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Ngage Live Chat

Ngage Live Chat Rating:
4.2/5

Features

  • Customer Experience & Support - 8.5/10
    8.5/10
  • Pricing & Value - 8/10
    8/10
  • Security - 8.75/10
    8.8/10
  • Innovation & Future-Proofing - 8/10
    8/10
8.3/10
Details

Rating Breakdown

Our Rating: 4.2/5

Our rating is based on our subjective judgment. Use our resources—including our rating and community ratings and reviews—to find the best fit for your firm.

As the name suggests, Ngage Live Chat is strictly a live chat platform. It is part of the Martindale Hubbell suite of products. So it integrates with Lawyers.com, Avvo.com. Additionally, it will integrate with your Facebook page, and any website you want to install it on. All of this allows potential clients to engage with your firm from a variety of sources at any time of the day.

Who Ngage if For

Ngage Live Chat is a solid chat platform for attorneys who are simly looking to boost the amount of leads that come in the door. It is a great way to make your practice more accessible to potential clients who are browsing Lawyers.com, or Avvo.com. And if you are all-in on those platforms, this is likely a good fit for you. Many Client Relationship Management (CRM) platforms integrate with Ngage, which allows it to perform as an additional tool in your intake tool-chest.

However, there is not a lot of potential for customization of scripts or work-flows. This is essentially a one-size-fits-all live chat platform. They train the virtual Chat Receptionists with the intention of serving the most people. This is not the platform to use if you are trying to fully automate your intake.

Ngage Live Chat Features

Website
ngagelive.com
Services Offered
  • Chat
Starting Price
Free Trial
Software Integrations
  • Agile CRM
  • Captorra
  • Clio
  • HubSpot
  • Law Ruler
  • Lead Docket
  • LeadDocket
  • Lexicata
  • Needles
  • Salesforce
  • SugarCRM
  • Zoho
Virtual Receptionist Features
While all virtual receptionist services include a live receptionist and allow you to use your own phone number, some offer additional features like appointment scheduling or client intake. Availability varies, as well. Some virtual receptionists are available 24/7/365, while others are available during business hours (usually extended to accommodate multiple North American time zones) with voicemail outside of those hours.
Live Receptionist
Although they are called "virtual" receptionists, the person who answers the phone is, in fact, a real person who can use your customized greeting, request information according to your instructions, make warm transfers to you, or take messages.
Receptionist Hours
Appointment Scheduling
You can give your receptionist access to your calendar or scheduler so they can book appointments for you.
Client Intake
A virtual receptionist service can be a partner in your intake process rather than only and ask questions and gather information according to your intake script.
Outbound Calls
Some virtual receptionist services will make calls for you in order to relay basic information such as confirming an appointment, providing directions to your office, or making referrals.
Free Local or Toll-Free Phone Number
You may prefer to use a different phone number to help you track your callers, or a toll-free number to make it easier for some people to contact you.
Additional Languages
Chat Features
There are two kinds of chat offerings: live chat and chatbots. Both can be hosted on your website so that visitors can contact your firm by typing rather than calling. Live chat means a real person is available to chat with visitors, like a virtual receptionist for text-based messaging. A chatbot, on the other hand, offers pre-scripted responses to visitors' input, sometimes with the help of AI.
Live Chat
We're using live chat to mean chat plus a team to respond to inquiries, as opposed to a chat tool you can use to respond yourself.
Live Chat Hours
24/7/365
Chat Tool
With a chat tool you can add a chat box to your website so that visitors can chat directly with you or your firm staff when you are available.
Chatbot
A chatbot is an automated messaging tool for automated communication with visitors to your website or within commonly used messaging apps like Facebook Messenger. Some are essentially a guided form, while others might use AI to answer more complex questions.
Phone Features
A hosted phone solution allows you to move your entire phone system to the cloud. It can also come with advanced call routing options, call recording, analytics, and more.
Call Routing
With call routing you can direct incoming calls based on criteria you set. For example, you could send existing clients directly to the lawyer handling their matter. Or distribute potential client calls evenly among intake staff. Or just send calls to your virtual receptionist after hours.
Voicemail Transcription
Your phone service can transcribe your voicemails using text recognition software so you can read your messages instead of listening to them.
Call Recording
"This call may be recorded for quality control purposes." Only if you want to, of course.
Call Analytics
Use information about your calls to identify patterns, calculate the ROI of your marketing efforts, and improve your client service.
Text Messaging
Send and receive text messages using your business phone system.

Additional Details about Ngage

Live Chat Pricing

Ngage is set-up on a pay-for-performance pricing model. Which means that you only pay when you receive a “qualified” lead. That is, after you pay the activation (or set-up) fee.

Martindale-Hubbell Associate Brand

The best thing Ngage Live Chat has going for it, is that it is part of the Martindale-Avvo brand family. This means that it integrates easily with Lawyers.com, Avvo.com, Captorra CRM software, and Martindale-Nolo. Although the integrated chat features feel a little dated, they are easy to use and straight-forward from a prospective client standpoint.

Facebook Messenger Integration

If you are using Ngage, likely, your goal is to simply maximize the number of leads you are generating per day. Which means you will probably be running ads on Facebook. To that end, Ngage offers an integration that will allow potential clients to live chat directly from your ad campaign.