Introduction
With 82% of consumers willing to switch healthcare providers because of a poor experience, ensure you have a CX built for the future. It’s vital for your contact centers to use omnichannel solutions to deliver a superior digital CX in line with your cost and operational goals while also building brand loyalty.
It’s been a tough time for the healthcare industry. As we all know, the pandemic has placed enormous pressure on global healthcare systems, many of which were already struggling to keep up with demand. Add to this, increased global health spending, a logjammed supply chain and subsequent events such as the “Great Resignation” in both the U.S. and U.K., creating public health workforce shortages, and it’s no wonder that many healthcare organizations are teetering between being overwhelmed and exhausted.
Rapidly evolving consumer preferences and behaviors present yet another challenge. Historically, the healthcare industry hasn’t been as consumer-focused as other industries. From a consumer perspective, we’ve all experienced long waits, increasing costs, confusing medical jargon and complex billing — it’s expected and endured.
Oftentimes, when consumers contact their healthcare services companies for help, their experience is fragmented and time-consuming. And, of course, this disjointed experience drives costs in contact center operations through increased contact volumes and human resources.
What healthcare consumers want
Healthcare consumers want experiences that are simpler, more coordinated and more empathetic, with personalized, convenient services.
Given these growing demands, it’s vital for your contact centers to use omnichannel solutions to deliver a superior digital customer experience (CX) in line with your cost and operational goals while also building brand loyalty.
Many healthcare companies already consider omnichannel and digital customer engagement a strategic priority, but they lack the ability to deliver this transformation of CX. Enabling digital customer engagement is already a complex process that’s only further aggravated by siloed data, old and on-premise technology, regulations, audits, oversight, reporting, ratings and sanctions.
A powerful opportunity
With all the persistent challenges facing healthcare companies, without a doubt, the pandemic is driving global trends that will shape the decade to come. And healthcare stakeholders have a powerful opportunity to charge forward with innovation that enables better experiences.
To offer consumers the best customer experience as well as stay competitive, healthcare companies must partner with industry experts that understand their industry and how to execute on automation. Enabling better experiences can also save money and unlock efficiencies, too.
To ensure you’re prepared for the future of healthcare with resilient, cost-effective contact center operations and omnichannel CX delivery, this best practice guide provides insights on:
- Shifting consumer preferences and behaviors toward seeking healthcare services
- Addressing multiple needs of consumers through holistic case management
- How digital health technologies impact the consumer journey
- New ways of working with a remote or hybrid workforce
The future of healthcare is already being reimagined — are you prepared for it?
of consumers would switch providers because of a bad experience2
“Improving care experiences will require better collaboration between all relevant parties ― from pharma companies and healthcare providers to insurance and tech companies.” 1
1 - Business Wire, “Two-thirds of Americans have had a negative health care experience, according to Accenture research,” businesswire.com.
2 - Salesforce, “Connected healthcare consumer,” salesforce.com.