18 April 2017
How Do Healthcare Charities Use Live Chat?
Healthcare charities don’t just use live chat as an advisory service, they can utilise it to help with brand awareness and fundraising. Live chat can be simply added in the form of a button or text link to social media posts, both personal and marketing types of emails, and documentation.
This enables a chat to be initiated from all types of digital communication, for the recipient to be able to find out more about the charity instantly. Whilst in live chat, visitors can be automatically redirected with the auto-navigate feature to donation pages that have been specifically set up. These pages will open up in a new tab of the visitor’s browser to reduce any disruption to their current browsing.
Ensuring the security of advisory services
Charities, especially those in the healthcare industry, also use live chat to advise visitors to their website in a secure manner. One-to-one chats between the visitor and advisor are encrypted to the same high level as you expect on a checkout page, all communications are over https/SSL using SHA-256bit encryption.
Due to sensitive information that can be spoken about between a visitor and a representative, only authorised members of staff should have access to the chat solution. There are advanced security measures for managers and customer service representatives, such as granular permissions to the Click4Assistance modules and associated features, the ability to lock down by IP address, lock-out on unsuccessful login attempts and full user audit for management analysis.
On completion of chat, the transcript of the conversation can be stored to have a full record history. Some charity organisations prefer to store the chats with any sensitive information masked to protect personal data, where others prefer all records to be deleted so there is no audit trail of the exchange and the visitor’s privacy is fully protected.
Live chat in action: three case studies
Action on Hearing Loss
Action on Hearing Loss provides daily care for people who are deaf and have additional needs; part of their support includes supplying communication services and training. In 2016 Action on Hearing Loss introduced another communication channel to their website: live chat.
Implementing chat on their information line page, Action on Hearing Loss can reach out to those looking to get in contact for further information about deafness, hearing loss or tinnitus. Find out more about the charity’s successful integration here: Text Based Communication Aids People with Hearing Loss
In 2015, Cardiomyopathy UK teamed up with Click4Assistance to offer website visitors another communication channel; live chat supports visitors online whilst they browse the healthcare charity’s website.
Cardiomyopathy UK has specific representative teams who are available via chat at set times; visitors are able to tell who’s online by which chat button is displayed. Read more in our blog Heart Charity Cardiomyopathy UK’s Chat on Your Website Implementation
Carlisle Eden Mind
With an understanding of their client’s needs, Carlisle Eden Mind tested Click4Assistance and decided on a permanent integration, due to live chat having great results for people who wished to make instant enquiries.
Visitors are able to start a chat instantly with an operator straight from the charity’s homepage, find out more here: Carlisle Eden Mind Meets Client Needs with Chat for Website
In the previous blog post in this healthcare series, we focused on the success stories of three healthcare clients, looking at how BMI Healthcare, Cancer Research, and The Priory Group implemented live chat software to improve services to patients and visitors online.
Coming up in our next healthcare blog we will be taking an in-depth look into Cheshire and Wirral Partnership NHS Foundation Trust’s implementation.
Healthcare charities can use a live chat box for website in a numerous of ways to support their visitors, just like Action on Hearing Loss, Cardiomyopathy UK, and Carlisle Eden your organisation can experience a successful implementation. To book your free demonstration call our healthcare co-ordinator on 01268 524628, or email firstname.lastname@example.org.