Din Hälsa
More focus on the patient. The conversation still continues.
At the Din Hälsa vaccination clinic in Västerås, Maria Nordin and her team need to be present for the patient in the room. Meanwhile, other customers are calling with questions. Together with Nomar, the clinic found a way to capture those conversations when staff can’t answer.
When calls compete with patient appointments
For Maria, availability was an important part of a customer’s choice of clinic. When the team was busy with patients, incoming calls could go unanswered. Calling back took time, and sometimes the customer had already contacted another clinic.
The challenge was to give patients full attention while also giving callers a way forward. The clinic needed support with customer conversations that fitted its existing working day.
First Missed Leads. Then Webchat.
After meeting Nomar at a business fair, Maria chose to try Missed Leads. The clinic explained its needs and Nomar handled the setup. In her customer story, Maria describes getting started as straightforward.
Missed Leads gave callers a response by SMS when staff couldn’t answer the phone. Webchat was then added to help visitors who preferred to get in touch on the website. Both channels became part of the clinic’s customer communication.
A calmer working day and personal support
In her story, Maria highlights less administration and stress. The customer gets an initial response, while staff can follow up when they have time. The conversation doesn’t have to end with an unanswered call.
She also highlights the personal support: a short call or message to Nomar is enough to discuss questions and adjustments. Her advice to other businesses struggling to answer calls is to try Missed Leads.
“If we don’t answer the phone or let the customer know we’ll call back, they choose to call another number.”
