Case Studies
Live Chat Case Study: Flucke & Associates Dentistry
Flucke & Associates Dentistry adds 9 new patients in one month.
Martha Sims, the scheduling coordinator at Bellevue Pediatric Dentistry, has been in dentistry since 2001. She’s always looking for ways to make things easier and more efficient, both for her team and for patients. It’s one of the reasons the practice has been voted Top Dentist by SeattleMet for nine years in a row.
The Challenge
Times are changing and Millennials are now entering their 40s. This generation is very comfortable with technology and enjoys being able to book everything from restaurants to plane tickets online.
“People are trying to multitask. If they go online, it’s faster for them. Their time is so limited, and if they only have time on their lunch break to call and they’re put on hold, it takes too long for them,” she said.
Bellevue Pediatric Dentistry added Simplifeye’s 24/7 live chat to its website in September 2020 and added direct scheduling in October. The direct scheduling feature only shows openings the practice wants to fill, and the Schedule Appointment button allows patients to self-schedule from the practice’s website, Google Map listing, Facebook page, Yelp, and other sites.
The Solution
The live chat box allows Simplifeye’s team to engage website visitors within seconds, answering questions and facilitating appointments. They can either book directly into the practice's schedule, or they can gather all the contact information for Bellevue’s team to follow up. Simplifeye emails a referral notification and all the information is securely stored in an easy-to-use dashboard.
| “It’s saved our team so much time because you already have all the information, the name is spelled correctly, and we know exactly what the patient wants. We have a lot more people coming in now.” Martha Sims Scheduling Coordinator, Bellevue Pediatric Dentistry |
Best of all, it’s 24/7 so potential patients can reach somebody even when the practice is busy or closed. Bellevue’s voicemail directs callers to visit the website for immediate assistance. The practice saw an immediate increase in new patients, adding at least 12 additional new patients per month.
The Results
- 152 Scheduled via Live Chat
- 60 Self-Scheduled
- 12+ Additional Patients per Month
- 63% Of Millennials Prefer Live Chat to Phone Calls
Source: Software Advice
| “Giving our patients the flexibility of having different options to schedule online has been a huge plus. Since we added live chat and self-scheduling, we have seen a significant increase in new patients.” Nolan Gerlach, DDS - Bellevue Pediatric Dentistry |
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