Reasons Why Clinics and Hospitals Should Provide Live Chat on their Website

One of the many advantages live chat support has is that it is not restricted to only one industry. The health sector just like any other industry too can benefit greatly from this amazing tech tool. Here we have discussed some benefits the health industry can get out of live chat.

It is a well known fact that live chat support is not restricted to one industry only. According to a research by LiveAdmins®, the companies belonging to various industries are using this medium to not only enhance their customer service but to also increase their conversion rates and to earn customer loyalty. Whether it’s the corporate industry or it is the education sector, live chat is benefiting all.

The use of live chat support in the health industry is a growing trend. Numerous online pharmacies, clinics and hospitals are providing live assistance on their website. And, it has proved to be a successful practice for them. If you have a clinic or a private hospital and you do not provide this service, here are some reasons why you should do so:

Live chat is the most reliable channel of communication

Let's start with the most basic advantage. There is no doubt that live chat is indeed the most reliable channel for communication. Unlike telephones and emails, it allows you to provide a faster service and is easily accessible to your visitors. Any questions your current or future patients might have can be asked quickly through this convenient and efficient medium. Your prospect patients can get all kinds of concerns they have about you, solved through this channel.

It allows an instant connection

As said above live chat is very reliable. It is easily accessible and allows customers to get conveniently in touch with you. In an industry where many visitors contact at the time of emergency, this aspect can come to real use. If a patient is in emergency and he needs to contact you immediately, he can visit your website and type in his query and get it solved in a matter of a few seconds.

Live chat helps building a good reputation of your clinic

No matter which industry you belong to, in order to be successful, you have to build a positive image of your brand. When you provide an immaculate customer service and you are always there for your patients, they will indeed start trusting you. Once the trust is developed, they can spread a positive image about your clinic and hospital attracting other patients towards you.

Live chat is a onetime investment

Live chat support software has features that exceed far beyond the money that is invested on it. It allows one operator to deal with multiple customers, monitors them, gives you the analysis of your traffic and helps keeping a proper record of previous patients. Hence, it allows you to handle a particular patient according to his previous record or through his personal information.

Live chat helps increasing funds and revenues

Something that provides customer convenience, helps building customer trust and attracts more clients will increase your revenue. Just like any other industry, the health industry too strives on money. So, live chat having a very positive influence on your profit will work as an ideal tool for you.

Why Online Businesses are turning their Focus towards Live Chat Software?

Do you think that email and telephone are still as effective customer support channels as these had been, a decade before? Certainly not! Now, online businesses have turned their focus to more advanced tools like social media and live chat support.

According to Forrester Market Research, the use of live chat support has rose up to 24% in the past three years. The statistical data provides clear evidence that the popularity of live chat support is increasing day-by-day. This real-time support channel is surely a valuable addition in the online business world because it has helped online vendors to design their marketing, advertising and customer service strategies on the modern basis.

 Live Chat makes it Easy to Connect

With live chat software, online businesses can maintain an easy connectivity with their potential clients. They can approach the potential clients on their websites just on impulses. All they need to do is to send proactive chat greetings. In the similar way, the presence of the chat button allows potential clients to get connected to the support agents without waiting for long.

Enhance the Online Customer Service

With live chat support, the online entrepreneurs can make their customer service a differentiating factor for their online businesses. They can double the efficiency of their online service which in-turn helps them getting more traffic and increased conversion rate. Taking the advantage of this support channel, your chat agents can proactively reach out to their potential clients and can provide them on-the-spot, real time and personalized assistance. Doing this, they can help their potential clients successfully through the checkout stage, which ultimately adds value to your business end revenues.

Competitive Advantage

Deliverance of a high-quality customer support through live chat software is a good way to get a competitive advantage in the market. You cannot get customers until you do not strive to get them on your website, not by force but by enticing them in an efficient way. Now the customers prefer to shop from the websites which offer a live chat support, because this gives them a guarantee of getting a high quality online customer service.

Authentic Methods to Accurately Measure Your Customer Satisfaction

The measurement of customer satisfaction rate lets you know where your business stands in the market. For an online business, the most important thing is, to be liked by its customers, because it paves the way towards increased conversion rate and huge revenues. Therefore, the e-businesses should take proper and authentic steps to measure the customers' happiness with their products and services.

Why is it necessary for a business to measure its customers' satisfaction rate? A customer would never purchase or repurchase from an e-store until he is not contented with its service or the products. One can say that customer satisfaction is directly linked with the conversion rate of a particular website. According to different market surveys, 90% of the potential buyers become real purchasers when they are happy with a service or product.

How could a business get to know about its customers' satisfaction ratio? There are multiple parameters and ways of doing it but you need to choose those methods which are not only applicable but practical enough to give accurate results. Here are some simple and authentic methods using which, you can get to know the customer satisfaction rate in an efficient way.

Online Surveys and Feedback

Quick online surveys and feedback provide a true evaluation of your service or product because the customers immediately give feedback which lets you know either your service was up-to-the mark or not. Moreover, it also lets you know where you lacked and what the shoppers liked the most about you. This way, by getting instant feedback, you can take proper measures to make improvements wherever needed. If you have integrated live chat software onto your website, you can offer post-chat surveys to your website visitors after a live chat session ends. The survey is meant to take the visitors' feedback about the service they just received.

Measure the Revisit/ Repeat Purchases

A customer only revisits or repurchases from an e-store when he is satisfied with service or product. By measuring the revisit and repeat purchases on your website, you can easily get to know about the customer satisfaction rate. With live chat solution on your e-commerce website, you can track whether the visitor is new on your website and has completed his purchase process or not. The users' IPs and URLs lets you know about their geographical locations and the other source from where they have landed on your website. This way, you can easily get to know about the area of the world from which you are getting more conversions and web traffic.

Analyze the Complaint Rate

Some of the businesses make the mistake of overlooking their customers' complaints; therefore, they do not make proper arrangements or do not provide a proper forum where their potential clients could add their complaints. Remember, receiving no complaint is even more dangerous because it keeps you unaware of your clients' satisfaction with your business. There are various ways an online business can enable its potential clients to enter their complaints. One most effective ways is to engage customers in one-on-one live chat support session, where your buyers get a chance to directly speak out their fears and concerns to your CSRs.

Measure Shopping Cart Abandonment Rate

Your shopping cart abandonment also provides you an insight about the customer satisfaction rate. The potential buyers can quit your shopping cart due to various reasons as they may be dissatisfied with the shipping cost, online payment method or product delivery duration.

Thus, by properly measuring your customer satisfaction rate, you can analyze the standard of your customer service as well as the quality of your service. The timely improvements and revised business strategies will help you overcome the discrepancies.

Impact of Good Live Chat Service on Your Sales

Customer service is an important department of any organization. It directly deals with the customers and handles their queries and issues. It makes sure that the customers are having no problems from your side and their relationship with you is strong and smooth. If we look at all the channels of customer service, live chat support indeed stands out. It is faster, reliable and helps you providing maximum customer convenience and satisfaction.

The most profound impact of live chat is perhaps on your sales. There are numerous research studies and surveys that show a positive relation between live chat and sales. Companies that have real time assistance on their web stores tend to have greater sales. Here are some reasons why live chat is good for your sales:

It provides customer convenience

A happy customer is your biggest asset and to make your customer happy, you must provide him with convenience. Live chat has the highest rates of customer convenience as compared to other mediums of customer service. It allows your visitors to get all their issues resolved instantly.

You can target prospect customers

Using the advanced features of live chat support software your operators can detect which customers are more likely to buy. By that you can target all your prospect buyers and send them chat invitation with catchy phrases. When you reach out to potential buyers, your conversion rates increase rapidly.

You can do e-marketing

Generally, customers are not quite pleased with the interactive marketing. But, with live chat, interactive market becomes easier and is more effective. Knowing the shopping pattern of the customers, you can market those products to the customers which suit their needs. Such a targeted marketing would lead to more sales.

You earn customer loyalty

To build a good reputation of your brand and to attract more customers, you need to have a loyal base of customers. No matter how good your marketing skills are and how smart your advertisement is, nothing works more than word to mouth marketing. And, for that you must have loyal customers who would refer you over others. Live chat, being such a convenient channel of communication, helps building a great reputation of your brand. Every visitor who visits your website leaves happy with the help of this medium.

For the growth of your business you depend on sales, and for increased sales you need to provide customer convenience and to have a reliable channel for e-marketing. Live chat support helps increasing sales by playing this role for your e-store.

Live Chat Software a Good Tool to Evaluate your Business Performance

The secret behind the success of most of the online businesses is the regular evaluation of their performance. A business can never beat the competition and meet the customers' demands until it does not know where it stands.

Performance evaluation lets you know your progress over a certain time period and it also highlights the areas where you lack. Although, for online businesses, there are various ways to evaluate their performance but using the live chat software you can do in the best and precise way.

By having a look at chat histories, you can count the conversion rate on your website on weekly, monthly, biannually and even on the annual basis. In the similar way, you can check the performance of your CSRs by looking at the chat histories. The chat transcript also lets you see whether a particular chat agent has followed your policies regarding the use of canned messages. Suppose, your business is showing a good growth over a certain time period, you can get to know about the policies and practices your chat agents followed to make you reach that status.

In the similar way, if a business fails to meet its set target for a specified time, it can look at the pitfalls that could have resulted due to lack of training of the CSRs and their poor knowledge. By having a live chat support incorporated in your system, you can even get to know about the type of customers, your business is getting the most and know about the area they belong to.

Even the one-on-one live chat sessions enable you to have a seamless and detailed interaction with your clients. This way, you get a chance to read out customers’ mind to get into their needs and demands. You can even get to know about the time duration, for which your chat agents keep your potential clients engaged in your service. This is how, by evaluating your business performance in a fast, accurate and easy way; you can bring timely improvements wherever necessary.

If you are using live chat software too, you can take the advantage of this business tool to evaluate your business performance. Thus, timely evaluation helps you make immediate improvements to keep your business on the winning streak.

Catch their attention from the start - Ideas for amazing chat greetings

In a recent study by LiveAdmins® related to the effectiveness of chat greetings, it was revealed that greetings play a crucial role in engaging the customers. Since live chat support is gaining great popularity, customers are now aware of how it works and wouldn’t be surprised to find a chat window popping up when they enter a web store. But a lot of people still minimize the chat window and that too unconsciously. So, to make customers stop and look at your chat window and to avail it, you must make your presence felt. And, when it comes to making your presence felt, the greeting phase plays an important role in this regard.

Stop being boring and typical:

As said above, a majority of customers are not surprised to find a chat invitation popping up, so they wouldn't be surprised by your old and boring greeting either. A typical 'How may I help you' or 'Hi, I am john, how can I be of your assistance?' is not captivating enough. Customers must have heard this 100s times before so they would not find it very attractive. So, the first thing that you would have to do is to stop being boring and typical.

Don't be afraid to be bold and creative:

To make your greetings attractive don't feel shy to be bold and different. Add in phrases that you think no one else would use and would compel the visitors to give your chat service a try. Using the custom features of the live chat support software, you can tailor marvelous chat greetings and also set them differently for different pages of your website. Using the proactive chat wisely, you can set greetings at different times and different pages and even on different kinds of customers.

Examples of some unique greetings:

To help you in selecting a perfect greeting, here are some examples:

• 'Hey what's up? Seems like you can't figure your way out?' For customers who are stuck at the checkout page, this greeting can be used.

• For a new visitor you can say: 'Hey its Julia! How are you doing? Have any issues?'

• 'Hi this is Sara, your problems are mine to solve. So need any help?'

• 'Hello, I am John, seems like you need a little help. Don't be afraid to ask, I'll help you'

You get the idea don't you? The above mentioned greetings are different, innovative, funny and very attractive.

Customer service benchmarks you can attain with live chat

Providing customer service of a top notch is very important for any organization to prosper. When you treat your customers well and respect their opinions, they will respect you in return and form a long lasting bond with your organization. You must give them convenient and smooth channels of communication, through which they can easily get all their problems solved.

Where other channels of communication have their share of limitations, there is one channel that allows you to provide excellent customer service, and that channel is live chat support. Here are some benchmarks that live chat helps you to attain:

High FCR rates

It is a well known fact that customers despise coming again and again for the same problem. The more you solve customers' issues on first contact, the more satisfied they will be with you. It has been proven repeatedly through various research studies that live chat plays a positive role in increasing your FCR rates. The client dashboard and knowledge base library of the live chat support software keep the product knowledge of your operators up to dated. Hence letting them easily solve a query on the first contact.

Lesser response time

Being fast is perhaps the first thing that customers seek out in your customer service. When they have to go through hassles to reach you and have to wait hours to get a response, they get annoyed and agitated. Live chat support, being the fastest channel of customer communications, allows instant and seamless connection. The multi chat features of the live chat support software allow the operators to handle multiple customers simultaneously; hence reducing the customers' queue and the response time as well.

Customer satisfaction

When your service is fast and you resolve customer issues on first contact, your customer will be happy with you. And, when they are happy with you, they will eventually be satisfied with your service. Apart from providing a smooth and efficient channel of communication, live chat also makes online shopping a highly convenient experience for the customers. It allows the operators to help the visitors in all the stages of online shopping and allows them to guide the customers well.

The above mentioned three important metrics, determine the state of your customer service. And live chat allows to you to attain these benchmarks effectively.