by Chaitanya Chokkareddy
In the rapidly changing world of health care, delivering an effortless customer experience (CX) is crucial for organizations that strive to deliver world-class patient care. Establishing meaningful communication between patients and healthcare providers is critical to helping patients overcome their anxiety and stick to their treatment plans.
Across multiple use cases, we’ve found that being available to patients, throughout their journey, on a channel of their choice helps healthcare brands improve both satisfaction scores and patient outcomes.
With the growing popularity of WhatsApp, healthcare providers need a robust CCaaS platform on WhatsApp to deliver personalized communications and high-level patient engagement on this channel efficiently and at scale. From convenient appointment scheduling to personalized healthcare advice, these solutions drive better outcomes for both patients and healthcare providers.
Let’s dive into the transformative capabilities of the CCaaS platform on WhatsApp to reshape the future of customer experience in healthcare.
expedite appointments: WhatsApp offers a convenient channel for patients to book, cancel or reschedule appointments and home visits. Healthcare providers can integrate the CCaaS platform on WhatsApp with their CRM or HMS solutions to avoid conflicts and update schedules in real time. Automatic reminders for upcoming appointments with easy options to confirm or reschedule simplify the patient experience, reduce no-shows, and save hospital or lab staff time.
Personalize conversations to scale:WhatsApp’s CCaaS platform enables healthcare professionals to send personalized reminders directly to patients for medical refills, diagnostic tests, and post-care follow-ups. At any time, patients can seamlessly connect with healthcare advisors for questions and information, reducing questions and misinformation about their treatment, tests, and medications. Health care providers have found that this personalized approach significantly improves adherence to treatment.
Consistent Touch Point: In the healthcare industry, establishing familiarity and trust can go a long way toward improving patient outcomes. Many brands we work with have found that patients respond positively to a consistent touch point. They take advantage of our CCaaS platform on WhatsApp to connect patients with the same advisor every time they call or send a WhatsApp message. This helps deepen the relationship between patient and provider, increasing trust and loyalty.
Simplify patient care: The CCaaS platform on WhatsApp makes it easy for patients to book appointments and view test results and medical records from the comfort of their home. For healthcare brands, these automated communications reduce the number of inquiries your contact center handles, leading to reduced costs and increased efficiency. As a result, healthcare advisors are more available to provide high-touch engagement for complex inquiries, dramatically improving satisfaction levels. Hospitals and diagnostic laboratories use WhatsApp as a channel to reduce customer friction, especially when coordinating home visits. Lab technicians could speak directly to patients through masked phone numbers, using WhatsApp to coordinate addresses or visiting hours.
Improve results: Delays and miscommunication often translate into unfavorable results. By leveraging a CCaaS platform on WhatsApp, healthcare providers can automate responses to simple queries. The platform can also enable seamless bot-to-human transfer for complex queries.
For an agent to provide a better experience, they need to have the right information at their fingertips. With deep CRM integrations, agents can seamlessly view relevant patient details, such as patient name, preferences, comments, and past interactions, during their conversation. This way, agents can resolve queries faster, engage patients in a more meaningful way, and become their trusted advisors.
Communication can make all the difference in CX customer service
Effective communication is critical to the quality of healthcare services. WhatsApp has brought unprecedented changes to the way people connect and interact digitally. Coupled with a CCaaS solution, WhatsApp has enabled healthcare providers to build meaningful relationships with their patients and make the diagnostic experience enjoyable and effortless for them. This platform increased satisfaction and deepened the connection between patients and healthcare providers, leading to better healthcare outcomes and an efficient ecosystem.
Chaitanya Chokkareddy, Product Manager, Ozonetel
(DISCLAIMER: The views expressed are solely those of the author and are not necessarily endorsed by ETHealthworld. ETHealthworld.com shall not be liable for any damage caused to any person or organization directly or indirectly.)
