Why Online ChatBots Are Changing the Patient Experience? - Response Mine Health

Response Mine Health 3390 Peachtree Rd. NE Atlanta, Georgia 30326 404.233.0370

Why Online ChatBots Are Changing the Patient Experience?

- Response Mine Health

Response Mine Health 3390 Peachtree Rd. NE Atlanta, Georgia 30326 404.233.0370

Response Mine Health 3390 Peachtree Rd. NE Atlanta, Georgia 30326 404.233.0370

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With faster and more interactive technology taking over how we interact with the world around us, the patient experience is quickly changing.

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Consumers are coming to expect faster responses, shorter wait times

and

near-instant

communication

to

receive

the

information they need - when they need it. Leveraging advanced technology, such as ChatBots can be the key to helping you provide the information your patients need, within seconds.

Response Mine Health 3390 Peachtree Rd. NE Atlanta, Georgia 30326 404.233.0370

 With faster and more interactive technology taking over how we interact with the world around us, the patient experience is quickly changing. Consumers are coming to expect faster responses, shorter wait times and near-instant communication to receive the information they need - when they need it.  To attract and retain new patients, it is important to understand your patients’ touchpoint preferences. In a recent survey, 55% of consumers said that getting instant responses to their inquiries were key in helping them decide which company to purchase from.  Meeting your patients’ needs in real-time can be difficult, even for the most well-staffed customer service department.

Leveraging advanced technology, such as ChatBots on your website can be the key to helping you provide the information your patients need, within seconds.  ChatBots or online messengers are a great resource to use when your patients have simple questions or need assistance with routine tasks. Here are the top three ways incorporating technology can help you effectively manage the patient experience.

Response Mine Health 3390 Peachtree Rd. NE Atlanta, Georgia 30326 404.233.0370

 Regular Reminders:Whether you have an automated messaging system to send out regular appointment or medication refill reminders can be a great way to connect with your patients and keep them healthy between visits. The messaging can be standardized and pre-programmed, freeing up your customer service staff for more urgent or specific requests.  General Service Questions:A ChatBot can easily access general information such as hours of operations, driving directions, doctor or office contact information, etc. This way, patients can visit your website and quickly get the information they need without having to call a customer service representative. Determining the top asked questions and having an FAQ-styled page on your website can also be an effective way to manage patient inquiries.  Making Appointments:Marketing researchers have found that nearly 45% of all patients prefer to be able to make their appointments online; however, only 17% of healthcare providers offer this option. By having an automated or online appointment system, patients can make their own appointments, on their own time. This will

Response Mine Health 3390 Peachtree Rd. NE Atlanta, Georgia 30326 404.233.0370

also eliminate the number of calls you have to field to make simple appointment requests.

Though ChatBots and online messengers can provide general information, patients do prefer over-the-phone support for more complex health-related questions or concerns. In fact, 80% of patients would rather speak with a customer service representative when it comes to receiving medical advice or sharing medical information.

By utilizing technology for more routine questions, you free up your call center staff’s capacity to receive calls and efficiently address more complex patient inquiries. Though patients may prefer to call for assistance, they also expect to have their questions answered quickly.

Having long wait times is a surefire way to decrease patient satisfaction and could deter new patients from using your services. Recent research has found that keeping phone wait times under 2 minutes is essential to providing professional customer service.

Response Mine Health 3390 Peachtree Rd. NE Atlanta, Georgia 30326 404.233.0370

Navigating how to best use online messaging features with a fully staffed call center to meet your patients changing communication preferences can be challenging. The awardwinning marketing and customer support teams at Response Mine Health have worked with a host of healthcare providers to expertly leverage technology to enhance the entire patient experience. As the nation’s only marketing agency with a fully HIPAA compliant call center, our highly trained customer support staff have the resources to take your customer service to the next level.

For a more in-depth view of how our innovative systems can meet your patients’ communication needs, click here.

Response Mine Health 3390 Peachtree Rd. NE Atlanta, Georgia 30326 404.233.0370

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