Live Chat Case Study: OC Smile Dental & Orthodontics
How patients want to communicate is changing and it’s often dependent on generational differences. More than half of the population is a Millennial, Gen Zer, or younger, meaning they were born after 1980.
A study by the Times Record News found:
- 88% of Millennials prefer texting over calling
- 60% of Millennials say they dread making a doctor appointment
- 60% of Millennials and Gen Zers say they hate calling people
Kevin Badii, DDS, MDS, is the founder and CEO of OC Smile Dental & Orthodontics, a fast-growing, multi-specialty dental group based in Orange County, California. As a seasoned DSO owner/operator, he recognized the changing trends in communication preferences and added Simplifeye’s 24/7 live chat service to the website to capture visitors at the exact moment they’re looking for a dentist.
Live Chat Captures More Patients
Simplifeye’s team responds within seconds and is fluent in 7 languages. The chatters answer questions according to OC Smile’s specifications and collect the patient’s contact information, insurance details, and reason for the visit. While maximizing Simplifeye’s ability to directly schedule into their practice management system, Dr. Badii adds an extra touch by having his professional team personally confirm the appointment date and time.“There’s tremendous upside and little risk. Live chat gives us the potential to capture a market that may not contact us otherwise. If they want to call us, they can. If somebody prefers to chat, they can,” explained Dr. Badii.Simplifeye checked all the boxes for his company’s five strategic pillars, which are part of Dr. Badii’s organizational strategic plan:
- Growth
- Market Positioning
- Employer of Excellence
- Infrastructure
- Population Health
“It’s important we bring in resources to help support the strategic plan and drive our mission and vision forward,” Dr. Badii said.15 Live Chat Referrals Each Month
All of the chat transcripts are available in real-time via Simplifeye’s dashboard. In addition, Simplifeye emails the OC Smile team every time it adds an appointment request so they can quickly follow up as needed.
“I’ve read some of the chats. The chat operators are well-versed in dentistry,” said Dr. Badii.
“Making things as easy as possible for our patients and for our team is my priority,” he added. “We’re leveraging Simplifeye to drive new patients to the practices. We receive about 15 chat referrals a month and I definitely recommend it.”
“It’s definitely helped to drive new patients. It’s opened up a marketplace that we didn’t have before.”
Kevin Badii, DDS, MDS - Founder & CEO, OC Smile Dental & Orthodontics
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