10 Reasons why Live Chat can help your Practice (and Why to Outsource it)

Aug 5, 2018 | Uncategorized

By Wouter Slettenhaar

Live Chat is becoming more and more popular, and larger Brands are adding Live Chat to their website.
Why? We listed 10 reasons why Live Chat is becoming more popular and how it can help you in increasing your patient conversion & satisfaction ratio.

1: Increase Patient Satisfaction Ratio
Patients are more satisfied when using Live Chat feature at first communication (92%), then other communication options like voice (88%), email (85), web form (85%), and social media (Facebook 84%, Twitter 77%) according to a study by Zenddesk

2: Increase Web Conversion and Consultation Bookings
Almost 50% of online consumers say that having questions answered by a live person while in the middle of an online purchase decision is one of the most important features a Website can offer. According to a Forrester report.
Proactive chat can provide this type of Patient support, ultimately achieving multiple business goals, including reducing abandonment, improving conversions, and driving patient satisfaction. How much does Live Chat increase your Conversion? 20% according to the American Marketing Association

3: Be able to speak with a real person in 1 click:
In our world of digital everything with bots and automation, engaging in a real, live discussion with a fellow human being is quite refreshing. Especially when the topic is something so personal as your health or physical well being.

4: Answer Patients Questions when THEY want it
The internet Peak hour for Online Shopping including gathering information on Aesthetic procedures is between 8 pm and 9 pm, with Monday the highest day for Online Purchases and Sunday the second.
Most Private Clinics and Physicians are closed during those hours and neither phone calls or Emails are answered. Outsourced Live Chat can help you converting these potential patients and increase your service level.

5: Easiest way to convert traffic (and SAFE Money)
For every $92 spent on generating traffic and getting customers, only $1 is spent on converting these customers. According to the Conversion Rate Optimization Report
Only 22 percent of businesses are satisfied with their conversion rates. (Econsultancy, 2016)
Many Plastic Surgeons, Dentists and Aesthetic Clinics spent a small fortune on SEO and Online Marketing, but close to 0 to actually convert these potential Patients. (Managed) Live Chat can help you to change this in a easy way while increasing Patient Satisfaction at the same time.

6: Live Chat brings Revenue, also if you do not Sell Online
$0.56 of every dollar spent in an offline store is influenced by a digital interaction.
Lack of resources, such as staff, funding, and time, remains the biggest obstacle to successful lead generation for 61% of B2B marketers.
Most clinics have no time or budget to find staff that is capable and willing to respond to Live Chat within seconds, especially after Business Hours. Outsourced Live Chat not only solves this, but also reduces incoming phone calls and emails, with simple questions which could have been answered directly on Live Chat.

7: Responding in time and increases conversion with up to 600%
A recent study by the published on the Harvard Business Review shows that
Firms that tried to contact potential customers within an hour of receiving a query were nearly seven times as likely to qualify the lead as those that tried to contact the customer even an hour later—and more than 60 times as likely as companies that waited 24 hours or longer.
With Outsourced Live Chat questions can be answered directly and consultations booked on the spot, even at midnight or on weekends.

8: Safe on operation Costs (and focus on what’s important)
A Forrester report shows that Live chat customer service is 17-30% cheaper than a phone call. And by outsourcing it, your in house staff can focus on the daily practice.

9: Younger Patients Prefer Live Chat
Millennials Prefer Live Chat. With 80 million members of the largest generation in U.S. history who have a spending power of $200 billion annually by 2017, the Millennials are a target audience you can’t afford to ignore. And they prefer texting or chatting.

10: Built trust with your Patients Online
90% of customers said the “Live Chat” button gives them confidence in a company; in a a Consumer Research Study by ATG/Oracle White Paper it also gives a patient who is considering a procedure an easy and quick way to anonymously ask a private/sensative question.

Are you interested to implement fully Outsourced Live Chat on your Website? Then Chatpatient.com can assist you with their specialized Chat Team for Physicians.