Live chat is an integral part of good customer experience because it allows you to seamlessly connect with your patients in real-time, directly on your website.
With businesses having to adapt their forms of communication during lockdown it resulted in a big boost for live chat features and became the communication method of choice. Today, over 41% of customers expect live chat on a website. Those that do use chat to communicate with their patients see numerous benefits, including increased sales and satisfaction.
1. Increases web conversions
2. Makes your practice approachable
3. Convenient for patients and creates choice
4. Builds trust with patients
5. Gives patients timely responses
6. Satisfies your patients
7. Provides a competitive advantage
8. Offers a personalised service
9. Easy to monitor and saves you time
10. Improves website experience
11. You can understand your patient needs better
12. You can collect patient data
Although it’s been around since the 1960’s, live chat’s popularity is growing. In fact, live chat is expected to continue to grow by as much as 87% in the next 12-18 months. The reason for this increase is because patients prefer to chat with someone in real-time and online, rather than call for advice or to book an appointment or consultation.
This type of instant communication has changed the way practices can interact with their patients as it has the ability to provide convenient answers that patients have. The key is that patients have someone who can immediately walk them through a treatment if they become confused, anxious or have a question that can make or break an appointment. The majority of people browsing your website prefer to use Live Chat and receive immediate assistance rather than waiting on the telephone or waiting for an email response. This will also help eliminate bounces away from the website and increase return on investment.
One of the most important aspects of live chat is simply making patients aware that it’s available for them to use. Rather than watching potential patients click away make sure you initiate a conversation. Consider how users interact with your site and where on the site they will most likely need your help. Using attention grabbing graphics and clear call to action helps to not only notify patients of your live chat, but also what to expect when they click the button. Often, it takes time for visitors to become familiar with the live chat system, sometimes patients will notice the chat box and come back to your site when they have a reason to use it.
Live help will overall build customer trust and confidence in your practice.
If you would like any further advice then give the Dental Design team a call on 01202677277.