Live chat has added value in another way, too. It saves their team time because Simplifeye collects the contact information, insurance details, and reason for the visit. That shortens the amount of time the Eye Surgeons of Indiana team spends on the phone.
Unexpected Benefit of Live Chat
Some of the data surprised the team.
“We were a little surprised that new and existing patients both take advantage of live chat,” Dr. Dierker explained.
“Referring doctors like having this option too, especially if they’re referring a patient after hours.”
Simplifeye’s live chat service responds 24/7, 365 days a year. That’s helped patients be able to get the information they need any time.
Dr. Dierker’s office updated their voicemail message to include, “Please leave a voicemail or you can visit our website to chat with a live representative right now.” Many practices also update their Facebook auto-replies with a message that directs people to the live chat on the website for immediate assistance.
“We’ve made a significant investment in improving our online presence over the past few years. Live chat allows us to convert leads to new patient evaluations and also services our existing patient base,” said Dr. Dierker.
What does he tell colleagues who are considering adding live chat to their websites?
“The ROI is off the charts!”