As of January, 2015 it was estimated that 74% of people are connected to some form of social media. That means that 74% of all people connect to others through the internet. If this stat is true, then that means that as a practice you should be very proficient communicating via the internet. The best way to do this is to set up a chat client for your patients to access.
Providing a live chat program for your clients ensures that they can reach you when making a phone call is not convenient. Of course in order to make this successful, there will need to be a person on the other end of this exchange in order to ‘live chat.’
When you provide a live person on chat, it gives the chance to provide immediate customer service. You will be able to get information from your patient, as well as give important information that they will need. Be engaging with your patients while chatting with them, and be quick to respond so they do not lose interest. Train your staff so they will have the the knowledge to answer their questions, and be honest when you are unsure about something- with the promise to find out the answer.
Many people tend to get lost when navigating a website, so providing a live helper to answer questions will help reduce the amount of visitors abandoning their search and increase your conversion rate from browsers, to patients.
Remember to get the patients name and phone number early in the conversation in case you need it. Once they have their information, they will likely disconnect, so having contact information is a necessity.
Chatting with patients will only become more popular with time. So jumping on the bandwagon and being ahead of your competition is imperative when you are building a successful practice.