This presentation mainly focuses on live chat systems as they pertain to HIPAA compliance and the health care system as a whole. How can you have patients communicate with your quality or support department with adequate security and efficiency. Though, this is specific to healthcare, this information can be extrapolated beyond healthcare to any SMB. This live chat system is really designed to help users identify with the support team by allowing immediate, recorded access to the support department without having to dial any numbers. The live chat systems are designed to sit on the website and provide a way of communication with the organization directly through the website. This is a unique and effective way to get in touch with patients, but must be PCI and HIPAA compliant. Contact info@lodoweb.com for additional details on how you can implement this for your company. Some options are Click Desk - Allows Skype call with Invoxwidget Live Chat Inc Live Help Now Olark Velaro Proprietary Software Contact info@lodoweb.com for more information

1. Preliminary Investigation

2.  On screen, web based chat platform for
patients/customers enabling instant access to
communication and an unprecedented level
of support.

3.  Easy to Integrate
 Set yourself apart
 Customer Service is becoming a main focus
for many companies (Zappos, Amazon)
 Worldwide support access for patients and
agents
 Better tracking, statistics and metrics on
patients and agents
 Better service monitoring of agents
 Auditable Paper Trails and Chat Logs
 Agent Performance rating

4.  Click Desk
◦ Allows Skype call with Invoxwidget
 Live Chat Inc
 Live Help Now
 Olark
 Velaro
 Proprietary Software

6.  Chat Transcripts
 Custom Reports
 Language localization
 Offline support
 shortcut messages
 SSL
 Transfers
 Widget Customization
 Agents can respond in
mobile and IM
 Answer site visitors
 Domains
 Live Chat Email Help
Desk, Voice Chat and
Social Toolbar
 Multiple Operators
 Unlimited Departments
 Up to 5 Concurrent
Chats
 Visitor Info

8.  Chats
 Archives
 Customization
 Applications
 Social Media
 Engage your users
 Feedback
 Languages
 Integrations
 Reports
 Mobile Ready
 E-Commerce
 Management
 Monitoring
 API
 SSL

9. Used by Pfizer

10.  Click-to-Chat/Click-
to-Call
 Fully Customizable
 Geo & Content
Targeting
 Inline/Pop-Up Chat
Windows
 Mobile Support
 Multi-Site
Engagement
 Proactive Chat Invites
 Social Logins
 Unlimited Sites

12.  Chat from your favorite IM client
 Mobile Device Support
 Operator Initiated Chat
 Incredibly Fast Email Support
 Conversation Transcripts
 International Support
 Visitor Details
 Offline Messages
 Infinite customization options
 Chat Statistics

13. Velaro ClickDesk Olark Live Chat Inc
Click-to-Chat/Click-to-Call ClickDesk Live Chat 15 Max Operators Applications
Click-to-Chat IM Integration - Skype Monthly conversations Canned responses
Click-to-Call Webchat CRM & Helpdesk Integration Agent rating
Simple Quick-Start Wizard Visitor info Concurrent chats Visitor details
Pre & Post Chat Surveys Chat Transfer Phone support Multiple website support
Basic Branding & Customization Chat Conferencing Operator groups Concurrent visitors tracking 400 Max
Dept & Skills Based Routing Visitor identity White label Transfers
Customizable Buttons & Chat Windows Concurrent Chats SSL Intelligent chat routing
Premade Messages Proactive Chats Conversation transcripts Work scheduler
Push-Page & Agent-to-Visitor File Transfer Shortcut messages Hide Olark unless an operator initiates a chat STATS AND REPORTS
Advanced Branding & Templating Chat history Pre-chat name/email survey Daily Summary
Co-Navigate Website with Visitors IM Integration - Gtalk Hide when offline Basic chat statistics
Advanced Workflow & Queue Based Routing Livechat - Mobile Ready Hide on close Data collection via API
Remote Desktop Session Social Toolbar - Facebook Chat statistics and reports Group statistics
Reporting Social Toolbar - Twitter Custom CSS On-demand reporting
Standard Reporting Persistent Chats Standard Olark features ENGAGEMENT
Comprehensive Survey Reporting Sound Alerts Use any desktop IM client Automated greetings
Multi-Step Conversion Tracking Customization Mobile device support Personal greetings
Advanced Contact Center Reporting Custom forms Use Google Talk Efficiency measuring
Third Party Integration Chat bar Colors Google Apps for Your Domain integration SECURITY
Real-Time Visitor Monitoring Language Localization Attention Grabber image 256-bit SSL secured connection
Real-time Visitor Page Navigation History Agent Picture Setup Welcome Assistant proactive chat Agents’ IP restriction
Advanced Geo-targeting Eye catchers Operator-initiated chat CUSTOMIZATION
Search Engine & Keyword Reporting Chat transcripts (Email) Visitor details Chat window design
View Previous Chats & Survey Submissions Online/Offline Images Offline messages Pop-up/embedded chat window
Advanced Off-line Visitor Reporting Offline form Incredibly fast email support Custom graphics
Third Party Application Integration Prechat form Customize/internationalize all text Multiple languages
Transaction Tracking Voice Chat Customize colors and themes Multi-brand customization
Intelligent Engagement 40+ Local Access Numbers Google Analytics integration MANAGEMENT
Proactive Chat Rules & Triggers Browser Phone Javascript API Agent roles
Real-time Alerts & Notifications Help Desk NEW Groups
Advanced Proactive Chat Invitations Automation Supervision
Customer Segmentation Macros INTEGRATIONS
Content Targeting Transfer Ticket API
Security & User Management Tags Social media
256-bit SSL Security Canned Response Notifications
Role Based Security Import Tickets ARCHIVES
IP Address Blocking Integrations, Plugins & API Chat history
1 Free Administrative License API E-mail transcripts
Enterprise Security & Password Management Integrations Missed chats
Unlimited Named Accounts Plugins
Custom Integration Reports & Analytics
Automated Data Exchange to Your Apps Custom Stats Report
Developer API Access Daily / Weekly / Monthly Chat Reports
Extended Desktop Integration Security and Access
Success Management SSL encryption
Customer Support Access SLA
Customized Training ClickDesk Customer Service
Success Manager Access Phone Support
Success Reviews Chat Support
24x7 Emergency Support Email/Ticket Support
Service Level Agreement (SLA) Email/Ticket Support
Daily / Weekly / Monthly Chat Reports
Security and Access
SSL encryption
SLA
ClickDesk Customer Service
Phone Support
Chat Support
Email/Ticket Support
Contact for Price 24.99/Agent/Month $219.00/Month $59/agent/month

14.  Can be Costly
 Custom Metrics
 Custom Platform
 Fully integrated within the company
 No outside access
 Privacy Guaranteed

15. https://livechat.gsk.com/content/Health/liveChat/live-chat-uk-
hcp.html?name=Carlos%20Santos&queue=Other&product=Zinacef

16. https://www.pfizermedicalinformation.com/content/Contactus_mai
n.aspx

17.  https://www.merckvaccines.com/is-
bin/INTERSHOP.enfinity/WFS/Merck-
MerckVaccines-Site/en_US/-
/USD/ContactUs-
LiveWebConference?WT.svl=5

18.  Zappos.com
 Amazon.com
 GSK
 Mereck

19. In the US, besides Pfizer, there is no other
company offering Live Chat support especially
in Product Quality

20. Pros Cons
Another Avenue of Customer
Service
Privacy concerns
Faster patient response time Screenshots and HIPAA concerns
One agent can chat simultaneously
with many patients
Less personalable
Caters to younger demographic Caters to younger demographic
Cutting Edge Support Chats may be unintentionally
ignored by agents
Faster complaint turnaround time Difficulty confirming patient
information
Call volume can decrease
Avoid transfers to multiple
departments
Patient can intelligent ally access
all departments needed based on
the query
Cost Effective to implement