The addition of digital tools in the healthcare industry is changing the connected experiences of patients, care teams, and administrators in a way that delivers more empathy to the customer journey. The COVID-19 pandemic has made managing high volumes of patient interactions a larger obstacle with its ever-changing protocols. Tools like telemedicine have seen a huge spike in users during this time, becoming a standard, and providing connection while still being socially distanced.
Healthcare companies have seen a significant increase in the demand for digital interactions. Email and webchat are channels that patients expect in their healthcare services. With the COVID-19 pandemic, this has become even more necessary, as well as services like telemedicine, that offer socially distanced care.
90% of healthcare service interactions are over the phone, but there are an increasing number of services being provided online that customers expect. Offering both allows clinicians the opportunity to provide in-the-moment support. This gives the kind of customer experience that builds trust in your brand.
Personalization of the customer journey helps to develop end-to-end patient experiences that keep sentiment positive. The most strategic move healthcare companies can do is use data and AI to better understand customers. This will lead to better health outcomes, decrease costs, and increase profitability.
Empower Your Workforce With The Right Tools
Staffing is a huge issue, especially after the onset of the COVID-19 pandemic. Interactions have increased because of it, as well as added stress, which has resulted in a higher turnover rate. Enabling staff with the right tools allows them to offer a CX experience that is equal parts speed, security, accuracy, and empathy. DiRAD has the solutions to enable this with voice, chat, data analyzation, and more.
Download “The State of Customer Experience in Healthcare” here to learn more.