Healthcare
Healthcare organisation
A healthcare organisation was flooded with questions about appointments and opening hours. Chathands took over the first line and helped patients within 30 seconds.
- Sector
- Healthcare
- Channels
- Live chat · WhatsApp
- Result
- The front desk was relieved and patients got a clear answer straight away.
Summary
A healthcare organisation was flooded with questions about appointments and opening hours. Chathands took over the first line and helped patients within 30 seconds.
The challenge
Patients and caregivers called and chatted en masse with practical questions. The front desk became overloaded and waiting times grew.
Our approach
01
Conversation analysis
We mapped the recurring questions: Patients and caregivers called and chatted en masse with practical questions. The front desk became overloaded and waiting times grew.
02
Team and knowledge base
We trained a dedicated team on tone of voice, products and processes, and captured everything in a shared knowledge base.
03
Live on the channels
Chathands took over live chat and WhatsApp with a trained team that rescheduled appointments, answered practical questions and escalated care questions according to protocol.
04
Steering on data
Weekly reporting on volume, response time and topics. The effect: The front desk was relieved and patients got a clear answer straight away.
Results
- Response time
- Within 30 seconds
- Handled conversations
- +1,500 / month
- Phone pressure
- -40%
- Customer satisfaction
- 4.8 / 5
Frequently asked questions
How fast was this team live?
A team like this is usually live within two weeks: onboarding, training on your tone of voice and the first conversations on Live chat · WhatsApp.
Does the brand experience stay intact?
Yes. Our specialists work entirely under the name of Healthcare organisation and follow the agreed tone of voice and escalation rules.
Why is this case anonymous?
We keep our clients anonymous because of privacy and the reputation of the organisations we serve. During a demo we show live examples of specific situations.
What does a setup like this cost?
Monthly plans start at 149 euro per month plus 2.75 euro per handled conversation, including our own customer communication software. Flex works without a monthly fee.
Your customers are already talking. Let Chathands answer.
Real people. Real conversations.