Quality customer service is one of the most important aspects to have in your practice. And giving both new clients and existing patients different ways to communicate with the practice can help you create the best possible patient experience. Creating a great experience by having effective communication in the digital age is a valuable asset to have in your armamentarium. Whether that communication is in the form of email, phone, SMS text messaging, or managed Live Chat, having multiple options that allow consumers to communicate in their preferred manner helps make them feel more comfortable and enhances the patient experience.
Here are five reasons Live Chat will help your practice succeed:
1. Acquire More Quality Leads
The majority of chat leads that are generated come from mobile versus desktop, so having an SMS text feature that is also compatible with Facebook Messenger on your website will increase the number of mobile leads your website receives. In addition, adding a Live Chat feature to your website will help reduce your website’s bounce rate and engage with more website visitors, which will help guide them down the patient journey. Our Live Chat product is 24/7, which allows your practice to always be available to clients.
2. Increase Patient Satisfaction
Live Chat provides potential customers with another form of communication during non-business hours. It is a more convenient way for your client to get an immediate response. Your visitors get the convenience of engaging on the go and on their time, as well as the comfort of using their own texting app. 64% of consumers think positively of companies that offer texting.
3. Receive a Positive Return on Your Investment
Live Chat is cost-effective! Our 24/7 Live Chat feature offers SMS messaging, Custom Graphics, FB Messenger management, Real Live Agents (no bots) & other custom features tailored to your practice’s individual needs. We know a phone call takes more commitment and isn’t as easy as Live Chat, but our chat feature offers direct connect calls to your practice phone. Here is an example:
[7/22/2020 11:51:56 AM] Vanessa: Thanks for visiting our website. Is there anything I can assist you with?
[7/22/2020 11:51:56 AM] Vanessa: Would you like to set up a consultation?
[7/22/2020 11:51:56 AM] Visitor: yes
[7/22/2020 11:52:30 AM] Vanessa: Hi, good to have you with us. Are you a new or an existing patient?
[7/22/2020 11:54:15 AM] Visitor: New
[7/22/2020 11:54:37 AM] Vanessa: Okay. Can you tell me a little about the treatments/services you’re looking for?
[7/22/2020 11:54:52 AM] Visitor: breast augmentation
[7/22/2020 11:55:26 AM] Vanessa: I would be happy to help you with that. Before we proceed further may I have your name and phone number to better assist you?
[7/22/2020 11:56:00 AM] Visitor: Melissa 650-888-8888
[7/22/2020 11:56:11 AM] Vanessa: Thank you for the contact details, Daphne. How soon are you looking to be seen?
[7/22/2020 11:57:09 AM] Visitor: As soon as possible
[7/22/2020 11:57:50 AM] Vanessa: Sounds good! For further assistance, I can connect you directly to our office by phone using our Call Connect service. Would you like to speak with someone now?
[7/22/2020 11:58:12 AM] Visitor: YES
[7/22/2020 11:58:24 AM] Vanessa: One moment please, I’m attempting to connect you now (please be aware that, for routing purposes, your caller ID will show a 925 area code)…
4. Gain a Competitive Advantage
Most of your competitors do not have a Live Chat feature on their websites. Adding this option will help set your practice apart from others when potential patients are doing their research. Millennials prefer to communicate via text message, which is a feature our Live Chat product provides. Also, during business hours, phone calls can be transferred from mobile chat or text directly to your practice.
5. Be More Available
Being present online 24/7 helps to build trust and confidence. During these unprecedented times, it is even more important to adapt to virtual customer service and have this feature as another layer of service within your practice. Offering all forms of communication and adjusting your clients’ options based on their situation will help your business in the long run.
We have a Live Chat feature on the majority of our clients’ websites because it works. We are continuously seeing 20X our monthly investment from across multiple clients in multiple markets. Want to add Live Chat to your website? MD Internet Marketing’s 24/7 Live Chat feature offers SMS messaging, Custom Graphics, Facebook Messenger management, Real Agents (no bots) & other custom features tailored to your practice’sindividual needs. Let us add Live Chat to your practice’s website! Click here to get started.