Healthcare is one of the most important customer centric industries. Good customer service in healthcare companies is considered good quality of care. The key to providing amazing customer experience to patients is by not treating patients as customers whose sole purpose is to generate revenue. The healthcare industry unfortunately has one of the worst reputations when it comes to customer experience.
Great customer service in any industry begins by taking a customer-centric perspective. Healthcare industry needs to view their patients as people your company is meant to help. Times are changing and it’s becoming easier to improve patient experience.
The advent of digital innovations like Artificial Intelligence (AI), and Machine Learning (ML) has provided the healthcare industry with better opportunities to improve their customer experience.
Below are a number of reasons as to why customer service is one of the most important aspects of the healthcare industry and how it’s important for the healthcare industry.
Healthcare companies should focus on developing good long-term relationships with patients rather than approaching each interaction as if it was a monetary transaction. The reputation any hospital develops for excellent or poor medical customer service is critical in influencing patient satisfaction and also determines if they go to the same facilities in the future.
Happy patients are most likely to come back to the same facilities for their healthcare needs every time they need to see a doctor/nurse. They are also very likely to recommend the same healthcare companies to family, friends and co-workers.
Collecting accurate patient data is necessary for the healthcare industry to provide diagnostic and treatment recommendations to patients. Errors in customer data can dramatically impact the quality of customer care – even lead to potential life-threatening mistakes and malpractice lawsuits. Customer service systems and processes are the first defense against costly mistakes.
Good customer service can only be provided when healthcare providers have a way to manage and record customer experience. Customer experience management is important for any industry if they want to provide the best customer service and improve customer loyalty to their brand.
Customer experience management in the healthcare industry involves understanding and anticipating the needs of your patients, and developing efficient and cost-effective solutions that meet these needs. The healthcare industry is divided into many different divisions from onboarding, administration, accounts and insurance, to primary, preventative, rehabilitative, diagnostic, emergency, hospital, long-term to home care - largely operating independently.
Historically patients using one or more of these services have ended up experiencing frustration and annoyance. However, the healthcare industry now recognizes the importance of putting customer experience first and foremost, this, combined with advances in technology are launching sector-wide shifts in terms of customer experience management.
Customer experience management in healthcare allows you to not just take better care of your customers but also improve your market standing. Listed below are a number of reasons why customer experience management is important in the healthcare industry.
Through customer experience management you can:
Lucidya CXM utilizes the power of artificial intelligence, business intelligence, and machine learning to gather and analyze large amounts of data that includes personalized content of customers or organizations. Lucidya CXM platform can help determine customers' behavior, intent, and expectations and also help create business plans and strategies to provide good customer service to patients and help them recognize your brand for outstanding health care.
Here are a number of advantages for using Lucidya CXM platform.