Why Online ChatBots Are Changing the Patient Experience? - PowerPoint PPT Presentation

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Why Online ChatBots Are Changing the Patient Experience?

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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. – PowerPoint PPT presentation

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Title: Why Online ChatBots Are Changing the Patient Experience?


1
  • Why Online ChatBots Are Changing the Patient
    Experience
  • Response Mine Health

2
Why Online ChatBots Are Changing the Patient
Experience - Response Mine Health
  • 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.

3
Why Online ChatBots Are Changing the Patient
Experience - Response Mine Health
With faster and more interactive technology
taking over how we interact with the world around
us, the patient experience is quickly changing.
4
CONTENT
Making Appointments
01
Excerpt
02
Regular Reminders
03
General Service Questions
04
5
Excerpt
01
6
Why Online ChatBots Are Changing the Patient
Experience - Response Mine Health
  • 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.
  • 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.

7
Regular Reminders
02
8
Why Online ChatBots Are Changing the Patient
Experience - Response Mine Health
  • 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.

9
General Service Questions
03
10
Why Online ChatBots Are Changing the Patient
Experience - Response Mine Health
  • 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.

11
Making Appointments
04
12
Why Online ChatBots Are Changing the Patient
Experience - Response Mine Health
  • 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 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.

13
Why Online ChatBots Are Changing the Patient
Experience - Response Mine Health
  • By utilizing technology for more routine
    questions, you free up your call center staffs
    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.

14
Why Online ChatBots Are Changing the Patient
Experience - Response Mine Health
  • 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 award-winning 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 nations 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.

15
tHANK YOU!
  • An award-winning digital marketing agency serving
    companies who make the world a healthier place. -
    Response Mine Health
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