Nowadays, customers are more demanding when it comes to everything: speed of service, practicality in communication, quality of products/services… Everything! It’s no different with patients. The patient should be seen as a customer, after all, they are hiring a service, right? Patients should even be seen as special customers to whom you should pay even more attention than in any other sector, as they are people who are most likely in a vulnerable moment and seek a lot of confidence in the service they are hiring. It is your duty to offer this security from the moment of service!
Want to know how omnichannel service can improve the patient experience? Then keep reading!
WHAT IS OMNICHANNEL SERVICE?
In short, omnichannel is a marketing strategy in which the same service is offered across multiple communication channels (social media, WhatsApp, website chat, etc.).
The main purpose of this type of service is for the customer thailand whatsapp data to be able to communicate through the channel of their choice. For example, think of yourself as a consumer. You saw and became interested in a product on a certain social network. You started to buy it through that network, but for whatever reason, you decided to complete the purchase through the company's website. During this process, you were able to simply pick up where you left off from one platform to another, without any communication gaps. Very practical, right? That's what everyone wants, including patients.
HOW CAN OMNICHANNEL CARE IMPROVE PATIENT EXPERIENCE?
Understanding the concept of omnichannel service, we can see that the integration between communication channels already improves the customer/patient experience, but it is not the only advantage of omnichannel, see some others:
AGILITY IN SERVICE: patients communicate through a network of integrated communication channels that collect information and integrate it into the clinic or hospital database. This helps select the most appropriate attendant to resolve the issues of that specific patient, facilitating the entire process and avoiding unnecessary stress.
SELF-SERVICE: integrated and intelligent service is a great help, not only for the clinic/hospital, but also for the patient, as they can be seen immediately, 24/7. This reduces the need for a large service team and so much investment in telephony.
EASE OF ACCESS TO PATIENT DATA: at the time of care, it facilitates the verification of patient data (history, consultations, procedures, etc.), saving the patient time in providing this data and enabling faster and more personalized care.
PROACTIVITY: this ease in communication and data collection allows the clinic or hospital to offer a more proactive service, giving you important information about your procedures, consultations, where you will be treated and much more.