Live chat is a powerful tool for law firms to communicate with potential and existing clients, provide instant support, and generate more leads. But how do you choose the best live chat for your law firm?
There are many factors to consider, such as the features, pricing, integrations, security, and customer service of each live chat solution. You also need to find a live chat software that is easy to use, reliable, and compliant with the legal industry standards and regulations.
To help you make an informed decision, I have researched and reviewed the 10 best live chat for law firms in 2024. I have used my years of experience working in customer support to evaluate each live chat software.
| Live Chat Software | Best For | Plan |
|---|---|---|
| ProProfs Chat | Intelligent Chat Routing | Forever-free for a single operator. Paid plan starts at $19.99/operator/month. |
| Ngage | Video Functionality | Starts at $99/month. |
| ApexChat | Visitor Tracking | Custom Pricing. |
| LiveChat | AI Chatbots | Starts at $12/user/month. |
| Cugic | Analytics | A free plan is available. Paid plan starts at $9.95/seat/month. |
| Legal Chat | Document Sharing | Custom pricing. |
| HubSpot | Ticketing | Starts at $890/month. |
| Intercom | Automation | Starts at $74/month. |
| Intaker | Compliance-Oriented Features | Custom pricing. |
| Olark | Customization | Starts at $29/seat/month. |
Top 10 Live Chat for Law Firms in 2024
I have first-hand experience with most of the tools on this list. I have also included tools recommended by my fellow law professionals and top review sites.
1. ProProfs Chat
Best for Intelligent Chat Routing
I use ProProfs Chat, and it’s become an invaluable tool. With its user-friendly interface and a wide array of features, the tool transformed the way I communicate and engage with website visitors.
The live chat software lets me connect with customers instantly, answering their questions and offering support effortlessly. ProProfs Chat’s customization options allow me to tailor the chat widget to match my brand’s style and ensure a seamless user experience.
One feature I particularly love is its intelligent chat routing. My agents can quickly transfer chats to suitable agents/departments when needed. Additionally, it offers a seamless transition between chatbots and human agents, ensuring a smooth customer experience.
The chatbot offered by ProProfs automates routine queries, freeing up my time for more complex tasks. The canned responses and file sharing make communication smooth, while the analytics provide valuable insights into visitor behavior.
The best part? ProProfs Chat is GDPR compliant, so your clients won’t have to worry about their data security.
What you’ll like
- Automated greetings to proactively initiate conversations with users.
- Real-time visitor tracking to monitor user activity on your website.
- Chat transcripts that you can review later to see what your customers prefer.
- Google Analytics integration to measure the impact of live chat on your web traffic and conversions.
- Integrate with Wix, Shopify, Magento etc.
What you may not like
- Frequent updates on the AI chatbot can get overwhelming for new users.
- Free plan is limited to a single operator.
Pricing: Forever free for a single operator. Live chat pricing for a team plan starts at $19.99/agent/month.
2. Ngage Live Chat
Best for Video Functionality
Ngage Live Chat is an indispensable asset for law firms. Having personally employed this tool, I was impressed with its exceptional features. Its 24/7 availability ensures that potential clients are never left unattended.
The proactive chat initiations can engage visitors effectively, converting them into leads. The best thing about this tool is that it supports video chats, offering a more personalized and reassuring client-lawyer interaction.
Additionally, its robust analytics furnish valuable insights into visitor behavior, enhancing strategic decision-making. Ngage also prioritizes security with end-to-end encryption, assuring client information remains confidential.
My experience with Ngage Live Chat was remarkable, offering a comprehensive solution for law firms seeking to enhance client engagement and communication.
What you’ll like
- Client performance report to see trends in chat lead conversion and website traffic.
- Direct chat initiation from Google ads without leaving the page.
- Chat summaries and categorization for your team.
- Instant callback feature when a chat is completed.
What you may not like
- Difficult to integrate with other software.
- Lacks some advanced features, such as chatbots and AI-powered routing.
Pricing: Starts at $99/month.
3. ApexChat
Best for Visitor Tracking
Having employed ApexChat at our law firm, I can attest to its invaluable features tailored for legal practices.
The live chat functionality enables real-time engagement with potential clients, ensuring swift responses to inquiries and consultations. Its intelligent chat routing directs clients to the right legal experts, optimizing efficiency.
One standout feature of this tool is visitor tracking, providing insightful data on website visitors and empowering us to tailor our approach to their needs. ApexChat’s integrated lead management streamlines the process of capturing and nurturing leads, which is vital in the legal field.
Additionally, its customizable chat widgets seamlessly blend with our website’s design, offering a professional and cohesive user experience.
The post-chat surveys have been crucial in gathering feedback for continuous improvement. ApexChat simplifies client engagement and conversion, making it an indispensable tool for law firms seeking to enhance their online presence and client interaction.
What you’ll like
- Two-way SMS to communicate with your customers.
- Integration with popular platforms like Facebook Messenger.
- Appointment scheduling with your leads using an online calendar.
- Call connect/live with your customers over the phone directly from your PC or mobile device.
What you may not like
- Can be difficult to manage large teams of live chat agents.
- Lacks some basic features, such as file sharing and offline messaging.
Pricing: Custom pricing.
4. LiveChat
Best for AI Chatbots
A while back, a fellow legal professional recommended Live Chat to me, and I must say, it proved to be an invaluable addition to our firm. This dynamic tool transformed the way we engaged with clients and handled inquiries.
Its real-time chat functionality ensured potential clients received immediate responses, significantly improving client satisfaction. Live Chat’s integration with our website and CRM system simplified lead management, making tracking and follow-ups a seamless process.
One of the standout features of Live Chat was its AI-driven chatbot. This intelligent assistant handled routine client queries 24/7, ensuring no inquiry went unanswered, and allowed my team to focus on complex legal matters. It even qualified potential leads, making our client acquisition process more efficient and targeted.
What you’ll like
- Rich messages with buttons, quick replies, cards, etc.
- Product tours to onboard and educate customers.
- Reports and analytics to track chat performance.
- AI assistant to provide better quality answers.
What you may not like
- Reporting features are not very detailed.
- The user interface can be difficult to navigate.
Pricing: Starts at $12/user/month.
5. Cugic
Best for Analytics
Cugic proved invaluable for our law firm, streamlining our operations with its robust features. This versatile platform seamlessly integrated into our workflow, offering essential tools for client management and communication.
Its interactive chatbots, customizable forms, and automated responses saved precious time, ensuring we never missed a lead. Cugic’s analytics provided vital insights, allowing us to make data-driven decisions and optimize our services. Its security protocols ensured the utmost client confidentiality, a top priority for us.
Furthermore, the ability to create appointment schedules and manage them effortlessly simplified our client meetings. With Cugic, we improved client satisfaction and enhanced our firm’s overall efficiency, all in one comprehensive package.
What you’ll like
- Chat console to handle all chats in one place.
- Actual typing view to prepare your answers beforehand.
- Real-time access to visitor profiles based on their email ID.
- Unique chat greetings for different URLs on your website page.
What you may not like
- Some users have reported that CUGIC is not very reliable and can go down at times.
- Customer support is not always responsive.
Pricing: A free plan is available. Paid plan starts at $9.95/seat/month.
6. Legal Chat
Best for Document Sharing
Legal Chat is a transformative tool that I’ve relied on for seamless communication within the legal sphere.
This feature-rich platform excels at simplifying complex legal discussions, ensuring efficiency and precision. Its secure messaging system guarantees confidentiality, a paramount concern in the legal profession.
With document-sharing capabilities, Legal Chat fosters collaborative work, making it ideal for law firms seeking streamlined client interactions and inter-team collaboration. Its real-time notifications keep you updated on critical messages and appointments, enhancing productivity.
What differentiates Legal Chat is its integration with legal research databases, helping practitioners access vital information within conversations. Furthermore, the ability to archive and search past discussions simplifies the retrieval of critical data, boosting the firm’s operational excellence.
In sum, Legal Chat, based on my firsthand experience, emerges as the ultimate communication tool for law firms, enhancing professionalism, security, and productivity.
What you’ll like
- Chat operators trained in legal terminology and practice areas
- Lead capture forms and lead delivery options
- Lead tracking system and lead conversion reports
- Chat transcripts feature and chat widget customization
What you may not like
- Chat sessions can be slow and unresponsive at times.
- Difficult to use for complex legal questions.
Pricing: Custom pricing.
7. HubSpot
Best for Ticketing
HubSpot has garnered glowing recommendations from review sites, reflecting the satisfaction of countless users. Offering a comprehensive suite of features, it excels in streamlining client interactions.
With its robust ticketing system, lawyers and legal professionals can efficiently manage and prioritize client inquiries, ensuring no case remains unresolved. HubSpot’s knowledge base empowers clients with self-service options, reducing the volume of routine queries and enhancing overall client experience.
In addition, HubSpot’s live chat functionality facilitates real-time engagement, a valuable asset for law firms seeking immediate client support and consultations. The multichannel support options allow seamless communication through email, chat, and social media.
Analytics tools provide insights into performance and client satisfaction, enabling continuous improvement and compliance with legal standards. HubSpot’s intuitive interface, combined with extensive customization options, makes it a top choice for law firms seeking efficient and effective client support solutions.
What you’ll like
- Automated chat routing to connect users with the right experts.
- Detailed visitor information for more meaningful engagement.
- A searchable knowledge base of help articles, videos, and documentation for self help.
- Integration with HubSpot CRM for personalized conversations tailored to each customer’s needs.
What you may not like
- It can be complex and difficult to learn for new users.
- Expensive for small businesses.
Pricing: Starts at $890/month.
Read More: 10 Best HubSpot Chat Alternatives to Boost Your Engagement in 2024
8. Intercom
Best for Automation
Intercom’s live chat is a powerhouse of support and communication tools for law firms. Having personally utilized this invaluable tool, I can attest to its numerous features that significantly enhance client interaction.
The seamless integration with my website allowed for real-time, personalized assistance. Pre-chat forms enabled my team to collect vital client information, ensuring efficient responses.
Beyond basic chat, Intercom offers robust automation, helping us prioritize inquiries based on urgency and relevance. The saved responses feature streamlined repetitive queries, saving time and maintaining consistency.
It’s impressive how the platform offered visitor tracking so we could understand the journey of potential clients on our site. Intercom’s analytics provided invaluable insights into client engagement, allowing us to fine-tune our strategies.
Intercom is an essential asset for law firms seeking to provide exceptional client service and streamline their operations.
What you’ll like
- Customizable chat widget and in-context customer engagement.
- Unified inbox managing customer conversations.
- AI-powered chatbot Fin for automated customer support.
- Outbound feature for email, push notifications, and in-app messages.
What you may not like
- Intercom’s pricing plans can be confusing for new users.
- Customer support can be slow at times.
Pricing: Starts at $74/month.
Read: How Legal Chatbots Can Transform Your Law Firm
9. Intaker
Best for Compliance-Oriented Features
Intaker proved to be a reliable communication tool for my law firm. Its feature-rich platform offered seamless real-time interactions with clients and prospects. With customizable chat widgets, automated greetings, and chat routing, it effortlessly integrated into our website, creating an engaging user experience.
What set Intaker apart for our law firm was its compliance-oriented features, ensuring that sensitive client data remained secure and confidential. I found its chat analytics and reporting invaluable, providing insights into user behavior and helping optimize our services.
Its extensive integration capabilities with CRM and case management systems simplified client information management. Intaker streamlined client engagement, making it our go-to choice for law firms looking to enhance client communication, ensure data security, and boost efficiency.
What you’ll like
- Follow-up automation to stay in touch with customers.
- Client intake and lead management to organize and track leads.
- Social media integration to monitor customer queries on Facebook and Twitter.
- Business intelligence reports to track chat performance, customer satisfaction, and lead conversion.
What you may not like
- Limited customization options for the chat widget.
- Complex user interface.
Pricing: Custom pricing.
10. Olark
Best for Customization
Olark enhanced my client connections by simplifying real-time conversations, answering queries seamlessly, and gathering feedback.
Customizable pre-chat forms and triggered messages enabled personalized interactions with each visitor. The offline messaging feature ensured that all queries were answered, even when I was unavailable.
Olark’s valuable data insights included client records, visit tracking, and chat transcripts, all accessible in one location. Real-time dashboards, email reports, and Google Analytics integration provided a holistic view of customer interactions, enabling me to refine my services accordingly.
What you’ll like
- Comprehensive reporting and analytics to track chat performance.
- Pre-written responses and macros for fast and consistent communication.
- Real-time co-browsing to help customers navigate your website.
- Live monitoring of website visitors and their browsing activity.
What you may not like
- Olark’s integrations with other software are somewhat limited. For example, it does not integrate with many popular CRM systems.
- Olark’s customization options are somewhat limited, especially compared to other live chat software.
Pricing: Starts at $29/seat/month.
Read More: Best Olark Alternatives: 10 Competitors to Consider in 2024
Get the Best Live Chat for Law Firms in 2024
Though I have listed the 10 best live chat software for law firms available on the market, I know how daunting it can still be to get the right one for your business. Thus, I am cutting it down to my top 3 recommendations.
Option A: ProProfs Chat
ProProfs Chat is the best tool when it comes to a smooth combination of artificial intelligence and human assistance for customer support with its intelligent chat routing. Features like chat transcripts, visitor tracking, easy customization, and proactive chat support make it a comprehensive live chat solution for your law firm.
Option B: Legal Chat
Document sharing is a crucial aspect in the field of law and enforcement, and which tool is better than Legal Chat to go for? This tool can help you keep a database of past cases and conversations with your clients in the most efficient way.
Option C: Intaker
Intaker is a top-notch choice for law firms looking to get a secured live chat tool that offers compliance-oriented features. If you are a law firm concerned about data security, this tool can be your best option.
If I were to recommend my preferred live chat for law firms, it would definitely be ProProfs chat because of its advanced AI-powered chatbots and comprehensive set of features. That’s the reason I myself am using this dynamic live chat software for my law firm.
Learn More About Live Chat for Law Firms!
Q: Why does live chat matter for law firms?
Live chat matters for law firms because it provides immediate, convenient communication with potential clients. It enhances customer service, builds trust, and helps answer legal queries promptly, potentially converting website visitors into clients.
Q: What are the primary objections to implementing live chat for law firms?
Common objections to live chat in law firms include concerns about data security, compliance with legal ethics rules, and the resources needed to manage it effectively. However, these can be addressed with the right technology and policies.
Q: How can live chat help law firms attract leads?
Live chat can attract leads by engaging website visitors in real-time, offering instant answers to their legal questions, and collecting contact information for follow-up. It provides a personal touch and encourages potential clients to take the next step in their legal needs.
Q: What are the key features to look for in a live chat app?
Key features to consider in a live chat app for law firms include customization options, integration with CRM systems, security features, and analytics to measure performance. Additionally, a user-friendly interface and mobile compatibility are important for seamless client interaction.
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