Live chat is still emerging as a popular sales and support tool and like a lot of website tools, is a valuable asset to any business. It allows you to decrease response time and increase customer satisfaction. However there is more to it than just turning it on and getting chats, it’s about spending time sharing what you know to potential patients.
Live chat has the ability to provide convenient answers that customers 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. With this in mind, it will overall help eliminate bounces away from the website and increase return on investment. Simply placing a live chat widget on your website however is no guarantee that anyone will actually use it, or that you’ll start receiving the right kinds of chats you were hoping for. There are several types of people that use live chats, therefore you need to think about what types of people will be using it on your website so you can build the chat experience around them.
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 chat software has consistently demonstrated that it can save on both employee time and phone expenses. Live chat is different from a phone call, since all replies must be short sentences that get right to the point. Long paragraphs don’t work in live chat. There is an art to knowing when to ask a question and when to offer solutions to the patient’s queries. Live help will overall build customer trust and confidence in your practice.
If you would like any further information then give Dental Design a call on: 01202 677277.