by Chaitanya Chokkareddy
In the fast-evolving world of healthcare, providing an effortless customer experience (CX) is crucial for organizations striving to deliver top-notch patient care. Building meaningful communication between patients and healthcare providers is critical to help patients overcome their anxiety and adhere to their treatment plans.
Across multiple use cases, we have found that being available for patients, across the journey, on a channel of their choice helps healthcare brands improve both satisfaction scores and patient outcomes.
With the rising popularity of WhatsApp, healthcare providers need a robust CCaaS platform on WhatsApp to offer high touch patient engagement and personalized communications on this channel — efficiently and at scale. From convenient appointment scheduling to personalized healthcare advice, these solutions create better outcomes for patients and healthcare providers alike.
Let’s delve into the transformative capabilities of the CCaaS platform on WhatsApp in reshaping the future of customer experience in healthcare.
Streamline 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 prevent conflicts and update schedules in real-time. Automated reminders for upcoming appointments with easy options to confirm or reschedule simplifies the patient experience, reduces “no-shows”, and saves time for hospital or lab staff.
Personalize Conversations at Scale:The WhatsApp CCaaS Platform allows healthcare professionals to send personalized reminders directly to patients for medical refills, diagnostic tests, and post-care follow-ups. At any point, patients can seamlessly connect with healthcare advisors to clear doubts and get information, reducing hesitation and misinformation around their treatment, tests, and medications. Healthcare providers have found that this personalized approach significantly improves adherence to treatment.
Consistent Point of Contact: In the healthcare sector, establishing familiarity and trust can go a long way in improving patient outcomes. Many brands we work with have found that patients respond positively to a consistent point of contact. They leverage our CCaaS platform on WhatsApp to connect patients to the same advisor every time they call or send a WhatsApp message. This helps to deepen the relationship between the 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 lower the number of inquiries their contact centre handles leading to reduced costs and higher efficiency. Consequently, healthcare advisors are more readily available to provide high-touch engagement for complex queries, notably improving satisfaction levels. Hospitals and diagnostic labs use WhatsApp as a channel to reduce friction for customers, especially when coordinating home visits. Lab technicians could speak directly to patients via masked phone numbers, using WhatsApp to coordinate directions or visit timings.
Improve Outcomes: Delays and lack of communication often translate into unfavourable outcomes. By leveraging a CCaaS platform on WhatsApp, healthcare providers can automate responses to simple queries. The platform can also enable the seamless bot-to-human hand-off for complex queries.
For an agent to deliver a better experience, they should have the right information at their fingertips. With deep CRM integrations, agents can seamlessly view relevant patient details — such as the patient’s name, preferences, feedback, and past interactions — during their conversation. This way, agents can resolve queries faster, engage patients more meaningfully and become their trusted advisers.
Communication can make all the difference in healthcare CX
Effective communication is pivotal to quality healthcare services. WhatsApp has brought unprecedented changes to how people connect & interact digitally. Coupled with a CCaaS solution, WhatsApp has empowered healthcare providers to build meaningful relationships with their patients and made the diagnostic experience pleasant and effortless for them. This platform has increased satisfaction and deepened the connection between patients and healthcare providers, leading to better healthcare outcomes and an efficient ecosystem.
Chaitanya Chokkareddy, Chief Product Officer, Ozonetel
(DISCLAIMER: The views expressed are solely of the author and ETHealthworld does not necessarily subscribe to it. ETHealthworld.com shall not be responsible for any damage caused to any person / organisation directly or indirectly.)