When a prospect lands on your website that has Live Chat enabled, an operator greets them and engages them in a conversation with the goal of collecting their contact information and reason for contacting your firm. That information is then sent to you for immediate follow-up.
TheLiveForce differs from many flat-fee chat services. Our pay-for-performance model means that you only pay if you receive a relevant opportunity/lead from our service. There is a one-time activation fee that includes working with your webmaster to install TheLiveForce on your website. This involves installing code, matching the look/feel of TheLiveForce window to your website theme, getting the chat operators up to speed on your business, and setting up the following features:
- Email & Mobile SMS Distribution
- Analytics Integration
- Live Call Transfer or TheLiveForce Callback
- 24/7 Spanish chat
- Facebook Messenger chat
Copy the code and paste it into the HTML of a website component common to all the site’s pages such as the footer.
Once the code is added, the chat will be live and TheLiveForce operators will be ready to go. The first elements that will appear are two chat buttons that will automatically be positioned to drive the best results.
In addition to the chat buttons, a visitor will be presented with an invitation to chat after 15 seconds when they scroll down the page.
- It must include contact information — name, phone/email.
- It must fall within the practice areas listed on your site.
- It must include a short summary of their situation.
- It must be within your geographic area.
If you receive a chat that does not meet the criteria in FAQ #1, there are 2 ways to request credit:
- Click the “Request No Fee” button at the bottom of the chat email.
- Login to the TheLiveForce Lead Portal and click the “Request Credit” tab.
Upon receiving the request we will review it and credit the chat when reasonable.
*Chat credit requests must be submitted within 7 days of receiving the chat.
There is always going to be a certain amount of delay and we believe most visitors understand this. Also, the time stamps are deceptive and not a true indication of the flow of the chat because it is not uncommon for a visitor or operator to type, erase and retype prior to sending the message to the recipient, causing it to appear as if there was a long delay. Each side is given a “typing indicator” allowing the other side to know that the other party is typing a reply.
Each chat takes place in real time. A chat is much more like a phone conversation than an email exchange and is therefore susceptible to spelling errors and typos. Most visitors who are familiar with live chat understand this.
The time stamps on the chat transcripts are Central Daylight Time (CDT). Once a chat is completed it is reviewed for quality and completeness, then the actual transcript is forwarded to the appropriate recipients within your firm, usually within 5 minutes or less.
We also provide a short summary at the top of the chat transcript that can help the firm quickly determine if the chat is urgent and needs an immediate response.