Live Chat Case Study:
Cynthia K. Brattesani, DDS
Cynthia Brattesani, DDS, has been a dentist for more than 30 years in the highly-competitive San Francisco market. She depends heavily on patient referrals and strives to provide an incredible patient experience from the first point of contact.
For years, she had a form on her website to drive appointment requests, and her team would call back during office hours. Then she realized that fewer submissions were coming in.
In 2018, Dr. Brattesani replaced the form with Simplifeye’s 24/7 live chat feature. Simplifeye’s team responds within seconds, engaging website visitors and creating a positive first impression.
“I love that the chat is not a canned response,” said Dr. Brattesani. “It’s a real person, not a computer program, and the chatters use the customized phrasing we use in the office. For example, a lot of patients ask ‘do you take my insurance?’ Simplifeye does a great job of explaining that we’re not contracted with any specific insurance plan, but do process all claims for our patients for those plans that allow patients to choose their own dentist.”
Benefits for Patients
Dr. Brattesani shared the story of a parent whose daughter had TMJ symptoms and wanted to know if Dr. Brattesani could help.
“Live chat does so much. It addresses people’s fears and offers comfort, not just information. It opens the arms of the practice and says let us help you,” she explained.
Simplifeye’s team members give their names during the chat, which creates a personal connection with the patient. That’s exactly what Dr. Brattesani wants.
“I had a patient who came into the office and wanted to meet Paul, because she thought he was so helpful. She actually thought the person she chatted with at 10:30 p.m. worked for me in the office!”
Benefits for the Team
Simplifeye’s live chat also benefits the team. It saves them time because the chat transcript details what the patient needs, so it’s quick and easy for her team to follow up.
It also allows her team to still take lunch together, and to attend their monthly staff meetings during office hours without worrying about missing appointment requests. Their voicemail includes information that patients can visit their website to chat live with a representative 24 hours a day.
“You’re no longer waiting for the patient to take action and call you. Live chat pulls them in. People love chatting online and getting the answers they need immediately. It’s definitely made a difference.”
Cynthia Brattesani, DDS
Practice Owner, San Francisco, CA
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