Leveraging new opportunities with CX in healthcare
Many consumers consider interactions with the healthcare industry be complex, stressful, and confusing. Indeed, approximately 62% of people believe healthcare services are designed to be complex, and 66% are frequently frustrated by conversations with health companies.
However, like any service provider, healthcare companies rely on excellent customer experiences to thrive. In the private care environment, a better quality of service ensures loyalty from patients, and improves profitability. In the public healthcare sector, CX strategies improve the trust citizens have in the support their community can provide.
Increasingly, healthcare providers are beginning to recognise the importance of taking a human-centric approach to their services. Businesses are learning that better interactions and health outcomes are dependent on the right CX strategies.
Here are some of the top use cases for CX solutions in healthcare.
Telemedicine and remote patient services have grown increasingly common over the last couple of years. Healthcare organisations are discovering the value of replacing unnecessary face-to-face interactions with video conferences, calls, and even message-based consultations.
Notably, this diversified approach to service wasn’t just a temporary solution to the COVID pandemic. Industry analysis suggests investment in digital care technologies is on the rise for the future too. With the right solutions for serving patients across a range of channels, care providers can reduce expenses, connect with a wider range of consumers, and save crucial time.
However, enabling these multi-channel interactions will require the right technology. CCaaS (Contact Centre as a Service) solutions built for the healthcare landscape will be crucial going forward. These tools will allow healthcare providers to connect safely and securely with patients over voice and video, while collecting valuable data.
The right tools can even pave the way for disruptive innovations in the future. For instance, healthcare groups could begin to implement extended reality tools to assist their patients through mixed, virtual, and augmented reality.
An increasing global population, the rise of various health concerns, and changing consumer demands all place significant pressure on healthcare providers. Many organisations are already struggling to meet with requirements, particularly as talent shortages increase. The right CX solutions can help to improve the efficiency of the healthcare landscape, and reduce some of the pressure.
For instance, chatbot and self-service tools are beginning to gain significant attention in the sector. Many health providers are already rolling out automated chatbots capable of responding to common patient queries about medications or health issues. Some tools can also help with booking appointments automatically, sending reminders to reduce missed visits, and more.
Automation tools and bots can perform a host of repetitive and mundane tasks often performed by healthcare workers, like responding to questions or cancelling an appointment. This helps to minimise the strain on staff members who are already struggling to find enough time in the day. Bots can even check a doctor’s availability, process insurance claims, and securely store customer data.
Automation and bots are just one of the many ways CX solutions can assist in improving employee productivity in the healthcare landscape. The stress of the pandemic has led to massive turnover in health specialists and administrators, placing increased pressure on the employees leftover. The right CX solutions can empower and support staff in all avenues of the healthcare space.
CCaaS solutions, for instance, can provide administrative and reception-based staff with an all-in-one environment where they can manage patient requests and information. This reduces the need to jump between apps when scheduling an appointment, or responding to a concern.
Workforce optimisation and engagement tools can help to align multiple staff members in a healthcare landscape to improve business outcomes. Business leaders can automatically track staff schedules, request support from outsourced professionals when telemedicine requests increase, and track engagement levels to get ahead of staff burnout.
Even AI and self-service tools in the CX landscape can assist healthcare professionals, by making it easier for them to find and leverage crucial information during patient and colleague interactions. The result isn’t just better customer satisfaction, but enhanced employee experiences too.
Harvard Business Review notes that healthcare companies have the most customer information of any industry. Being able to leverage this data effectively can lead to a number of powerful outcomes for healthcare providers and communities alike.
With the ability to track patient requests and trends from multiple channels in one environment via a CCaaS system, healthcare providers can determine when certain health concerns are becoming a local issue. This can help providers to issue proactive support, and guidelines to patients at crucial times, to prevent a disease or issue from spreading.
The same tools can help private healthcare providers to track important information about how patients prefer to connect with specialists. This can lead to the development of more personalised and engaging services for patients, which leads to greater loyalty, profitability, and advocacy. With artificial intelligence tools to help leverage insights from large streams of data, teams can more rapidly pinpoint opportunities and trends.
According to a Genesys survey, 43% of healthcare leaders are already planning on using AI for customer understanding and personalisation.
Finally, CX solutions in the healthcare landscape can also go a long way towards reducing costs and improving ROI in the industry. Running a fast-paced and efficient healthcare organisation requires significant investment in today’s challenging landscape. The easiest way to find way of managing an ever-evolving budget, is with the right digital tools.
CCaaS solutions, for instance, can allow healthcare companies to reduce the costs associated with cleaning and maintaining consultation rooms for general care providers. When doctors and professionals can reach customers through video and audio conferencing tools, they don’t need a dedicated office space.
Automation systems and bots can reduce the number of receptionists who need to be available at all times to book appointments and manage queries. At the same time, workforce management and engagement tools can help to track potential issues with efficiency in the workplace, so teams can be as productive as possible in serving their patients.