By SiteStaff Team on Jan 14, 2020 7:18:00 AM The business of plastic surgery is built on fulfilling expectations from the first consultation to the final surgical outcome. But when getting that first consult on the books proves difficult, it’s time to expand how expectations are met, starting with your website. When a potential patient visits a website, they are there to get answers. They want to know about the plastic surgery practice, the surgeons, and the procedures, and they expect instant gratification or they will just move on. One of the most effective ways to meet this expectation is through live chat. Statistically, more and more people expect live chat to be available on all types of websites, including those related to health care. They expect real-time interaction, quick answers to their questions, and knowledgeable chat hosts who treat them with empathy and professionalism. As the use of live chat becomes the norm, it’s imperative that competitive practices get the facts to remain on top. Find out more about the benefits of live chat in the Comm100 blog, “Top 10 Live Chat Benefits You Have to Know.” According to Inc., “42% of consumers say that they prefer live chat functions because they don't have to wait on hold,” and “92% [of] customers feel satisfied when they use the live chat feature.” While those statistics show great potential, they can only be supported if live chat meets or exceeds expectations. To ensure live chat on your website is the best it can be, consider the following best practices: It may seem like a no brainer, but don’t forget to optimize live chat for mobile devices in addition to other digital platforms. According to the Comm100 “Live Chat Benchmark Report 2019,” “Demand for mobile chat is growing and shows no signs of slowing down. On average, 51.68% of chat queries – that’s over 23 million chats! – were sent from a mobile device in 2018, a sharp 7.9% increase from 2017.” In fact, the report states that the use of mobile devices for live chat in the health care sector is at 45 percent, which is the third-highest usage behind recreation at 72 percent and customer service at 70 percent. Clearly, potential patients want the option for live chat on their mobile device, so providing it proactively will underline your commitment to customer service. Understanding live chat
Live chat best practices
A note about mobile chats
Before you decide on live chat for your website, download our “Plastic Surgery Case Study” to find out how it works in the real world. We think you’ll find it’s a great way to convert website visitors to patients.
Back to Blog