JDB 109: Tools of the Trade | Incorporating Live Chat into your Law Firm Website

Tools of the Trade JDBlogger

 A big part of what I really enjoy about running a law firm is all of the new technology that is designed to help law firm owners run and market their law practices more effectively.  For those of you have have been with the JDBlogger Podcast from the beginning you will likely recall that I used to include in each new episode a segment called “Tools of the Trade”.  That segment was dedicated to providing information and tips on technology, apps, software, etc. that I had come across or that I had implemented into my law practice that I thought would be helpful to share.

I really enjoy talking about all of the new gadgets and have decided to release a “mini” episode each Thursday that will discuss a new Tool of the Trade that you can use to make running your law firm more efficient and hopefully more enjoyable.

These episodes will be shorter – usually running about 5- 10 minutes.  Leave me some feedback and let me know what you think of these shorter episodes and please, if you have a tool you would like to share let me know about it and maybe we can do an episode on it.

This Week’s Tool of the Trade – Ngage Live Chat

This week I am spotlighting Ngage Live Chat.  I have never incorporated a live chat feature into my law firm website before because I was always concerned with having too many pop-ups or other distractions from the content on my site.  However, I spoke to a few attorneys who told me that the live chat had converted well and I should hat least give it a try.

Recently I signed up with Ngage Live Chat to provide the live chat services to my site.  It was super easy to set up – only requiring a small bit of code that Tom Paci of Ngage emailed over to me and in a matter of hours it was up and running.

Here is a screen shot of how it looks on my website:


JDBlogger Ngage Live Chat


When the potential client clicks on the “Live Chat” icon an operator comes on an “engages” with the client to obtain information about them, including their city, name, telephone number, and email address.  I have noticed that they are careful to not provide any type of advice to the potential client with the goal being to get them to contact that attorney.

After the chat session is complete I get an email that provide all of the collected contact information as well as a transcript of the chat the operator had with the potential client.  Then I can have my assistant reach out and set up the appointment.

I was skeptical if this feature would actually be of much benefit but was pleasantly surprised that within the first 48 hours I had approximately 20 people use the chat feature. Many of these people were not from the state of Arizona so I wasn’t charged for the use.  Not only that, I called up Tom and talked to him about the issue of receiving non-Arizona leads and he was able to adjust the settings so as to restrict the “live chat” feature to those websites with an I.P. address in my geographic area.

On of the great features Ngage offers is you only pay for the quality leads that you receive.  For example, I practice bankruptcy law in Arizona.  If someone clicks on the chat button to talk about bankruptcy but they live in California, then I can request that I not be charged for that particular lead as it is outside my geographic area.  This was a big deal to me because I didn’t want to be charged for leads that had no chance of turning into paying business.

So far I am happy with Ngage from the actual product to their customer service.  I recommend giving it a shot, even if you have been skeptical about live chat I think it provides another opportunity to engage with a potential client and increases the number of opportunities to convert business.

I have been working with Tom Paci at Ngage.  You can reach him at [email protected] or at (512) 931-4501.


  1. Appreciate the kind words and answering some of the most common questions that come up when considering live chat for your firm’s website.

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