Summary
The web team has developed a unique live chat service that integrates into our websites and provides high-quality affordable leads with minimal investment. Our live chat service supports and extends the reach of front office staff using live chat agents.
We are working with FTI Management to deliver unique live chat services. FTI has prior experience working specifically in hearing care and professional services marketing.
This service is two-fold:
- 24/7 real live agents working from an optimized script.
- Website chat widget branded for the business.
Benefits
More Leads
For the three participants in our 6-month beta program from January to June 2022 compared with the prior year, total website leads increased 18% and website conversion increased 19% (3.2% → 3.8%).
Easier Lead Management
In the same analysis, website forms fell 17% while calls stayed relatively flat. This addresses a common complaint that reviewing website form responses takes too much time and many website form submissions are unqualified or low-quality leads.
Features
Optimized Script
We’ve developed a template script in collaboration with FTI and several internal teams. A focus was put on creating an experience that is personal and friendly while also being direct in collecting lead information. From our beta program experience, we found that most chats were short and direct. Chat visitors knew what they wanted, and it was typically a brief exchange that included one question and an appointment request.
Fully Featured Branded Website Widget
The chat widget is available on every page, auto-opens after a certain amount of time, and is branded for the business with a logo and primary color.
“Text Us” Feature
In addition to traditional website live chat, FTI also offers a text widget that allows website visitors to have the same scripted conversation over text without having to remain on the website.
Lead Qualification
Chat agents will only pass on qualified leads: chat visitors that provide contact information, express interest in a product & service, and are either ready to book an appointment or want to contact the practice to ask a question.
Live Call Connect
During business hours, chat agents can connect a phone call from the practice to the chat visitor. At this time, FTI can only connect to one phone number. Multi-location businesses that use Live Call Connect must specify a single phone number. This issue is under review.
HIPAA Compliance
All live chat data handling follows HIPAA compliance rules.
Future Chat Integrations
FTI will offer future integrations with Google Business chat and Facebook messenger. When these services are available, we can handle setup if we have access to the Google and Facebook accounts.
Getting Started
Default Implementation
Script
We will use the template script with the following modifications:
- Use default business reference (Business Name + “Team”)
- Assume a complementary consultation is offered
- Remove services the practice doesn’t offer based on their website
- Other basic business information (addresses, phone numbers, hours, logo, colors) will be taken from the website
There is the option of making additional script customizations, but changing the template script means we cannot guarantee receiving automatic future script updates. We are going to be continually learning and refining the script for the future.
Live Call Connect
During business hours, chat agents can facilitate calls between the practice and the chat visitor. Live Call Connect will be turned off by default.
Email Addresses for Lead Notifications
We will use the email addresses receiving website form submissions. Lead notification emails include the lead contact information and full chat transcript.
Web Dashboard Access
FTI offers a web dashboard where you can view and search chat data. This is the exact same information being sent via email. We are not going to create individual dashboard accounts unless requested.