By Jonathan Bryant on Dec 16, 2020 9:35:24 AM
When researching the best live chat software for professional service firms and practices, it’s not just about service. To compete, the law, finance, health care, and senior living industries must not only serve clients and patients, they must do it at all hours, with empathy and understanding, and in a safe and secure environment. For those reasons, live chat software for professional services must be better than the norm and able to meet or exceed expectations.
So, what is the best live chat software? It’s the one that can accomplish all of the following, consistently and effectively.
Connects to real live chat hosts
Connecting with website visitors quickly and seamlessly is one of the best ways to gain new leads and conversions for professional service firms and practices — period. But equally important is the need to connect human-to-human. The best live chat software is designed to do just that so each visitor is greeted warmly, treated with empathy, and has their questions answered and concerns addressed quickly. Having highly trained, U.S.-based hosts available 24/7, 365 in a contact-free setting is the gold standard. Unlike chat bots, human chat hosts have proven they can begin building trust and the relationships needed to turn visitors into leads resulting in more new clients and patients. Our blog “The Human Touch: How Empathetic Marketing Helps Plastic Surgeons,” details just how important the human connection is and why it should be a factor in choosing the best live chat software.
Being mobile-friendly is essential to productive live chat. Gone are the days of conducting all communications on a landline or computer, and today, smartphones are often the easiest way for visitors to connect with professional service firms. Of course, that means the best live chat software must also provide live chat that is accessible, user-friendly, and works as well on a tablet, iPad or cell phone as it does on a computer. In the often emotional context of professional services, this is especially important so that those caring live chat hosts can be there when needed, no matter what device is used. Learn more about how mobile live chat works best in our blog, “How to Get More Tours and Consults on Mobile.”
The Health Insurance Portability and Accountability Act of 1996 should always be front and center for professional service firms and practices that are required to protect the personal health information of their clients and patients. Although the U.S. Department of Health and Human Services’ Office of Civil Rights has issued certain temporary enforcement discretion policy changes during COVID-19, the reality is that for the long term, HIPAA compliance is required if PHI is managed.
Rather than risk the repercussions of non-compliance, choosing live chat software (and the company behind it) that can prove HIPAA compliance is the only way to ensure the safety and security of PHI. Because of the complexity of HIPAA, live chat software providers who are HIPAA compliant, are willing and able to prove it up front. Find out the signs of HIPAA compliance in our blog, “HIPAA Compliant Live Chat: What to Look for in a Provider,” and for more details about choosing a HIPAA-compliant live chat software provider, our blog, “Debunking HIPAA-Compliant Live Chat Myths,” will help set the record straight.
Proven and guaranteed ROI
Every business investment should be made with confidence in a return on that investment. Getting more bang for your buck, all the while providing a needed, expected and appreciated service to potential and current clients and patients, makes live chat an exceptionally great investment. With the right live chat software, leads will increase, conversions will increase, and satisfaction will increase. At the same time, in-house staff will have more time in their busy days to get to the work at hand and concentrate on serving those clients and patients already in the office. To learn more about how live chat software works to increase ROI, our blog, “Is Your Live Chat Meeting Expectations: 5 Key Indicators” spells it out. To actually see the results of SiteStaff’s live chat software and services, download or “Plastic Surgeons Case Study.” And don’t forget that guaranteed ROI means the live chat software provider is so sure of success that they put it in writing!
Options that fit
Each professional service firm or practice is unique and live chat software must be able to meet the needs of each individually, rather than as a cookie-cutter tool. Depending upon the requirements and expectations of each, the best live chat software should work within a system that is scalable, open to change, and proactive, without missing a beat. Responsiveness is key to the success of live chat software for professional services, so find out what to look for in our blog, “Live Chat Options - A Comparison.”
Assessing and choosing the best live chat software for professional service firms isn’t difficult if you know what you need. To learn more about SiteStaff’s experience and expertise with professional services, contact us today. We will gladly answer questions and explain how we can help you reach the leads you need.