How Zceppa Helped Increase Patient Enquries & Walk-ins from Google Business Messaging
135-Bedded NABH Accredited Multi-Speciality Hospital in Ranchi
Key Metrics
1500+
New Google reviews using Zceppa
2X
Increase in leads and walk-ins
40%
Increase in conversions
200X
ROI delivered
Background
Smartphone penetration has digitized the entire patient journey today, and online reputation and engagement are key drivers of patient choice. Hyperlocal searches drive the discovery of products and services in healthcare, with consumers looking for providers in a specific geographic area.
It is pertinent to note that consumer searches for doctor/specialty/conditions outnumber direct hospital searches.
Credibility, authority, and relevant content on social media is an important signal to prospective leads in the healthcare industry.
2/3 of Healthcare searches
Are location-specific ‘Near Me’ searches
89% of Healthcare searches
Start on Google
> 50% of Healthcare searches
Lead to consumer action within 24 hrs
Challenges – Lack of a seamless chat Inbox from Google
No focus on the top drivers of digital discovery, decision-making, and engagement.
The business did not have any strategy to tap into consumers searching for doctors & specialties.
Discovery
Digital Presence – No doctor/specialty listings on Google → Affects organic discovery during search, resulting in lost high-potential leads & patients.
Decision Making
Online Reputation – No mechanism to regularly get patient reviews on Google at the hospital and doctor level. Lack of a solution to manage reviews in a scalable manner- responding to all reviews on time → Impacts discovery & patient choice.
Solution – Chat Inbox for Google Business Messages APIs
Zceppa’s discovery products ensured an increase in patient enquiries and conversions in 2 actionable steps
Zceppa Reviews enabled hospitals, doctors, and specialties to consistently get and respond to patient reviews on Google at scale. Leaderboard, goal-based approach, and gamification helped improve customer service team performance and responsiveness, ensuring consistent org-wide review management process.
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