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We design, drive, and influence seamless experiences for your practice across multiple digital channels. Transform every touchpoint with a prospective patient into an actionable lead.

Acquire. Convert. Retain. Advance

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Live Chat

Should I Add Live Chat to My Website?

The short answer is NO. Live chat is a great tool, but not for MOST aesthetic practices.

Why not? Don’t we live in a world of instant gratification? Yes, that is true, but in this article, we’ll dive into why live chat is probably not the answer for your practice.

Should I Use Live Chat?

Imagine you are a prospective patient on your practice’s website for a moment. Wouldn’t it be convenient to simply type your question(s) into a live chat box and get the answer quickly?

YES! But this approach may shoot your lead generation efforts in the foot.

There is a certain path that a prospect must take to become a patient

Let’s walk through the patient awareness journey, which typically begins with a pain point. This can be a social media photo, TV ad, or some other “trigger” or self-realization. At this point, they become Pain Point (Problem) Aware.

Levels of Prospect Awareness

Image from Marketing Funnel Automation

The prospect now knows they have a problem and it’s time to start looking for a solution. Here’s the typical path a prospect takes:

  • Research & due diligence, once Problem Aware
  • Becoming Solution Aware
  • Becoming Product (Provider) Aware
  • Comparison between related procedures and treatments; becoming Most Aware
  • Creating a LOGICAL CASE for moving forward and requesting a consultation

By allowing your prospective patients’ journey to begin and end by simply asking a question is allowing them to skip all of these critical steps. You are giving away all the answers without the prospective patient going through the path he or she needs to take to become a valid lead.

Patient Awareness - From problem to Payment

Patients who become aware of an issue aren’t ready to pay you, let alone take action. They follow a path.

Don’t get me wrong, I have nothing against live chat in general. Live chat is fantastic as a customer service tool and on e-commerce websites.

However, when the MAIN PURPOSE of your practice website is to convert cold and warm traffic to consultation requests, live chat can be conversion rate suicide.

Are there any situations where live chat makes sense for my aesthetic practice?

Some live chat solutions ask for the prospects name and email first. On the surface, this seems silly. If I, the prospect, want an immediate answer to my question, then why would I fill out the form to initiate a live chat?

That’s a great question for the prospect, but if you’re an aesthetic practice itching to try live chat it’s probably your “safest” introduction. Why? You’re still capturing the prospects information, just like a lead capture form.

Live Chat Requiring Patient Info

So how is this different from a “standard” website form? That totally depends on your call to action. If your website forms all lead with a weak call to action, such as “Ask a Question,” then there’s really little difference.

However, if you emphasize the consultation as the call to action with all your web forms then you’re generating a more qualified lead. This is different from a live chat “opt-in.”

A live chat opt-in could push some prospects toward instant gratification and away from filling out a form that emphasizes the consultation. Not good.

Conversely, live chat opt-ins may also generate a weaker lead that isn’t quite ready for a consultation (so they never would have filled out your consultation form anyway), and that lead can enter an email sequence that nurtures the prospect via education and reputation building. Good.

Tip: if you’re going to test out live chat then make sure you utilize a seasoned salesperson, with aesthetics knowledge, to handle all the chat inquiries.

Take the Next Step

Are you running a dermatology, med spa, and plastic surgery center and interested in improving your lead generation strategy and tactics? Take the next step toward a new and improved way to generate more qualified leads and give us a ring at 877-673-7096 x2. You can also shoot us a note by filling out the form here.

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Thursday, October 21st, 2021
8:29 am

TRBO ADvance is a multichannel digital advertising and marketing agency specializing in Medical Beauty. We combine great design, cutting-edge technology, and proven business strategies into a clear message powerful enough to propel practices forward.

Our Services

Patients finding your practice is a major key to building your client base. We help physicians and aestheticians build thriving practices by improving your website’s position in search results and page rankings.

We transform your business while you transform your patients. 

Your website is a showplace for aesthetic beauty and the rich emotional rewards every patient wants to feel. Information about your practice, staff, and specialties is displayed in a modern setting to invoke all the possibilities available to your patients.

Our web design brings beauty to life through innovation and ever-changing technology.

Our expertly crafted email marketing campaigns help you reach your patients on a whole new level. With today’s fast pace, timely communication keeps warm leads warm, helps patients stay informed about your practice, and saves you invaluable time.

Retain existing patients and bring in new, prospective patients easier than ever.

With marketing services tailored to your practice’s individual strengths, TRBO ADvance helps you convert consultations into patients.

Through the science and psychology of patient decision-making, we position your practice as the best choice for helping patients achieve their aesthetic goals.

The Medical Beauty world is a marriage of art and science designed to bring patients joy and confidence in themselves.

We bring creativity to that relationship with compelling writing, on-point branding, informative videos, smooth photo galleries, and engaging web and email content to showcase your practice’s exacting standards of patient care and results.

TRBO ADvance strategizes solutions for your practice using our considerable industry knowledge, so you take advantage of the trends and topics which most interest patients.

We offer a blueprint for your practice to flourish and grow.

Finesse in advertising is a must for the modern Medical Beauty practice. Patients are savvier than ever, and traditional sales pitches are best left in the past.

We’ve mastered the art of digital media advertising to bring attention to your practice with style and expertise.

As a gateway to potential patients, social media engagement is a major component to building successful branding for your practice.

Interactive information and educational exchanges with prospective clients can increase your website traffic and your reach, so you can connect, build trust, and increase your digital footprint.

SEO
Web Design
Email Marketing
Conversion Services
Creative Direction
Strategic Consulting
Digital Media Advertising
Social Media

Patients finding your practice is a major key to building your client base. We help physicians and aestheticians build thriving practices by improving your website’s position in search results and page rankings. We transform your business while you transform your patients.

Your website is a showplace for aesthetic beauty and the rich emotional rewards every patient wants to feel. Information about your practice, staff, and specialties is displayed in a modern setting to invoke all the possibilities available to your patients. Our web design brings beauty to life through innovation and ever-changing technology.

Our expertly crafted email marketing campaigns help you reach your patients on a whole new level. With today’s fast pace, timely communication keeps warm leads warm, helps patients stay informed about your practice, and saves you invaluable time. Retain existing patients and bring in new, prospective patients easier than ever.

With marketing services tailored to your practice’s individual strengths, TRBO ADvance helps you convert consultations into patients. Through the science and psychology of patient decision-making, we position your practice as the best choice for helping patients achieve their aesthetic goals.

The Medical Beauty world is a marriage of art and science designed to bring patients joy and confidence in themselves. We bring creativity to that relationship with compelling writing, on-point branding, informative videos, smooth photo galleries, and engaging web and email content to showcase your practice’s exacting standards of patient care and results.

TRBO ADvance strategizes solutions for your practice using our considerable industry knowledge, so you take advantage of the trends and topics which most interest patients. We offer a blueprint for your practice to flourish and grow.

Finesse in advertising is a must for the modern Medical Beauty practice. Patients are savvier than ever, and traditional sales pitches are best left in the past. We’ve mastered the art of digital media advertising to bring attention to your practice with style and expertise.

As a gateway to potential patients, social media engagement is a major component to building successful branding for your practice. Interactive information and educational exchanges with prospective clients can increase your website traffic and your reach, so you can connect, build trust, and increase your digital footprint.

Patients finding your practice is a major key to building your client base. We help physicians and aestheticians build thriving practices by improving your website’s position in search results and page rankings. We transform your business while you transform your patients. transform your business while you transform your patients.

Patients finding your practice is a major key to building your client base. We help physicians and aestheticians build thriving practices by improving your website’s position in search results and page rankings. We

Your website is a showplace for aesthetic beauty and the rich emotional rewards every patient wants to feel. Information about your practice, staff, and specialties is displayed in a modern setting to invoke all the possibilities available to your patients. Our web design brings beauty to life through innovation and ever-changing technology.

With marketing services tailored to your practice’s individual strengths, TRBO ADvance helps you convert consultations into patients. Through the science and psychology of patient decision-making, we position your practice as the best choice for helping patients achieve their aesthetic goals.

The Medical Beauty world is a marriage of art and science designed to bring patients joy and confidence in themselves. We bring creativity to that relationship with compelling writing, on-point branding, informative videos, smooth photo galleries, and engaging web and email content to showcase your practice’s exacting standards of patient care and results.

TRBO ADvance strategizes solutions for your practice using our considerable industry knowledge, so you take advantage of the trends and topics which most interest patients. We offer a blueprint for your practice to flourish and grow.

Finesse in advertising is a must for the modern Medical Beauty practice. Patients are savvier than ever, and traditional sales pitches are best left in the past. We’ve mastered the art of digital media advertising to bring attention to your practice with style and expertise.

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