Should You Add a Live Chat Box to Your Website?
Live chat boxes are everywhere these days. Whether you’re shopping for shoes, researching legal services, or comparing insurance plans, there’s a good chance a little box will pop up asking if you need help. Love them or hate them, they’ve become a staple of modern websites. As someone who has spent a lot of time both using websites and building them, I have mixed feelings about live chat boxes. On the user side, they can be frustrating. Picture this: you’re in the middle of reading something important, and suddenly, a chat box pops up, blocking your view. It’s intrusive, and often, the timing is way off. No one likes that. However, when you step back and look at the data, live chat boxes clearly work. They can significantly increase engagement on your site. People who might have left without taking action are more likely to stick around, ask a question, and become a lead. But here’s the catch: engagement is only part of the equation. The real question is, engagement with whom?
The Problem with Outsourcing Chat
Many businesses rely on outsourced chat operators to handle their website interactions. On the surface, this seems like a good idea. You get 24/7 coverage, and someone is always there to respond. But think about it from the user’s perspective: they hit the “Chat Now” button expecting answers, only to be met with someone who has no real knowledge of your business. Instead of getting help, they’re asked for their contact information or redirected to another channel. This approach can leave a bad impression. Leads—especially high-value ones—are fragile. A bad chat experience can push them away permanently. That’s why I’m personally wary of handing over my leads to someone who is managing dozens of chats simultaneously and may not prioritize quality interactions. Metrics and statistics are undoubtedly tracked on these operators, so their focus often shifts to speed and volume over meaningful conversations.
A Better Approach to Live Chat
For my own website, I’ve taken a different route. I use a chat tool that I can control entirely. When someone clicks the “Chat Now” button, I get an alert on my phone, computer, and even my watch. If I’m available, I can jump in and respond directly. If I’m not, the chat automatically turns off or lets visitors know I’m unavailable. I love this setup because it keeps the interaction personal. When someone reaches out, they’re talking to me, not an outsourced representative or a bot. It also prevents me from feeling the pressure of being “always on.” I can turn the chat off when I’m unavailable and rest easy knowing that visitors won’t have a bad experience.
Why This Matters for Law Firms (and Other High-Stakes Businesses)
This approach is especially important for industries like law, where every lead counts. Prospective clients are often making one of the most important decisions of their lives—choosing someone to represent them. They want to feel heard and understood, not brushed off or put through a generic process. The personal touch of responding directly to inquiries can make all the difference in building trust and converting leads into clients.
So, Do You Need a Chat Box?
If you’re considering adding a live chat to your website, here’s the bottom line: it depends on how you plan to use it. If you’re ready to take ownership of the process and respond personally, it can be a fantastic tool for increasing engagement and building trust. But if you’re planning to outsource it or rely on a system that prioritizes speed over substance, you might end up doing more harm than good.
Let’s Talk About Your Options
If you’re thinking about adding a live chat box to your site, I’d be happy to help you figure out the best option for your business. Whether you’re looking for a tool you can manage yourself or just exploring what’s out there, let’s chat (no pun intended). Together, we can find a solution that fits your needs and keeps your leads feeling valued.