How Zceppa Interact Helped Maximize Lead & Conversions From Google Business Messages
Leading diagnostic chain headquartered in Chennai with 120+ centers across India
Key Metrics
3000
Inbound messages in 4 months
66%
Contributed to new leads
14%
Were informational resulting in better customer experience
Background
Consumers today prefer to engage with businesses via private messaging channels rather than over phone calls or email. Google search is a key channel for high intent inbound leads & patients.
75%
Are location-specific or hyperlocal in nature
89% message
To learn about a product or service
1st choice
For consumers <45 years of age to reach businesses
Challenges – Lack of 2-Way chat support for customers
There was no mechanism for consumers/patients to directly message the centers from Google search and maps. No tracking or follow-up mechanism for inbound messages from potential customers.
Objective
Provide a Unified Inbox with pro-active notifications to help manage the diagnostic chain’s inbound queries coming in from Google search.
Solution – Google Business Messages based Chat Inbox
With Zceppa Interact, the business was able to get and convert a significant number of new leads through Google Business Messages. They could also provide a superior experience and customer service to returning customers by sharing accurate info through a channel that customers prefer to communicate.
- Zceppa Interact was enabled for 40 of the nodal diagnostic centers. This helped the business locations seamlessly receive direct inbound customer queries from Google search within Zceppa.
- Notifications provided timely reminders to team members so queries could be responded to in a timely manner.
- Insight reports provided response rates that helped take corrective action.
Customer’s Testimonial
“Having GMB live user chat is a competitive advantage for us as we are right there when the patient searches for us. Before taking a CT or MRI scan, patients usually have a lot of questions, and answering them builds trust and comfort before scanning.”
– Dr. Arun Kumar Govindarajan, MD Aarthi Scans & Labs
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