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Instant and personalized communication with patients is crucial for healthcare organizations today. Live chat software enables medical facilities to provide real-time assistance to patients right on their website.
Not only does this allow patients to get their health-related questions answered instantly, but it also reduces phone calls into overloaded call centers. Implementing live chat can improve patient satisfaction, build loyalty, and potentially increase revenue down the line.
However, not all live chat platforms are optimized for the unique needs of the healthcare industry when it comes to compliance, security, and features.
That’s why it’s important to vet different software options thoroughly before choosing one for your organization. In this article, we will discuss the key factors to evaluate when selecting live chat software for healthcare websites.
We will also recommend the top tools that stand out with HIPAA-compliant messaging, strong encryption, audit logs, and other essential capabilities for medical facilities. By the end, you’ll have a clear picture of the best live chat solutions to interact with patients in real-time while meeting industry
7 Best Live Chat Software for Healthcare at a glance
| Software | Pricing | Key Features for Startups |
|---|---|---|
| ThriveDesk | Starts at $25/month | Easy-to-use for healthcare industry, real-time translation, AI-powered editor, secure infrastructure (2FA, GDPR) |
| Rocket.Chat | Starts at $4.60/user per month | Omnichannel communication, API availability |
| OhMD | Starts at $200/month (Free plan available) | Two-way texting, automated messages, video visits, EHR integrations |
| Twilio | Custom pricing | Visitor behavior tracking, lead qualification, personalized assistance, HIPAA compliance |
| Trillian | Starts at $3.33/month | HIPAA-compliant messaging, group messaging, secure file sharing |
| Medchat | Custom pricing | Intelligent automation, multi-channel communication, live chat assistant |
| Pabau | Custom pricing | Appointment management, patient records, automated communication, video conferencing |
7 Best Live Chat Software for a Healthcare In Depth
ThriveDesk
ThriveDesk provides a feature-rich live chat platform designed for healthcare organizations. Our intuitive software makes it simple to engage patients in real-time conversations on your website and mobile app.
With robust collaboration tools, deep integrations, and insightful analytics, ThriveDesk empowers your staff to deliver instant, personalized support around the clock. Chatbots and mobile apps help drive 24/7 assisted service.
ThriveDesk is engineered with strong security foundations, including strict access controls, infrastructure hardening, and end-to-end 2048-bit TLS encryption.
By driving increased patient engagement on your digital properties, ThriveDesk makes it easy to build loyalty and capture more leads. With healthcare-optimized features, intuitive interface, and affordable pricing, it’s an ideal live chat choice for healthcare.
Key features of ThriveDesk:
- Easy to Use: Both your staff and patients will find the intuitive interface simple to navigate.
- Mobile Compatibility: Patients can connect with your practice conveniently, anywhere, and on any device.
- Shared Inbox: Shared inbox and slash commands streamline collaboration across departments.
- Multiple Agent Logins: Ensure efficient response times by allowing multiple healthcare professionals to handle chats simultaneously.
- Collaborative Live Chat: Facilitate seamless teamwork among healthcare professionals, allowing them to solve complex issues together while keeping patients informed of the progress.
- Integrations: Connect ThriveDesk with various software tools your practice already uses to streamline workflows.
- Knowledge base integrations (docs): Store and share helpful medical information directly from live chat.
- Chatbots: Set up chatbots to provide automated assistance.
- Canned responses: Pre-set and also customizable response templates to reply to recurring issues.
- Customizable Chat Widget: A customizable chat widget provides a personalized experience aligned with the healthcare organizations brand image.
- Real-Time Translation: Real-time translation breaks down language barriers when assisting international patients.
- Help articles inside Assistant: Provide self-service options for patients with readily available knowledge base content within the chat window.
- Chat + Email: Maintain patient engagement by seamlessly transitioning from live chat to email communication, ensuring no inquiry is left unanswered.
- AI Powered: Leverage AI for improved support efficiency through task automation, personalized recommendations, and faster problem-solving.
- AI-powered Editor: AI-powered corrections help healthcare professionals communicate effectively and avoid errors when talking to patients.
- Automation: Reduce support volume and enhance patient satisfaction with automated responses and chatbot functionalities.
- Notifications: Stay informed with real-time notifications for both staff and agents, ensuring everyone is kept up-to-date on conversations and chat requests.
- Lightweight and High Performance: ThriveDesk Assistant utilizes a lightweight design and top-tier content delivery network to ensure smooth operation and maintain optimal website performance without impacting search engine rankings.
- Secure Infrastructure: Servers utilize the latest security patches and run in EU regions with firewall protections, DDoS prevention, and more.
- Access Controls: Strict employee access controls and permissions to safeguard customer data.
- End-to-End Encryption: All data transmission and assets are encrypted using strong 2048-bit TLS.
- Compliance: ThriveDesk provides customers full control over their data.
- Granular Analytics: Granular analytics provides actionable insights on common inquiries, resolution times, and agent performance.
- Cost-Effective: ThriveDesk offers a budget-friendly option compared to some healthcare-specific solutions.
- Scalable: ThriveDesk can easily adapt as your practice grows to accommodate increasing patient volume.
| Pros | Cons |
|---|---|
| Intuitive and easy-to-use platform requires minimal training | Integrations may require developer help |
| Real-time translation, AI-powered editor, and shared inbox enable personalized and efficient interactions | Lack of native mobile alerts |
| Saves time by enabling patients to schedule appointments directly through the chat | |
| Robust security protocols to safeguard data | |
| Affordable pricing plans |
ThriveDesk Pricing:
| Starter | $25/month (4 seats) |
| Plus | $49/month (10 seats) |
ThriveDesk’s pricing plans are fair and competitive. The company offers a variety of plans to suit the needs of businesses of all sizes
With robust live chat capabilities, omnichannel integrations, and customization options, ThriveDesk enables smaller healthcare businesses to deliver exceptional real-time support, nurture doctor-patient relationships and facilitate a smooth post-service experience – ultimately driving growth through improved resolution and loyalty.
Rocket.Chat
Rocket.Chat is a HIPAA-ready messaging platform built specifically for healthcare organizations to securely communicate with patients, staff, and partners. It centralizes conversations under one omni-channel platform with voice, video, SMS, chat, and social media integration.
Key features of Rocket.Chat:
- Secure Communications: HIPAA compliance and end-to-end encryption to protect patient privacy
- Omnichannel Platform: Omnichannel communication via voice, video, SMS, chat, social media
- API availability: Chat API for automating patient outreach
- Workflow automations: Smart workflows to streamline tasks
- Patient History: Full patient conversation history
| Pros | Cons |
|---|---|
| Improves patient experience and engagement | Can have a learning curve for some users |
| Free plan available | Additional custom development may be required |
| Increases efficiency and provider collaboration | Monthly subscription fees per user |
| Reduces costs associated with data breaches | |
| Customizable platform specific to healthcare needs | |
| Available as self-managed or cloud deployment |
Rocket.Chat Pricing:
| Starter | $0 |
| Pro | $4.60/user per month |
| Enterprise | Custom pricing |
OhMD
OhMD is a HIPAA-compliant patient communication platform designed to help healthcare practices securely interact with patients via text messaging, video visits, web chat, and more. It integrates texting capabilities directly into a practice’s phone number to enable seamless two-way conversations with patients.
Key features of OhMD:
- Two-way SMS texting: Communicate with patients directly through your practice phone number, eliminating phone tag and missed connections.
- Automated messages: Schedule and send automated reminders, appointment confirmations, and other messages to save time and improve efficiency.
- Broadcasts and reminders: Send targeted messages to specific patient groups or your entire patient base for important announcements, recalls, or educational content.
- Forms, surveys, and file sharing: Securely collect patient information, conduct satisfaction survey, and share files through the platform.
- Video visits: Offer convenient virtual consultations for patients who prefer remote care.
- Live website chat: Provide real-time support to patients visiting your website.
- HIPAA compliance: Ensure patient privacy and security with HIPAA-compliant messaging and data storage.
| Pros | Cons |
|---|---|
| Free plan available | Staff may need training to learn the platform and utilize its features effectively |
| Offers patients a convenient and preferred way to communicate, leading to increased satisfaction and loyalty | Overuse of automated messages or broadcasts could lead to patient annoyance |
| Reduces phone calls and automates tasks, freeing up time for patient care and other critical tasks | Customization options for the platform might be limited |
| Streamlines communication channels and integrates with existing systems | |
| Timely communication and reminders can lead to improved medication adherence and overall patient health outcomes | |
| Increased patient satisfaction and positive reviews can attract new patients and boost practice revenue |
OhMD Pricing:
| Basic | Free |
| Reach | $200/month |
Twilio
Twilio empowers healthcare and life science organizations to deliver human-centered digital health experiences at scale. Their proven platform offers a full suite of APIs and tools for building HIPAA-compliant communication solutions that prioritize patient engagement and experience.
Key features of Twilio:
- Visitor Behavior Tracking: Tools enabling granular tracking of visitor clicks, journeys and referrals for targeted engagement
- Lead Qualification Automation: Rules triggering customized chat invitations when prospects meet conversion criteria
- Personalized Real-Time Assistance: Tailored, branded chat boxes with automation expediting relevant responses
- Support Staff Optimization: Features empowering monitoring, feedback and enhanced collaboration between agents
- Unified Cross-Channel Analytics: Comprehensive reports compiling engagement rates, resolutions and ROI across channels
- Expanded Platform Integrations: Suite of add-ons and over 40 native integrations with leading marketing and sales tools
| Pros | Cons |
|---|---|
| Offer convenient and personalized communication, leading to better patient experiences and outcomes | Integration and customization of Twilio solutions might require technical expertise or development resources |
| Automate tasks, streamline workflows, and reduce manual interventions | The wide range of features and functionalities could be overwhelming for some users |
| Deliver targeted interventions and reminders to support chronic condition management and promote wellness | |
| Easily adapt solutions to evolving needs and patient preferences | |
| Analyze chat volume, satisfaction scores, and agent activity for actionable insights | |
| Ensure patient data privacy with HIPAA-compliant features |
Twilio Pricing:
Twilio has fairly intricate pricing. Please check the pricing page on their website to get a better idea.
Trillian
Trillian is a secure messaging platform designed specifically for healthcare organizations. It offers HIPAA-compliant communication features for care teams, allowing them to collaborate effectively while prioritizing patient privacy and data security.
Key features of Trillian:
- HIPAA-compliant messaging: Encrypt messages at rest and in transit, ensuring data security and regulatory compliance.
- Multiple client options: Access communication through desktop applications for Windows, macOS, and Linux, as well as mobile apps for iOS and Android.
- Group messaging: Facilitate collaboration among care teams by creating persistent group chats for specific departments or patient cases.
- Secure file sharing: Share images and documents securely through the platform, with options to prevent saving files locally and protect against accidental PHI disclosure.
- Urgent messages: Prioritize critical information and ensure immediate attention with features like push notifications and breaking through Do Not Disturb settings.
- Administrative controls: Manage user accounts, set data retention policies, and configure security settings according to organizational needs.
- Optional on-premises server: Maintain complete control over data by deploying Trillian Server within your own infrastructure.
| Pros | Cons |
|---|---|
| Helps healthcare organizations meet HIPAA requirements and ensure patient data privacy | Users may require some training to become familiar with the platform’s features and functionalities |
| Facilitates collaboration and information sharing among healthcare professionals | Overuse of group messaging or chat features could lead to information overload for care teams |
| Offers desktop and mobile options for convenient access and flexibility to work environments | While a free version exists, it may not offer all features needed by healthcare organizations |
| Streamlines workflows and reduces reliance on multiple communication channels | |
| Adapts to the needs of organizations of various sizes |
Trillian Pricing:
| Individual Free | $0 |
| Individual Pro | $3.33/month |
| Business | $3.99/user per month |
| Enterprise | $7.99/user per month |
The minimum number of users in all the paid plans is 5 users. The above pricing are applicable for 5 users.
Medchat
Medchat is an intelligent automation platform designed specifically for healthcare organizations. It utilizes AI-powered “autonomous agents” to handle various communication tasks, reducing call volume, improving efficiency, and enhancing patient experiences.
Key features of Medchat:
- Intelligent automation: Leverages AI to automate common healthcare communication tasks such as patient triage, appointment scheduling, insurance verification, medication refills, and more.
- Multi-channel communication: Supports communication across various channels, including phone, text messages, and live chat.
- HIPAA compliance: Ensures data security and privacy compliance with healthcare regulations.
- Reporting and analytics: Provides real-time insights and reports into the performance of automation workflows.
- Live chat assistant: Integrates AI to assist live agents, improving their productivity and efficiency.
- Scalability: Adapts to the needs of organizations of various sizes and complexities.
| Pros | Cons |
|---|---|
| Lowers operational costs by automating repetitive tasks and reducing reliance on human resources | While automation can improve overall efficiency, it may also lead to job losses in specific areas |
| Streamlines workflows and reduces call volume, allowing healthcare staff to focus on more complex tasks | Requires reliable technology infrastructure and expertise to operate effectively |
| Provides efficient and timely communication, reducing waiting times and improving patient satisfaction | Raises concerns about potential data privacy breaches and ethical considerations around AI use in healthcare |
| Automates tasks and empowers live agents, leading to improved overall productivity | |
| Provides valuable data and insights to optimize workflows and improve overall performance |
Medchat Pricing:
Contact Medchats sales team to get a quote. They offer only custom pricing.
Pabau
Pabau is a cloud-based clinic management software designed to streamline daily operations for medical practices of all sizes. It offers a comprehensive suite of features to manage appointments, patient records, finances, marketing, and staff, eliminating the need for multiple software solutions and paper-based processes.
Key features of Pabau:
- Appointment management: Schedule appointments, access patient details, and manage online bookings through a user-friendly calendar system.
- Customizable forms: Design custom intake forms, questionnaires, and consent forms, with automatic data integration into patient records.
- Appointment reminders: Reduce no-shows with automated appointment reminders via SMS or email.
- Deposit management: Secure deposits at booking and implement no-show fees to minimize financial impact of missed appointments.
- Photo capture and storage: Easily document treatment results with before-and-after photos stored securely within the system.
- Patient portal: Empower patients with a secure online access portal to view booking history, treatment records, and invoices.
- Multiple integrations: Enhance functionality by integrating Pabau with various third-party applications.
- Video conferencing: Offer remote consultations and expand your reach to patients globally through integrated video conferencing features.
- Data-driven insights: Generate reports and utilize data to gain valuable insights for smarter business decisions.
| Pros | Cons |
|---|---|
| Streamline workflows, automate tasks, and reduce time spent on administrative work | As with any cloud-based software, there’s always a potential risk of data breaches despite Pabau’s security measures |
| Offer a convenient and paperless patient journey with easy appointment bookings, online access, and secure communication | While Pabau offers a free trial, most features require a paid subscription, which might not be suitable for all budgets, especially smaller practices |
| Reduce no-shows, encourage repeat bookings, and manage finances efficiently | Although Pabau claims to be user-friendly, some users may require time and effort to become familiar with the platform and its functionalities |
| Gain valuable insights from patient data to optimize business strategies and improve performance | Integrating Pabau with various third-party applications might require technical expertise or involve additional costs |
| dapt to the growing needs of your clinic without needing new software |
Pabau Pricing:
Contact Pabaus sales team to get a quote. They offer only custom pricing.
Choosing the Right Live Chat for Healthcare
Selecting the right live chat software is crucial for healthcare organizations to securely and effectively communicate with patients in real-time. The platform must check all the boxes when it comes to compliance, security, features, and more.
Of the solutions discussed, ThriveDesk stands out as a particularly compelling option for medical facilities. It offers an intuitive and easy-to-use platform with robust collaboration tools, deep integrations, and insightful analytics.
ThriveDesk also utilizes strict security protocols, including end-to-end encryption, secure infrastructure, and access controls to safeguard sensitive patient data. The affordable pricing plans make it accessible for organizations of all sizes.
For medical facilities looking to boost patient engagement on their website and mobile app, ThriveDesk makes it simple to deliver instant and personalized support. By facilitating efficient doctor-patient relationships, it can drive loyalty, capture more leads, and support business growth.
While platforms like Rocket.Chat, OhMD, and Trillian also have merits, ThriveDesk provides a well-rounded live chat solution tailored for the unique needs of healthcare organizations. For most medical facilities, it represents an ideal starting point before evaluating more specialized or expensive options.
