Resource Center: Case Studies

Chicago Dentist Adds Live Chat, Achieves 23X ROI

2-minute read

When the COVID-19 pandemic started, Chicago dentist Louis Kaufman, DDS, needed a quick way to ensure patients could still reach his office, even when it was closed or under-staffed. He implemented Simplifeye’s 24/7 live chat on his website.

Simplifeye’s team responds within seconds to website visitors, answering questions and gathering relevant information. While Simplifeye does offer online scheduling that integrates with most practice management systems, Dr. Kaufman opted to have the appointment requests sent to his team to finalize.

The results were immediate, and have continued month over month.

23X Return on Investment

10-12 Additional New Patients Each Month

$9,500 Average Additional Revenue Each Month

47% Chat-to-Appointment Request Conversion

“It’s been a game-changer. We’ve gained 10 to 12 new patients a month just from the live chat and that’s generated an additional $7,000 to $12,000 in revenue every month. I was blown away by that.”

Louis Kaufman, DDS, FAGD, MBA

Owner, Smile Design Studio of Hyde Park LLC

Smile Source Administrator & Dental Product Shopper Editorial Advisory Board

“I didn’t expect how many current patients also use it to chat with us. I didn’t realize how many people didn’t save our phone number,” explained Dr. Kaufman. “We have five phone lines and if they’re tied up, this is another way to reach us. I found that younger people don’t even want to pick up the phone.”

Simplifeye’s live chat system is easy to implement. The webmaster added the feature in just a few minutes. The team at Smile Design Studio of Hyde Park likes it.

“At first they were like, ‘Oh no, something else to learn,’” Dr. Kaufman laughed. “Then they realized it’s really easy. They get the appointment request notifications through their email and can prioritize them.”

Simplifeye also has an easy-to-use dashboard that stores all the live chats and shows the results of each patient engagement. Almost half of all website visitors who start a live chat end up requesting an appointment.

Now Dr. Kaufman is recommending Simplifeye’s live chat to colleagues.

“People don’t have a lot of time and this is a tool to connect them to you. I liken it to fishing. You have to put it out there, and if you’re not doing it and your competitors are, then you’ll miss out. It adds revenue to your practice for a small dollar investment.”

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