Dental Organisations Improve Services with Web Chat Software

We have spoken a lot regarding how the NHS and other healthcare organisations have been implementing web chat software to improve online services to patients, however, there is one area we are yet to cover; our teeth.

• 1.74% of all British adults have had a tooth removed
• 2.27% of people only visit their dentist when they have a problem
• 14% of people are frightened to visit the dentist

Web chat software can help dental practices become more accessible, as individuals are able to easily ask questions and book appointments. When a chat is initiated the enquirer is instantly connected to a representative, allowing them to gain answers in real-time.

Rusthall Dental Practice

Rusthall Dental Practice is a family practice located in Kent. They implemented web chat software in early 2018 enabling individuals to gain advice regarding becoming a new patient, booking appointments including emergencies, treatment, payment plans, and general information.

Web chat reduces the impact on staff resources, as representatives are able to multitask with the instant communication channel. They can handle multiple chats simultaneously depending on the complexity of the enquiry or the speed of the typist. Or the advisor can handle a chat whilst seeing to the needs of the patients within the waiting room (signing them in, providing them with forms, booking next appointments etc.), something that would not be possible when dealing with a phone enquiry.

Denplan from Simplyhealth Professionals

Simplyhealth Professionals are the UK’s leading dental plan specialists. They provide both patients and practice team members with private dental care. They also offer oral health advices, up-to-date dental knowledge and the latest innovative technologies.

As part of delivering these services to their customers and supporting them, Simplyhealth Professionals implemented web chat software several years ago. This allows individuals to gain accurate information and make informed decisions about their oral health.

Why Web Chat Software is Beneficial to Dental Organisations

Web chat software can increase enquiries for dental organisations as individuals prefer the instant communication channel over telephone and email as they receive a faster response.  This is more likely to increase the customer’s satisfaction and gives them a good expectation of the company before having further engagement, for example going to the dental practice.

The instant communication channel can not only save staff time with the ability to handle multiple chats simultaneously, but also can save organisations a considerable amount of money as fewer customer service representatives are required to manage incoming enquiries.

Multiple departments can be set up that enables the enquirer to select which team of specialists they need to speak with (booking an appointment, teeth whitening, hygienist etc.) Speaking with the correct experts straightaway allows the business and individual to save time as an accurate response will be provided quickly.

The Click4Assistance solution is fully customisable allowing patients and enquirers to use the chat service that has been designed to fit seamlessly with the dental organisation’s website. This provides them with confidence that they are speaking directly with representatives from the company rather than a third party.

Dental practices and organisations can continue providing a high standard of service as they digitalise their customer care, ensuring that they are accessible to their audience whist improving internal operations.

Click4Assistance has been providing web chat software to healthcare organisations for over 10 years. For more information on how live chat can benefit your company, contact our team on 01268 524628 or email theteam@click4assistance.co.uk