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enquiries time patients referrals  assistance service

Always Online, so you don't have to be!

A professional online live chat service to welcome new and existing patients and save your frontline team precious time. Greeting your online visitors with friendly assistance that only a team of REAL people can provide, no matter the time of day or night.

We understand that many medical and allied health organisations are challenged by budget limitations and the increase in demand for services, while there is a shortage of professionals available.

We can help you!

Our team of professional customer engagement specialists are trained to deliver an outstanding service experience to each of your website or Facebook visitors, answering non-medical questions, helping them to make online appointments or fill in registration forms. 

For more complex queries we transfer the patient directly to the clinic reception or obtain patient details and email the chat immediately to relevant clinic staff.

Your practice will spend less time on the phones and replying to emails.

SERVICE

We provide professional online customer service to assist patients make online appointments, complete registration forms, and answer non-medical questions.

SATISFACTION

You will receive more enquiries. Live chat is the preferred method of communication since COVID-19. Visitors enjoy anonymity and ask us questions that they wouldn't have on the phone or email.

Integrity

Patients, existing or new, all receive warm and friendly service, creating a great first impression of your clinic. We are discreet, professional, and consistent.

KNOWLEDGE

We create a custom knowledge base used to answer questions from your online visitors, freeing up your staff's time.

EXCELLENCE

We believe in continuous improvement and capture feedback on our service from all current and future patients on your website.

EXPERIENCE

We are an Australian-owned and operated business with over 7 years' experience servicing a range of industries including medical & allied health.

start now

Month FREE

How do we Know We Can Help You?

Patients like live chatting

Health has one of the highest live chat satisfaction rates of all industries. Even if the clinic is closed we are still assisting patients to book online.

Patients like live chatting

Achieving the highest live chat satisfaction rates of all sectors.

Live Chat Satisfaction Rate by Industry 2020

Source: Comm100 Live Chat Benchmark Report 2020.

They are live chatting more

Almost a 200% increase in the number of live chats from 2018 to 2019 in the Health sector.

% Change '18 vs '19 Live Chats by Industry

Source: Comm100 Live Chat Benchmark Report 2020.

Patients live chat every day

Even if the clinic is closed we are still assisting patients to book online, new patients to fill out registrations, and ALWAYS advise patients to call an ambulance in case of an emergency.

Chat2 Concierge Medical Centre client's chats by days of the week 2020.

Patients chat 24 hours a day

Many patients are booking appointments or looking for information outside ‘normal’ clinic hours. Rest assured, we ALWAYS advise patients to call an ambulance in case of an emergency.

Chat2 Concierge Medical Centre client's chats by hours of the day 2020.

Patients like that you have Chat2 as a service

Answers to the Question "Do You Like Having Access to an Online Chat Service?"

Chat2 Concierge Medical Centre client's survey results in November 2020.

Patients like how we Chat2 them

Evaluation of the Friendliness of Chat2 Concierge Agents

Chat2 Concierge Medical Centre client's survey results in November 2020.

Your search rankings will improve

Patients that get instant answers online no matter what the time or day, return, improving your search rankings.

Chat2 Concierge Medical Centre client's percentage of returning visitors to their website by month since starting with us in 2020.

You will receive more enquiries

Visitors enjoy the anonymity & will make enquiries they wouldn’t have done on phone or email. Over time they use live chat more as they feel more comfortable and trust our service.

Chat2 Concierge Medical Centre client's percentage of online visitors using Chat2 since starting in 2020.

Patients want to make appointments online - but with a real person to assist them

We provide your patients with the best of both worlds. They can make an appointment online but our team or real service specialists are there any time of the day or night to answer questions and assist them. 

In fact, people are changing their minds about how they want to book appointments. There has been an increase in people who prefer to book online with live chat assistance and a decrease in people who prefer to do it themselves online, by phone or in person.

Source: Qualtrics XM Institute Consumer Benchmark Studies 2020

FEATURES

Concierge team 24/7

A team of REAL people, trained in your business engaging website visitors, driving sales & enquiries.

Website & Facebook integration

We respond to visitors ON YOUR WEBSITE, and answer your Facebook Messages within one seamless service.

Multiple sites

Managed within one platform. Ideal for businesses with sub-brands.

Custom design*

Of the Chat2 widget to integrate with your website/brand.
*Optional extra.

File transfer

Directly to visitors such as a form or brochure.

Google Analytics integration*

Data about your website visitors’ chat interactions pushed as an event to Google Analytics.
*Optional extra.

Reporting & data

Can be viewed instantaneously through your Chat2 dashboard including visitor contact details if available, location, date and time, survey results and chat content.

Dedicated Account Manager

To provide assistance and deliver your business updates to the Concierge team. such as new products and promotions.

Custom knowledge base

Created so we interact quickly, effectively, and accurately with your website visitors. You will receive your commonly asked questions, words, and phrases for website integration to assist SEO and inform SEM.

Conduct surveys, ask for reviews

Auto-trigger or manual.

customer Experience - the stats

1 %
of customers

Who had a very good customer service experience are likely to purchase more products or services from that company in the future. Only 25% would do the same after a very poor experience.*

1 %
of customers

Who had a very good customer service experience are likely to recommend the business. Only 16% would do the same after a very poor experience.*

1 %
of customers

Rate an immediate response as important or very important when they have a customer service question. +

1 %
of customers

Define an immediate response as being 10 minutes or less.+

* Source Qualtrics XM Institute ROI of Customer Experience, 2020

CHATS FROM OUR TEAM

Below are transcripts of real chats between Chat2 Concierge and visitors on medical service providers’ websites. 

Sometimes chats can be pretty straightforward and easy to answer using our custom knowledge base. Every one of these chats saves your staff precious time so they can focus on other important areas of the practice.

Other times chats can be complex when visitors need reassurance, guidance to find information, and the welcoming, friendly assistance that only a team of REAL people can provide.

Medical Practices love our online customer service.

Service after hours creates new patient opportunities.

benefits

De-escalate issues

We deal with complaints in the moment before they can be aired on review sites or social media.

Direct Bookings

We encourage direct bookings when visitors are on your website so they are less likely to call or go elsewhere.

Available 24/7

We respond in real-time, 24/7, 365 days a year, servicing customers in every time zone.

Customer Satisfaction

Live chat satisfaction rate was 83% in 2019, higher than email , apps, social media messaging and phone calls.
(Source Statista).

Streamline staffing

A reduction in the number of enquiries your staff answer means they can focus on other areas of the business.

Security

Security and confidentiality are our top priority. Chats are fully encrypted with SSL. Your patients private details are safe while they chat to us.

More Enquiries

Visitors enjoy the anonymity of live chat and ask us more questions rather than wait to call or email later.

loyalty & SEO

Website visitors that get instant answers, return and stay longer assisting your search rankings.

value

General questions are answered quickly so fewer calls is less time spent by staff replying to emails or contact forms.

Consistent service

Even if your staff change over we provide consistency with no further training required, saving you both time & money.

Website & Facebook

We respond to your website visitors and Facebook Messenger enquiries 24/7, 365 days on one seamless platform.

team work

For non-medical or complex questions, we transfer the patient directly to the clinic reception or obtain their details and immediately email the relevant clinic staff.

Why Wait?

Start now this amazing trial offer.

One month's FREE service!

+ $199 KNOWLEDGE BASE

Includes

Some of Our Team

Karen

Chief Operating Officer

Kellie

Account Manager

Cathy

Service Specialist

OUR CHAT2 STATS

1 %
conversion rate

Where a sale is made or contact details obtained.

1 %
extra time on website

Providing SEO ranking benefits for your website.

1
seconds

Average response time to connect to website visitors.

100 %
increase

in Live Chats in the Consumer Products & Services industry compared to pre-COVID. 

Comparing January-March 2020 to April-August 2020.  Source Comm100 2020 Live Chat Benchmark Report Covid-19 Edition

GET STARTED WITH A MONTH'S FREE SERVICE

An online team of real people, highly trained engagement and service specialists, educated in your business who will respond to enquiries in real time, 24/7 when your customer is on your website and wants answers.

No lock in contract. Cancel anytime. First month FREE.

Includes

per month

No lock-in contract

Month 1 FREE

+ $199 Knowledge Base*

*Yours to keep. Use it to:

  • train staff
  • as FAQ’s on your website
  • keywords for SEO & SEM
  • keep us updated on new messaging
Monthly

thereafter

Cancel any time

* More than 200 chats per month incur additional charges of $50 per 50 chats thereafter. Package subject to availability and cancellation. Knowledge Base creation attracts a one off set up fee normally $199,  ongoing updates are included as a part of the package at no additional cost.

Why Wait?
Within 5 days Your Patients Could get

MORE Assistance & service when it counts

With our unique, innovative live chat software and our team of online engagement agents 24/7, you will have the power to maximise your sales, leads, bookings, conversions & attract more enquiries.

Products

Adapt for 2022

The ADAPT package is available for a limited time only.  With FREE Knowledge base set-up and 50% off for 6-months, there has never been a better time to see how Chat2 Concierge can create more business for your business.

Congratulations!

You can book a time for your demo right now.