Case Study: Piedmont Healthcare achieves a 70% decrease in bounce rate with Loyal Health's Guide

Piedmont Healthcare Achieves a 70% Decrease in Bounce Rate With Guide

Piedmont Healthcare, a private not-for-profit health system serving 2 million patients across Georgia, wanted a better way to address patient needs on its website after seeing a 70% bounce rate. The organization turned to Loyal Health to help improve the online patient experience and reduce friction for visitors looking for answers.

Loyal Health implemented Guide, its AI-driven chatbot and live chat solution, across 15 high-traffic, high-intent pages such as Piedmont Now, Bill Pay, Locations, and ER Wait Times. In less than a year, the program drove nearly 30,000 conversations, achieved a 3.3% engagement rate—2X the average live chat rate—cut bounce rate by 70%, reduced billing team response time to live support by 85%, and had 80% of questions handled entirely by AI.

Piedmont Healthcare

Matt Gove

Chief Consumer Officer