How Customer Experiences are Transforming Healthcare
The healthcare sector has drastically shifted towards a customer-centric approach in recent years. While that may sound like good news, here’s the flip side – over the years, the healthcare industry has consistently been ranked as one of least customer-friendly sectors.
High costs, indifferent staff, long waiting times, and a perennial shortage of medics – the list of ailments plaguing the healthcare sector seems to be endless. And with the rise of today’s highly aware, always-connected digital natives, the need for innovative and cost-effective ways to deliver patient-centric, technology-enabled services is more than ever.
Today’s customers don’t judge their healthcare experiences on the traditional criteria of cost, reputation, and service quality. They expect a connected, reassuring engagement with your brand throughout their customer journey. Personalized customer experiences are a priority for customers and healthcare providers must prepare to meet this demand.
Here are some basic questions every healthcare provider needs to ask before they get started on their journey to create seamless, targeted, and relevant customer experiences − Do prospective customers and existing patients have easy access to the information they need? Is our brand present and engaging customers across all channels? Do our customers receive timely and personalized communication throughout their customer journey?
More importantly − how can you ensure that your brand consistently delivers personalized and targeted omni-channel experiences to not just attract and engage customers but keep bringing them back?
Let’s look at the 3 key areas you must focus on to attract, engage, convert, and retain the modern-day healthcare customer.
Personalization is at the core of effective customer experiences. Hospitals should be able to provide patients with their complete health profile, consultation track record, and engagement history. Instead of having to navigate through a complicated web of healthcare staff, patient information should be easily accessible so the right treatment options, preventative care, and recommendations can be made. Are you prepared to implement this level of personalization?
The ideal healthcare customer experience is not just personalized but also swift, automated, and highly efficient. Healthcare of the future will include automated systems that can comb through huge amounts of data in real time to provide the best patient experience. Data from various sources – ranging from post-visit feedback surveys and to preferred visiting schedules to predictive diagnosis and preventative action will be leveraged to create an experience like never before. Do you have the tools to leverage data to drive automated diagnoses?
Improving Internal Operations
Perhaps the biggest business challenge for healthcare providers is to improve their internal operations. This includes reducing response time, decreasing abandoned calls, enhancing digital presence, facilitating unified access to patient information, driving automated interactions or chat-bots, and more. These challenges can be adequately addressed by implementing the right customer experience technologies. The technology will empower agents with real time information and will allow them to serve the patients better.
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