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Live Chat Case Study:

Genesis Dental Partners

Genesis Dental Partners Live Chat Case Study: Simplifeye’s live chat and online scheduling helps convert potential patients.

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3-minute read

Like many practices, Genesis Family Dental in Parkville, MD, has loyal team members who have been helping patients for 30 years.

During that time, technology has changed a lot. So has patient behavior. For example:

88% of Millennials prefer live chat and texting to phone calls
81% of people have abandoned a form after beginning to fill it out
60% of customers hang up after one minute on hold

With forms and phone calls on the decline, the practice needed an easy way to convert potential patients as soon as they landed on the practice website.

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Live Chat Immediately Increased Patient Appointments

The executive team at Genesis Dental Partners, the practice management company for Genesis Family Dental, implemented Simplifeye’s 24/7 live chat service in December 2020. Simplifeye’s team responds within seconds to answer questions and capture all of the information necessary to schedule the patient.

“You have to be interactive. People want instant gratification. And this is so easy to use. It saves our team a ton of time because the office knows what procedure the patient wants, what insurance they have, and when they want to come in.”

Gavi Cohn

Executive, Genesis Dental Partners

Simplifeye emails the practice every time there is an appointment referral and adds the details in a HIPAA-compliant dashboard. The live chat team will let the patients know that a scheduling coordinator will call them back to confirm the appointment date and time.

“There’s a sense of confidence and comfort to know somebody is always there to address the patients’ questions and needs. If you’re spending money on marketing and driving people to your website, it’s a no-brainer to add live chat to convert them.”

Harold Gornbein

Executive, Genesis Dental Partners

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