Zakirova Guzel Ayupovna, Head of the Contact Center of the Stolitsa Clinic Network

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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 vietnam mobile database 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."



Operator's workplace

To work with requests from all digital channels, LiveTex provides the Operator Workplace (OWP) application. With its help, consultants work with all messages in one place without having to switch between the interfaces of messengers and other channels. This allows them to respond to new requests faster, as well as improve the quality of responses.

Colleagues from Stolitsa note the convenience and clear interface of the application, and also separately highlight the OWP tools that employees use most often:

message templates - pre-prepared answers to frequently asked questions. With their help, the answer takes a couple of seconds;
"hot keys" for quick responses to users using templates;
spell check to avoid typos,
timer and push notifications so you don't miss new requests.


In addition, thanks to a single dialogue history available to operators, even if the conversation was with another specialist, managers quickly get to the heart of the matter, which allows for better processing of requests.

Evaluation of operator performance

"With the help of LiveTex analytics, we can evaluate customer satisfaction with the quality of service in order to further improve our service and the efficiency of operators.

" Zakirova Guzel Ayupovna, Head of the Contact Center of the Stolitsa Clinic Network

The key indicators for the head of the contact center of the Stolitsa Clinic Network are:

operator status: how long the operator was in a particular status;
chat rating by the visitor: an indicator of the level of satisfaction with the operator's work;
Request topics (tags): what percentage of requests have the “record” status for target lead analysis.


In addition, the LiveTex analytics system made it possible to evaluate the number of current and closed requests, see the history of interaction with clients, and much more.

This allowed the company to adjust the key performance indicators (KPI) of employees and improve control over the work of operators.