Do you use chatbots, those little automated helpers that pop up all over the internet these days? We’ve talked a lot about intake and how scripts can help you delegate it to others. But, what if you could delegate some of the intake processes to a chatbot?

Today, Annette Choti, law firm marketing expert and founder of Law Quill, explains why (and how) you can use chatbots in your law firm business.

This week’s tip is simple: read on for Annette’s advice on using chatbots. Then, for your action item, ask yourself if a chatbot is right for your practice.

Chatbots are one of the most popular tools on today’s small law firm websites, and an increasing number of companies use these virtual helpers. Technically, a chatbot is a software application that is used to host an online conversation, as a substitute for direct contact with a human representative. Chatbots can function as customer service agents, answering typical questions and directing users to specific website content. They can help generate leads, increase conversion rates and direct potential clients to contact a live person from your law firm. Since these automated assistants offer so much, it may be time to think about using a chatbot to support your law firm’s objectives.

Here are 5 things to know about chatbots and your law firm’s website.

Law Firm Chatbots Can Narrow Your Niche

Individuals who need legal advice often call law firms asking for services that it does not provide. Chatbot assistance means that genuine leads can get connected to your office, others can get help elsewhere, and your team members have more time for meaningful tasks. 

Chatbots Can Communicate

A chatbot can translate unfamiliar legal terms and concepts found on your website, and has the ability to extract information from your existing content, pull it up onto the chat window, and direct visitors to a live person if needed.

Law Firm Chatbots Can Direct Potential Clients

An optimized chatbot can scan existing website content and extract relevant snippets for website visitors. A chatbot’s conversation can also inform the lawyer of the questions that a potential client has asked. When the client meets for an in-person consultation, an attorney is already informed of the issues they face.

Chatbots Can Uncover What Clients Want

Chatbots can relay information to your law firm regarding why visitors search your site. Your website content can be tweaked accordingly, so it reaches and engages the most potential clients possible. 

Law Firm Chatbots Can Integrate

Your legal chatbot should be smoothly integrated into your existing customer service system and infrastructure, and the chatbot should consistently offer a way for a potential client to seamlessly contact a live person.

Chatbot Tips

Here are Annette’s top tips for adding a chatbot to your law firm’s website, or to any of your social media platforms.

Do

• Have a goal in mind when adding a chatbot
• Shop around for best provider prices
• Give your chatbot a personality
• Set expectations for your chatbot
• Be transparent about chatbot limitations (cannot give legal advice, etc.)
• Offer consistent ways to get in touch with a live person
• Build your chatbot into your existing system
• Keep updating and editing your chatbot

Do Not

• Rush the design process
• Begin without setting goals for your chatbot
• Send large chunks of text
• Forget to match the chatbot’s style with the branding and services of your law firm
• Assume conversations will always move perfectly, so give users a way to contact in person

Ethical Standards and Law Firm Chatbots

You’ll need to ensure your chatbot meets your high ethical standards and complies with any rules in place in your jurisdiction. Annette has a great list of these on her site, and we recommend you check them out before you implement a chatbot.

This article ahs been adapted from the version that originally appeared on Annette’s blog. Annette always posts great content about law firm marketing. Check her out!