Live Chat For Dentists – The Pros and Cons
Is live chat on your dental website really the killer application some suggest?
We first introduced live chat on dental websites over 8 years ago and since then we’ve implemented numerous versions on lots of dentists’ websites across the UK. So we have a fair degree of experience with what works and what doesn’t. Currently there seems to be resurgence in the use of live chat and we are seeing some marketing agencies offering free installations with new websites and even remotely managed services where each “lead” is charged for.
So there are a variety of options when it comes to website live chat for dentists; but are they any good? As with all of these so-called “killer” applications, you have to look closely to fully understand the pros and cons before you jump in. Let’s make a quick review so you know what to look out for.
Website live chat – the positives
There are certainly some positives to implementing live chat on a dental website, albeit it has to be done properly and professionally. But more of that later. The main benefits which are pretty universally acknowledged are:
- Fewer missed opportunities – if the reception lines are busy, live chat offers an opportunity for users to contact you without having to put up with an impersonal answerphone message. Some people also prefer to use live chat rather than speak to someone in person. It is fair to say that websites which use live chat professionally will often generate more leads than those that don’t.
- Provide a contact channel outside of normal working hours. If you opt for a service which is manned by trained, 3rd party personnel, you can provide comprehensive information for potential new patients over extended hours.
- Temporarily free-up ‘phone lines – whilst live chat clearly won’t allow you to switch your ‘phones off for any extended period of time, it will allow you a good level of cover if you do have a temporary issue. It will also “load balance” across your various communication channels and relieve some of the pressure on your ‘phone system.
- Learn about your patients – most live chat systems store the chat transcript and give you the reference you need to follow-up on the enquiry. Analytics are also available which reveal a variety of information including where the enquiry originated. This type of information is very useful for informing your overall marketing strategies.
- Help your website SEO – this may sound strange but live chat can actually contribute to SEO in that it keeps a user on your website. Google can measure this “dwell time” and it is positive indicator for better search engine rankings.
- Appeal to the younger generation – many young folk expect to interact with tools like live chat more than picking up the ‘phone. If only to cater specifically for the preferences of this demographic, live chat makes a lot of sense.
- Differentiate from the local competition – people are very keen to see that your services are up-to-date and comprehensive and live chat really does help to demonstrate this. Whilst live chat is becoming increasingly popular, many practices still don’t have it and here’s a chance to steal a lead.