Busy Dental Practice Secures New Patients with HelpSquad

This case study documents the experience of Imagine Advanced Dental Arts (IADA), a dental practice in Lawrenceville, NJ, which serves over 5,000 active patients. The practice faced challenges during the COVID-19 pandemic, including high patient demand and limited staff availability. Patients frequently inquired about insurance, office hours, policies, and appointment rescheduling, which strained the existing staff. To address these challenges, IADA partnered with HelpSquad to implement 24/7 live chat support. HelpSquad's agents managed patient inquiries, assisted with appointment scheduling, and provided proactive online support. This partnership not only reduced the burden on office staff but also improved patient communication and satisfaction. As a result, IADA secured over 30 new patients per month through website inquiries, while also freeing up office staff to concentrate on patient care and reducing stress during peak demand periods. The case study illustrates the effectiveness of integrating external support services in a busy healthcare environment.