Who owns and manages the chat business?

OrthoChats was founded by Scott Hansen, manager of an Inc. 5000 practice. He wanted to use online chat to capture more new patients from his website while also delivering an outstanding online patient experience. After exploring options to outsource chat for his practice, he found that all of the options were cookie-cutter solutions using outsourced chat agents. Because quality was so important to Scott, he called up a group of leading doctors and tested the idea of in-house chat exclusively for them. Naturally, other doctors wanted the service too :).

Scott continues to play an important day-to-day role in the operations and training of the specialists. Having an industry insider conduct training creates extraordinary value for our clients. You won’t find that anywhere else.

How scripted are the conversations?

At most chat agencies, the conversations are designed to follow a pattern and a formula. Most conversations look the same and the chat agents do a lot of copy-paste with relatively little knowledge of the practice. That’s why most practices’ online chats feel like you are speaking with robots.

At OrthoChats, we understand that your practice is unique in its brand representation. Because each practice is unique and each conversation is unique, we pay special attention to our unique scripted responses. We customize each message to your patients so that we can have an organic conversation using the robust practice profile we create before launching on your site. In other words, your patients will feel like they are talking with a staff member at your office, not a robot.

Are the agents chatting for my office employed in-house or contracted?

In-house agents are a must when choosing a chat service. Most chat services outsource their agents overseas. When that happens, not only does the quality suffer, but requests for changes and improvements are difficult to apply and sometimes get ignored. To contrast, you will know all of our OrthoChats specialists by name. We will be the people answering patient questions and representing your practice.
Does quality matter to you? If so, in-house is the way to go.

Do you have example chats?

Sure thing! Shoot us an email and we will be happy to send you countless example chats. Don’t believe how awesome our smile specialists really are? Ask us for chats that happened this week! We will pull together a custom report just for you which includes chat transcripts from the immediate past.

Who are five people I can speak with for a reference?

Please email our team and we will provide you a list of references. Need 10 or 20 references, just ask. We serve over 1500 markets and our client retention is 99%.