Analysing the use of live chat on legal services
Tuesday 28th January 2025
A live chat feature allows website visitors to connect instantly with support staff, which should improve communication efficiency and elevate the overall client experience. Tela has researched the use of live chat tools on law firms and barrister chamber websites.
What we did
We analysed the websites of the top 50 UK law firms and barristers’ chambers to determine how widely live chat tools are being used within the legal industry and whether they are becoming a prominent feature.
Our Findings
Among law firms, only 4% had implemented live chat tools on their websites, offering user-friendly systems designed to handle initial client inquiries.
We found that 0% of the barristers’ chambers incorporated live chat or chatboxes on their websites.
These findings highlight a significant gap in the use of live chat communication tools within the legal industry, particularly among barristers’ chambers, who opt for traditional methods of engagement.
Why is live chat so rare in the legal industry?
Several factors could explain why law firms and barristers’ chambers are not using live chat features:
Confidentiality Concerns
Handling sensitive client information in real-time conversations may pose compliance challenges.
Perceived Lack of Demand
Legal services are often viewed as requiring in-depth, face-to-face consultations, making firms less likely to prioritise digital communication tools.
Tradition
The legal industry has a longstanding reliance on more formal methods of communication, such as email or telephone calls.
Cost and Resources
Implementing and maintaining live chat systems requires investment. For many firms or chambers, this may be seen as an unnecessary expense, especially if they serve a smaller client base.
Benefits of live chat for legal services
Integrating live chat on law firm or barristers’ chambers websites provides instant, real-time communication, enhancing accessibility and client engagement. It allows potential clients to quickly inquire about services, appointments, or general information without the delays of emails or calls, which can improve satisfaction and trust. By demonstrating a client-focused approach, live chat could set legal services ahead of competitors, showcasing a commitment to convenience and modern, responsive service.
Final Thoughts
Our analysis reveals that live chat tools are not yet a significant feature in the legal industry. It will be interesting to observe whether the legal industry will embrace live chat more widely in the coming years or if traditional communication methods will continue to dominate.