Live Chat Case Study: URBN Dental

Live Chat Case Study: URBN Dental

3-minute read


At URBN Dental’s two practices in Houston, the patient experience is always top of mind. The team runs the practice with positivity, with the goal of making every step of the patient journey easy, from scheduling appointments to receiving compassionate care.

In 2018, they added Simplifeye’s live chat to their website, and have had more than 1,100 appointment requests come through. It shows how patient behavior has changed.

“A lot of people don’t want to pick up the phone and call. Most people in general are shy. The chat box makes them feel comfortable communicating,” said David Nguyen, DMD.

Julia Rivas, the Practice Manager, agrees.

“Most patients no longer want to dial to speak to somebody. They prefer texting or chatting.”

Millennials Prefer Chat to Phone Calls

Research shows that’s especially true with Millennials, the generation defined as people born between 1981 and 1996. They’re used to shopping online, making reservations online, and now they want to be able to make healthcare appointments online.

A survey reported by the Times Record News found:

  • 88% of Millennials prefer texting over calling
  • 60% of Millennials dread calling to make a doctor appointment
  • 60% of Millennials and Gen Zers say they hate calling people

“It’s more efficient to offer live chat,” Dr. Nguyen said. He said 90% of millennials are booking appointments online, and only 10% are calling to schedule.

Simplifeye’s team responds within seconds to website visitors, answering questions and gathering the necessary information to schedule an appointment. While Simplifeye has the ability to schedule directly into most practice management systems, Dr. Nguyen opted to have the appointment requests sent to his team to finalize. It’s HIPAA-compliant and saves his team time because it reduces the amount of time they’re on the phone.

Converts Website Visitors Into Appointments

If you’re spending money on marketing to drive people to your dental website, then you want to make sure you’re converting them into booked appointments.

Here’s how live chat has benefitted URBN Dental:

10 – 20 New Patients Added Each Month

$15,000 Average Revenue Added Each Month

90% of Millennials Schedule Online

39% Chats Occur After-Hours

That last statistic is important because it shows how many people are researching dentists at night and on weekends, when the practice is closed. By having a 24/7 live chat feature, URBN Dental is able to engage with potential patients when it’s convenient for them.

“You only have 10 to 15 seconds to gain somebody’s attention. You’ve got to make the most of it.”

David Nguyen, DMD

URBN Dental

Live Chat Creates Warm, Modern Experience

URBN Dental’s website is designed for conversion. It features their staff, their services, their offices, and their philosophy.

They want to give people as many reasons as possible to choose URBN Dental for their care, instead of a competitor.

Having a chat box is one more way they can personalize the experience.

“It 100% shows that your office is more modern. It makes people feel warm to be able to communicate with somebody whenever they need it,” said Dr. Nguyen.

“The chat service is a great resource for people.”

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