Healthcare Service Provider’s Guide to Live Chat and AI Chatbots


The Healthcare Service Provider’s Guide to Live Chat and AI Chatbots

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Chapter 2

Not just a consumer-led revolution

While changing consumer preferences are a major contributor to live chat’s popularity, it’s not the sole reason healthcare providers are going digital. Healthcare costs are constantly on the rise, and providers are struggling to meet the expected level of service with the ever-increasing costs of delivery.

Phone support is one of the most common services and support channels, but can also be very costly to providers – both in terms of toll charges and person-per-hour On the other hand, Forrester research has shown that live chat is at least 17% – 30% cheaper than a phone call. This is mainly because live chat enables team members to multitask and assist several customers at once. On average, with proper training, most live chat agents can handle three or more chats simultaneously.

This unique capability, called chat concurrency, helps healthcare providers save on personnel costs as it requires fewer agents to serve the same number of clients by phone.

While low cost is one of the main reasons providers are embracing live chat, other business benefits include high efficiency, increased productivity, and positive return-on-investment (ROI). For example, deflecting just 5% of your call volume to chat will yield a cost savings of at least $50,000 per year for an ROI of 4,222%.

Live chat is 17-30% cheaper than a phone call. – Forrester Research

As with any technology investment, no healthcare provider can overlook the importance of security. Providers need to ensure they choose a secure chat platform that adheres to rigorous security standards including compliance with the Health Insurance Portability and Accountability Act (HIPAA), ISO certification, SOC 2 compliance, and other features that align with their organization’s unique security protocols.

The right chat vendor will make it possible for providers to confidently safeguard electronic Protected Health Information (ePHI) from unauthorized access or distribution while delivering quality, real-time personalized service and support.


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