Case-Study

3 minutes to read

Jul 05 2023

Increasing Appointment Schedule Conversion Rate: BSG Voice Bot Case

Polina Bezrukava

Customer expectations are higher than ever before. Meeting all their requirements – including quick, customized, and comprehensive service – can be a tall order. Therefore, industries continue to develop new mechanisms to enhance customer experience, increase conversion rates, and boost intentions to visit their websites.

About the Project

SmileCare Dental Clinic requested BSG — global communication provider to assist them with increasing appointment conversion. AI-driven Voice Bot service was just the right solution to the customer needs, which can greatly impact their clients’ satisfaction and increase the likelihood of them making the visit.

Challenges and Project Goals

While working on the project the BSG company defined the following problems that needed to be solved:

1. Client forgetfulness or overlooked appointment slots. This caused significant difficulties for the SmileCare Dental Clinic, leading to scheduling inefficiencies and revenue loss.
2. Low interaction speed. The call center’s sluggish response time hindered it from fulfilling customer needs effectively. It resulted in the delays in providing clients with their appointment details and consultations in timely manner.
3. High cost of customer support center. The SmileCare Dental Clinic incurred substantial costs on customer service agents, who, despite their efforts, could assisted a limited number of clients for a relatively high price.

The main goal of the project

Implementing the innovative Voice Bot technology have allowed SmileCare Dental Clinic to remind clients about scheduled visits to the dental clinic, acquire a competitive advantage in the market, and increase the appointment schedule conversion rate.

Voice Bot Solution to Customer’s Challenges

The vast capabilities of the Voice Bot by BSG allowed us to make come up with a full-fledged solution for the SmileCare Dental Clinic:

• Connecting a voice bot to the dentistry CRM system. This led to streamlining patient interactions and automating appointment scheduling.
• Increase the conversion of intent into a visit. This enhanced customer engagement and brought more foot traffic to the website, causing improved sales and revenue growth.
• Reduce the burden on the clinic administrator. Thus, minimizing the factor of human error in consulting clients.

Business Value Delivered

We can report the following business outcomes achieved with the use of our customized voice bot:

• A 76% increase in intentions to visit conversion
• Increase in the number of customers coming to the appointment
• Improved punctuality for customers who forget about scheduled
• Minimized the errors caused by human factors
• Reached faster time for meeting the customer needs

Final Take

Working on the Voice Bot for SmileCare Dental Clinic brought fabulous results for the customer experience quality of the business. Not only it increased the percentage of intentions to visit conversions by up to 76%, and synchronized customer service by minimizing the issues caused by human factors but saved companies budget spent on the clinic’s customer administration.