Call Tracking and Live Chat: Two Ways to Measure ROI and Boost Leads on a Budget
We’ve all heard that doing the same thing repeatedly and expecting different results is the definition of insanity. I want to put a new spin on it: “Marketing insanity” is continuing to spend money without knowing the results — meaning you can’t prioritize how to spend your marketing dollars.
Many law firms come to us experiencing marketing insanity, usually coupled with a track record of overwhelmingly poor performance in their marketing efforts. They’re not alone. Most firms have little understanding of their marketing return on investment. According to the 2017 Clio Legal Trends Report, 92 percent of firms don’t know their cost per lead and 94 percent don’t know what it costs to acquire a new client.
Learn the True Story Behind Your Marketing Efforts
“Isn’t it good enough that we ask our clients how they heard about us?” I hear some form of that question a lot. Or lawyers will say, “I know when business is good because I talk to all the clients.” But that alone won’t give you the true story behind your marketing ROI. Without some technology tools to help pinpoint where business is coming from, or to track which marketing efforts are working well, you’re fighting blind.
How can you have confidence that marketing dollars are well spent?
How can you properly prioritize how to spend those dollars on different marketing initiatives?
Low-Hanging Fruit: Call Tracking and Live Chat
While there are lots of ways — from simple to complex — to track your marketing efforts, here are two simple and cheap systems you can use to begin measuring your ROI immediately, make better marketing decisions and get more leads.
1. Call tracking. Call tracking will do a few things that are crucial to understanding lead quality, quantity and the cost associated with landing new clients. It gives you the ability to:
Easily measure the number of first-time callers to your firm.
Record conversations for quality purposes. (If your front office is answering the phones with a bland “law offices,” I can guarantee you’re wasting money already.)
Automatically track which keywords visitors type in, to see what’s working in real time. (There are some limitations here, but over time your picture becomes clearer.)
My personal favorite call-tracking system is CallRail. It’s not only cost-effective but ideal for not messing up your local search engine rankings. Plans start at $30 per month and vary based on minutes used. If you’re thinking, “But I love my phone number and I don’t want to lose it,” don’t worry. Companies like CallRail allow you to port your existing phone number to their system so that it becomes a trackable number.
Also, call tracking can be used in many places beyond your website, including TV ads, radio ads, business cards and other forms of print or online advertising. You can use additional call-tracking numbers for any type of marketing campaign, then download the data and match up your call logs with new matters and cases.
Tracking calls and measuring growth over time provide great indicators of your marketing’s effectiveness. I recommend doing this religiously — monthly, quarterly and annually.
Viola! You’re now in the top 10 percent of law firms in the nation.
But what about getting more leads to your website even if you’re on a tight budget? Enter a 24/7 live chat service.
2. Live chat support. We’ve found that placing an additional touchpoint on your website can increase your leads by 20 or 30 percent. Adding a live chat feature is an easy way to do it.
Live chat has become a standard customer support feature, and most consumers expect it on websites. Adding it to your site increases the likelihood that you’ll capture contact information. A law firm chat application will act a bit differently than other business chat services — your provider isn’t going to give advice, consult or qualify a lead. But it will be there for people who want an immediate response before, during and after hours.
I asked Jon Cumberworth, CEO of Client Chat Live, to comment on what customers expect in today’s online environment. He says, “Live chat is an effective tool for law firms because those looking for most attorney’s services are in need of immediate assistance and don’t want to fill out a form and wait for a call. Legal marketing is one of the most competitive verticals, so any opportunity to increase the chance of converting a visitor into a potential client needs to be utilized.”
Live chat is simple to use and you pay only for leads that are good. (In most cases, these are leads you’re already forgoing by not having a live chat service.) Most chat services will charge a flat rate per lead gathered, ranging from $25 to $40, with no monthly minimums or commitment required.
My best advice for any law firm is to try both call tracking and chat and begin tracking their effectiveness. You will increase your leads — and you’ll join the top 10 percent of law firms that actually understand their ROI.