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Read the latest industry news, digital marketing tips and insights from the Smooth Digital team.

Live Chat for Healthcare & Social Care – Why Your Website Needs It

Posted on | Posted in Live Chat

Setting up Live Chat for Healthcare & Social Care websites will allow your business to stay competitive in today’s market.

We’ve likely all encountered a live chat widget on a website at some point in our lives. They’re the digital equivalent of a friendly shop assistant welcoming you to the site and asking if you need any help. In fact, they’re becoming so popular that live chat is fast becoming a demanded feature by consumers – not just a fancy add on.

In terms of a health and social care love chat case study, our own customer data shows that implementing our live chat service tends to bring a 30% increase in relevant leads generated.

Now, for some of you the results speak for themselves, but for the majority you probably want to know why live chat is so successful. Well, keep reading and you’ll understand why exactly your care business website needs live chat!

Screenshot of care home website with a live chat widget popup enabled in the right hand cornerLive chat message window

 

Healthcare & Social Care Customers Want the 24/7 Availability of Live Chat

A large amount of traffic to health and social care websites occurs during the evenings and on weekends. This is when users actually have the time to make the effort to go onto your website. However, offices are generally closed during these times, so users can’t just pick up the phone and call you. Plus, we all know how common it is to forget a website once we’ve left it!

Live chat allows you to provide a differentiated service from your competitors. Imagine you are a consumer with multiple tabs open looking for further information regarding care. How do you decide who to go for? A company who can speak to you there and then, or a company who you’ll have to wait until 9:00am before you can contact them?

From our own data, between 40% – 50% of live chat leads for healthcare & social care occur out of office hours, so you could be missing out on half your leads!

 

Live Chat Improves Engagement on Healthcare & Social Care Websites

It’s much harder than you would imagine to create a health and social care website that entices the user to actually want to engage with it. More often than not, a user will not actually venture past your homepage. You might have all the information they could ever want and need, but when it’s spread across separate pages, most won’t find it.

Utlising live chat for health and social care websites reduces the level of information users have to digest independently. It encourages them to speak to a trained representative who has all the information from your website at their disposal, instantaneously. This means that the potential customer not only gets information about your business, but they stay on your site longer to do so. This is hugely beneficial to you, as it increases the chances of them converting.

 

People Often Can’t Enquire About Care When Working

Let’s face it, in this day and age, with our constant multitasking and short attention spans, we’re not working 100% of the time at our desks. People may have a quick browse of care provider websites at work, but most won’t feel they should be conducting personal calls. Live chat helps give them a way to discreetly enquire about care from the comfort of their desk. They can do other things in between the representatives’ messages and even browsers around your site. This ultimately increases the chances of them converting to a care lead for your business.

Photo of an office with people working on their computers

 

Live Chat Answers the Questions Your Healthcare & Social Care Website Can’t

You may have created the most amazing, informative website for your business, but things change on a daily basis in the care sector. It’s virtually impossible for your website to solve all potential questions any user might have about your care services.
Instead of losing a potential customer, based on the misconception that you don’t offer a service they need, they can ask your live chat agent. They will get a memorable first taste of the helpful nature of your business and be provided with a clear route to the answer – a call with your sales team.

 

Live Chat Suits the Increase in Text Based Communication

Over the last 10 years there has been a drastic shift in how customers prefer to communicate. They are now beginning to favour text-based messaging, where they can multitask, rather than methods that take greater effort, like calling. Think SMS, WhatsApp, Facebook Messenger, Skype. They’re less disruptive by nature and allow customers to get real time answers – no one likes being placed on hold!
To conclude, if executed well, using live chat in health and social care can work wonders for your customer service and lead generation. We’ve shown you the data, but to be successful, you must have the infrastructure to reply to live chat leads as soon as possible. Remember, they are using this service because they don’t want to be on hold awaiting the information.
If you’re interested in learning more about our 24-7 outsourced live chat service, or simply wish to book a call to discuss pricing, you can find full details here.

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