Post by ruhaimaromana22 on Nov 4, 2024 8:36:53 GMT
The Stolitsa network of clinics includes 5 multidisciplinary medical centers and 1 pharmacy. All clinics are equipped with modern equipment from leading European manufacturers. In 2021, the company won the Clinic of the Year competition in the People's Choice nomination.
The company turned to LiveTex for a solution that would help solve the following problems:
expand the number of digital social media marketing service communication channels with customers and increase the number of requests,
increase conversion from requests to bookings across all channels,
increase customer loyalty through quality support,
evaluate the efficiency of operators, namely, how satisfied customers are with the manager’s response, how many requests are converted into an appointment with a specialist, etc.
To solve the tasks, it was decided to connect a chat platform. Before LiveTex, the company did not use such services. "Already at the LiveTex testing stage, we realized that the solution meets the objectives of our business, and also noted the ease of implementation of the platform, the clear interface of the operator's workplace and the wide possibilities for collecting statistics on requests and the work of operators. When choosing a chat platform, in addition to meeting our main needs, we also relied on the company's experience in implementing a chat solution in clinics and its reputation in the market, since the professionalism of all contractors with whom we work is very important to us," notes Guzel Ayupovna Zakirova, Head of the Contact Center of the Stolitsa Clinic Network.
In addition, LiveTex provides its clients with:
a single solution to business problems without the need to conclude several contracts with different contractors,
high level of quality and a guarantee of stable operation from a company with more than 10 years of experience in the market,
support from a personal manager at all stages of cooperation, assistance in resolving emerging issues and prompt feedback from technical support*,
quick implementation and a clear interface so that the employee training process is as seamless as possible for customers.
Online chat for the website
For fast and high-quality feedback, as well as to increase conversion, the online chat was connected first of all. With its help, users can clarify the cost of services, make an appointment or examination, and also get a consultation in a couple of minutes.
To personalize communication and increase customer trust in managers, the company added pre-chat fields where the site visitor enters the name and the question itself.
After the end of the conversation, customers are offered to evaluate the quality of the employee's work directly in the chat. This helps the company control the level of customer service: track the level of customer satisfaction, find growth points, and make timely adjustments.
To prevent users from leaving the dialogue if the operator cannot answer right away, the Stolitsa clinic chain connected retention scenarios - automatic messages that appear in the chat with a notification that the operator will answer soon.
Callback form
Despite the fact that most users prefer digital channels, there are still those who find it more convenient to make an appointment by phone.
To prevent site visitors from waiting for their turn, the company connected a callback order form on the site.
The form allows you to choose a convenient day and time for communication, as well as add the question that needs to be resolved in advance. It is also possible to attach a photo or screenshot, if necessary.
The presence of the "name" column helps the manager personalize communication, and a pre-written message saves time on solving the problem.
Collection of applications on the website
Sest Clinic "Stolitsa" has set up engagement scenarios on the key pages of the site. Now, when a user goes to the site and studies the information, a chat widget appears at the bottom left, where a consultant offers help.
This tool helps to collect more leads, as well as engage users in a dialogue in order to close the visitor to the target action, for example, to make an appointment with a doctor.
Messengers
In addition to the chat for the site, the company chose the two most popular messengers for communication: Telegram, WhatsApp. They allow you to always stay in touch with clients, even after they leave the site. In them, users can clarify the price, the readiness status of tests or research results, make an appointment or get advice on services.
"Digitalization has allowed clients to make an appointment and receive a consultation in a matter of minutes both on the website and in their favorite messengers. This helped us achieve our main goal - to increase the conversion to an appointment."
The company turned to LiveTex for a solution that would help solve the following problems:
expand the number of digital social media marketing service communication channels with customers and increase the number of requests,
increase conversion from requests to bookings across all channels,
increase customer loyalty through quality support,
evaluate the efficiency of operators, namely, how satisfied customers are with the manager’s response, how many requests are converted into an appointment with a specialist, etc.
To solve the tasks, it was decided to connect a chat platform. Before LiveTex, the company did not use such services. "Already at the LiveTex testing stage, we realized that the solution meets the objectives of our business, and also noted the ease of implementation of the platform, the clear interface of the operator's workplace and the wide possibilities for collecting statistics on requests and the work of operators. When choosing a chat platform, in addition to meeting our main needs, we also relied on the company's experience in implementing a chat solution in clinics and its reputation in the market, since the professionalism of all contractors with whom we work is very important to us," notes Guzel Ayupovna Zakirova, Head of the Contact Center of the Stolitsa Clinic Network.
In addition, LiveTex provides its clients with:
a single solution to business problems without the need to conclude several contracts with different contractors,
high level of quality and a guarantee of stable operation from a company with more than 10 years of experience in the market,
support from a personal manager at all stages of cooperation, assistance in resolving emerging issues and prompt feedback from technical support*,
quick implementation and a clear interface so that the employee training process is as seamless as possible for customers.
Online chat for the website
For fast and high-quality feedback, as well as to increase conversion, the online chat was connected first of all. With its help, users can clarify the cost of services, make an appointment or examination, and also get a consultation in a couple of minutes.
To personalize communication and increase customer trust in managers, the company added pre-chat fields where the site visitor enters the name and the question itself.
After the end of the conversation, customers are offered to evaluate the quality of the employee's work directly in the chat. This helps the company control the level of customer service: track the level of customer satisfaction, find growth points, and make timely adjustments.
To prevent users from leaving the dialogue if the operator cannot answer right away, the Stolitsa clinic chain connected retention scenarios - automatic messages that appear in the chat with a notification that the operator will answer soon.
Callback form
Despite the fact that most users prefer digital channels, there are still those who find it more convenient to make an appointment by phone.
To prevent site visitors from waiting for their turn, the company connected a callback order form on the site.
The form allows you to choose a convenient day and time for communication, as well as add the question that needs to be resolved in advance. It is also possible to attach a photo or screenshot, if necessary.
The presence of the "name" column helps the manager personalize communication, and a pre-written message saves time on solving the problem.
Collection of applications on the website
Sest Clinic "Stolitsa" has set up engagement scenarios on the key pages of the site. Now, when a user goes to the site and studies the information, a chat widget appears at the bottom left, where a consultant offers help.
This tool helps to collect more leads, as well as engage users in a dialogue in order to close the visitor to the target action, for example, to make an appointment with a doctor.
Messengers
In addition to the chat for the site, the company chose the two most popular messengers for communication: Telegram, WhatsApp. They allow you to always stay in touch with clients, even after they leave the site. In them, users can clarify the price, the readiness status of tests or research results, make an appointment or get advice on services.
"Digitalization has allowed clients to make an appointment and receive a consultation in a matter of minutes both on the website and in their favorite messengers. This helped us achieve our main goal - to increase the conversion to an appointment."