Having a conversation with them to learn about their accident will be very beneficial to our attorneys and intake staff because it will give us an idea of the value of the lead. The user wants to talk about their accident, let them talk. All leads are valuable, don’t get me wrong, but during off hours we aren’t going to sweat the ones who scraped a finger (and we get a lot of those). Whereas if a person lost a limb, we will be working diligently during off hours to get them the help they need.
3 – Make it a positive experience for the user. No one wants to talk to bots. They want to talk to real people who speak their language, and who accurately represent the law firm. They want to have a real conversation that’s specifically custom to their needs. This is why we want English speaking natives, like your staff, to manage our chat. If they were bit by a dog, ask questions using the dog bite term. “Did you receive any medical treatment for your dog bite?”. This is one thing we hated with scripts and the phillipino teams, they could never customize a conversation on the go. If it was their mom that got hit by a car maybe as “Did your mom receive any medical treatment? Is she doing better?” “Does your mom currently have an attorney?” “Our attorneys can offer free legal advice to you or your mom, or yourself, would you like to have a free consultation?”
Our role is to:
- Identify what the visitor is looking for
- Have real conversations and gather details to raise a lead, taking the time to let the visitor talk about their accident/injury
[NOTE: Raise all chats where possible, even if it's not for personal injury or seems un-related. Their internal team will decide whether they can help or pass them onto another law firm. We must never say we cannot help!]