Øjenklinikken Hørsholm specializes in diagnosing and treating eye diseases, vision correction surgery, and cosmetic eyelid surgery.
Before the eye clinic began its collaboration with Weply, it was possible to contact them by email and phone between 8-16 on weekdays and write to them via a contact form on their website. With Weply's 24/7 staffed chat tool to supplement their existing communication channels, they had the opportunity to extend their opening hours so that they could also be in contact with customers outside regular office hours.
"Before we partnered with Weply, we had phone opening hours. But it was fairly limited because people were working. So the fact that you can extend your working hours by doing this collaboration in a chat function gives us more freedom and has been extremely valuable for us," says Communication and Marketing Manager at Weply, Lotte Ipsen.
The solution
Weply, therefore, makes sure that Øjenklinikken Hørsholm always has a personal presence on its website and is always ready to receive inquiries – even on weekday evenings and at the weekend. In addition, it also meant a lot to them that a real person was sitting and answering questions, not just a bot.
"Being told there is a consultant – it's not just a bot – makes a big difference. Partly for me as a customer, I feel I can deliver a product to our potential customers. But I can also see and hear from the response I get that it makes a huge difference," says Lotte Ipsen.
At Øjenklinikken Hørsholm, their personal Weply Customer Success Manager has also created tremendous value for them. They found that an eminent understanding of the business and the complex products they sell was quickly demonstrated. They could also feel this in the instructions given to the chat consultants so that they can provide relevant answers on behalf of the eye clinic.
"What we sell is quite complex. The way our Customer Success Manager managed to get the service under control and the way she communicated it to the chat consultants has been outstanding. I'm impressed," says Lotte Ipsen, Head of Communications and Marketing at Weply.
A win-win situation
For the Eye Clinic, Weply's strong focus on social influence was one of the decisive factors for choosing a chat system. The fact that Weply creates jobs for a group of people who need work is something that Lotte Ipsen believes is extremely valuable:
"That was clearly part of what made us choose Weply. It is super positive that they choose to work with people with a disability. After all, it is a target group that needs a job. And that you can sit wherever it suits, and provide value for us, this way - it's a win-win for everyone."
The result
After Øjenklinikken Hørsholm integrated Weply's chat tool on their website, they experienced an apparent increase in interest and gained several new customers. They now have a partner who ensures potential customers can have a personal dialogue regardless of the time of day. In addition, the possibility of extending accessibility from regular working hours to being online 24/7 has been very valuable.
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