BMI Healthcare Partners with Live Chat Software Provider Click4Assistance UK

The UK’s largest private hospital group, BMI Healthcare has adopted the Click4Assistance Live Chat software in order to improve online communications.

With 59 hospitals and treatment centres across the UK, 90% of adults with private medical insurance live less than a mile from a BMI hospital. Employing more than 9,500 staff members, treating 276,000 inpatients and day cases, along with 1.5 million outpatients a year, BMI achieve a 97% patient satisfaction rating of very good and excellent. How do they achieve such high standards?

Serious about health. Passionate about care.

This message exemplifies the ethos demonstrated by the organisation and is evident through patient satisfaction scores, identifying that clinical care and patient support go hand in hand. With this in mind, BMI began investigating Live Chat software  in order to improve customer experience online.

Following an extensive selection process where several providers were considered, Click4Assistance was chosen after demonstrating a resilient, robust, secure and intuitive solution.

BMI’s Head of Digital Solomon Degia says, “We are committed to improving the user experience on our web platform wherever we can, and Click4Assistance’s Live Chat solution is the latest tool we’ve made available to our audience. This solution is an elevated level of customer service, and will allow BMI Healthcare to provide real-time, precise, help and support to our online visitors. The support from Click4Assistance has been outstanding and the implementation has been seamless. ”

The teams from Click4Assistance and BMI have worked together to customise the visitor interface and configure an optimised solution.

Following a successful implementation on September 14th 2015, feedback from users has already been overwhelmingly positive.

“This is a great service, I was able to find out my answers whilst I was at my desk at work!”

“Has helped me identify options much quicker”

“This service is excellent…”

Visit BMI Healthcare to see the solution in action, and keep an eye on the changes planned to further innovate and improve the website, including responsive functionality.

Jill Stephens, Senior Account Manager at Click4Assistance says, “It is a pleasure to work with BMI. They are a dynamic company with a dedicated team who have a real commitment to excellent customer experience. We will be working closely to provide on-going support to the digital and customer services teams and are looking forward to continued development and innovation within a long term relationship.”

Helping clients to converse, monitor and engage with their customers, Click4Assistance is the UK's leading live chat provider, supplying bespoke online communications solutions to businesses of all sizes. The company is always one step ahead of expectations and ensures its partners are armed with the very latest technology, including cutting-edge web analytics tools, to maximise their ROI from the software they choose to implement. For more information please call 0845 123 5871 to speak to a member of the team directly.