Large, Regional Health System Increases Conversion Rate by 81%
A major health system replaced their existing search tool with DexCare’s intelligent matching that understands patient intent. The payoff: 35% more completed bookings and zero dead ends for patients.
Snapshot
- 35% increase to booking completion rate
- 81% higher total conversion rate
- 100% of searches now return providers
The Story
Consumers expect an intuitive search experience when they visit a health system’s website. Modern search gives visitors the control to pinpoint care without the unnecessary hurdles of legacy tools. A large health system saw an opportunity to help its customers more easily find and select care. They were seeking a single point of access to better match search intent with relevant, real-time results.
The health system’s digital team partnered with DexCare to implement Omni Search. Omni Search is a natural language search interface that retrieves the most relevant, available care based on customer search intent. Results are prioritized by proximity to the patient, as well as by providers with capacity appearing above the fold, to further promote relevancy.
Results
Since implementing DexCare’s Omni Search capability, it’s much easier for consumers visiting the health system’s website to find location, provider, or telehealth options from a single search bar. Search results are always relevant, and serve up available appointments in real-time which increases conversion and booking.
Consumers can search and self-select care based on a single keyword or phrase. Search results are sorted by availability, and match customer needs. This has improved the overall experience, greatly reduced dead ends, and presents choices to consumers.
The health system has achieved the following quantitative improvement metrics with DexCare.
increase to booking completion rate
higher total conversion rate
of searches now return providers
“Search is the backbone of any great experience, and Omni Search goes beyond basic keyword results to deliver precise, real-time options based on user intent. The addition of Omni Search has led to more appointments booked and more patients served, while balancing our capacity.”
Senior Director, Digital Marketing
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