The Importance of Live Chat in Healthcare
Written By David M. Williams | Chief Strategy Officer |
Industries like retail and hospitality were some of the first sectors to embrace the power of live chat. These early adapters saw the value in leveraging and shaping the consumer buying experience by providing the consumer with an immediate customer service representative. The healthcare industry as a whole is usually the last to adapt to new technology, and live chat is no exception.
What is Live Chat?
Live chat is a relatively new way to interact with a website visitors. Live chat allows business to provide instant help or answers to visitors on their website. Typically a visitor initiates a live chat request by clicking a button on your website which allows an operator on the other end to receive and answer any questions.
Who uses Live Chat?
Live chat can be useful for prospective patients in order to help them with their buying decision or for current customers who need support with a product or service they have already bought. The typical live chat user is more likely to be college educated, less likely to be in homes with incomes of $50,000 or less, less likely to be over 50 years of age, and more likely to spend significantly more online annually.
Why is Live Chat Important?
Live chat allows for businesses to manage and shape their relationships with its customers. Customers engaged through live chat are three times more likely to return to your website than a user who wasn’t engaged. Many live chat software captures key demographic information i.e. referring websites, time on website, page views, city, and what products or services they are looking at on each website. This information can be used to better optimize any current and future marketing/advertising campaigns to ensure the correct audience is reached.
LEVO Health understands the importance of integrating live chat within our own brand and into the brands of our clients. Potential patients who engage via live chat are seven times more likely to convert than a regular web visitor. Great customer experience leads to an increase in retention, referrals and loyalty. With health insurance premiums at an all-time high, patients are more likely to shop around. Don’t miss out on this opportunity to increase your patient care.