Background

In today’s digital age, smartphones have transformed how patients navigate their healthcare journey. “Near Me” searches drive online discovery, making it a vital source for high-intent inbound leads and patients for hospitals. Consumers rely on search and social channels to find and engage with healthcare providers. 

• 88% of smartphone users search for healthcare services online 
• 2/3rd of searches are location-specific or “near me” in nature 
• 1 in 3 use social media to find providers

Once found, patients expect to be able to message hospitals directly from search and social channels.

Challenges – Lack of 2-Way chat support for customers

A Network of 24 hospitals in 16 cities. Every hospital had Google chat enabled for patients to engage directly from search. However, the hospital did not have a unified inbox across all their hospitals to view and respond to all inbound patient enquiries from Google Chat.

The call center team had to manually track and respond to inbound patient enquiries for each of the hospitals. 

This led to significant inefficiencies – delays, missed communication, incorrect responses – resulting in poor patient experience and lost revenue.

Solution – Google Business Messages based Chat Inbox

Zceppa Interact enabled seamless communication from Google across all network hospitals, helping improve patient experience and boost conversions.