Clinic Chatbot for Topclinic.ru, an Israel-based healthcare network

Alex Gimpel – Marketing Manager, https://topclinic.ru/

Introduce your business and tell us about yourself: What does your business do? What is your role?

Topclinic.ru website offers medical treatments and products to people with varying healthcare needs from around the world. My name is Alex, and I work in the capacity of Marketing Manager for TopClinic. An important component of my role involves assessing TopClinic’s online presence, to make sure we remain relevant and attract quality leads for our member clinics, hospitals, and doctors.

What problems/challenges did you have and why did you decide to create a Chatbot?

Because we are in the healthcare business, building and maintaining patient trust will always be our first and most crucial challenge. To this end, my team and I try to use the most effective and up-to-date marketing and outreach strategies at any given point in time, to make sure we have a strong online presence and remain approachable to people looking for medical help. This is also why we wanted to see whether we could use a chatbot to build more trust and credibility.

We have noticed that patients don’t feel altogether comfortable reading too much information on medical conditions, diagnoses and treatments. They appreciate some help through the process of understanding what may be wrong with them, and finding the right doctor for a consultation. So we implemented a chatbot with a lead generation template, and updated its script with answers from the FAQ section on the TopClinic website. So essentially, we were continuing to use the existing information on our site, except that we were making it easier to access by turning it into a one-on-one conversation.

What was the result of adding your Chatbot to your business/website? And what did you learn from it?

As I said before, we initiated our chatbot with information from our existing FAQs. Since its launch, though, the chatbot’s AI self-learning has brought over 50 new questions to our attention. These were repeatedly asked by a lot of our visitors, but our original FAQs hadn’t accounted for them. With the chatbot, though, we immediately had direct feedback from every visitor using our website, something that no amount of secondary research would have given us access to.

We then proceeded to update our chatbot’s script with answers to these new questions that its AI had recommended. At the same time, we made sure we capitalized on the lead generation template that was already in place. And in a short while, we’ve managed to double the number of quality leads generated through our site. And we know that the chatbot is doing its job well because we receive positive feedback from dozens of visitors every month. Plus, we have measured significant improvements in visitor engagement, bounce rate, and time spent by visitors on our site.

What are your top recommendations for businesses just starting with their own Chatbot?

Patience! That’s my top recommendation. If you’re about to launch a chatbot for your business, be patient in getting it off the ground. I mean this from an administrative perspective, as well as from the point of view of making sales, and managing and optimizing the chatbot. It is all part of a multi-faceted process that takes time and often feels difficult, but the satisfaction in knowing that you’ve built and implemented a chatbot on your own is well worth the wait.