It’s an open secret that all patients would like to get an excellent customer experience. And we at HIPAA Force decided to provide you with some tips on how to offer more reliable client care with a HIPAA-compliant software solution.
Check what benefits it has and how to use them to provide a great customer experience.
💡 Make it easier to get to you. Let patients make the first step, but simplify it with several features. Such possibilities as online-self scheduling, appointment reminders, pre-registration work, automatic follow-ups, post-care follow-ups, and so forth can help. For instance, live chat is a channel where patients can quickly start a conversation with the team. Also, a ticketing tool a great decision to collect and store data in one place. Keep track of past conversations so you can pick up from where you left off.
💡 Personalize each interaction with the customer. It’s important to remember who you are talking or chatting to. What was the last interaction and what’s special regarding this customer? Moreover, using people’s names several times during the conversation can help make a good impression. A great CRM tool can help you with that. Gather all the messages from emails, chats, SMS, voice calls in one place. And when he or she calls or sends SMS - have access to provide a tailored experience. CRM tool speeds up response time.
💡 Leverage Interactive Voice Response (IVR). Imagine waiting for long only to be connected with the wrong department. Awkward, isn’t it? Unfortunately, it can happen with your patients if you don’t have IVR. IVR is an automated voice system that interacts with callers and routes them to the right departments. IVR can be used to record customized messages or greetings. Also, the options available on IVR should be kept to a bare minimum as too many options can leave any caller confused.
💡 Have omnichannel contact center capabilities. There are two types of patients - those who prefer to call over the phone and those who’d rather text. To provide a great customer experience, you need to have different communication channels. For instance, they can be SMS, email, live chat, not only the phone. With the aid of SMS, it’s always possible to send appointment reminders, follow-ups, and so on. The same is true for email. And you give the patients the opportunity to choose what is much more convenient for them.
💡 Capture Customer Feedback. Nowadays people often share their feedback about an experience within their social circle. And your health care practice also needs to be a part of this feedback loop to catch valuable patient opinions. Don’t forget, the customer experience doesn’t end when the patient dismissed. To capture feedback, you can share links as SMS or email after the call or another follow-up. The result lets you understand the level of satisfaction and any scope of improvement.
The most important - use the right technology. All in all, good support comes from mixing technology with the human touch. Right software with the needed tools can level up the customer experience.
HIPAA Force is that software with all needed features. A user-friendly and intuitive interface can help your employees to provide high-quality customer service via phone calls, SMS, texting using Live Chat and emails. You can find all these functions under one single software. No need to pay more.
Try for yourself!
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