Healthcare

Positive Patient Experience That Significantly Impact Outcomes and Satisfaction

Patient Engagement Priorities include meeting increased patient expectations, empowering clinicians and staff to respond better to patient care needs; creating continuous, proactive relationships with patients; and making patients their own advocates and involving families and communities to encourage the same.

Watch: Harness Crucial Patient Insights with Conversation Analytics


BUYING PERSONAS

Brett. Sales Director

CHALLENGE: High churn rates and even higher cost of customer acquisition.

HOW WE HELP: Call Journey accurately identify what products and solutions are working and improve sales offering through in-depth customer insights.

OTHER BENEFITS OF CONVERSATION ANALYTICS FOR SALES:

- Grow cross sell and upsell

- Understand churn/lapse drivers

- Check sales methodology adherence

- Improve conversation rate

Bettina, CMO

CHALLENGE:Create the right content and develop more personalized campaigns to keep the ever-growing customers engaged.

HOW WE HELP: By utilizing Conversation Analytics, Bettina was able to build in-depth customer profiles to improve messaging, make smarter optimizations and provide more personalized experience that drives revenue.

OTHER BENEFITS OF CONVERSATION ANALYTICS FOR MARKETING:

- Understand customer journey

- Find new cohorts

- Improve Marketing ROI

- Drive Campaign Performance

- Look for triggers and events

- Manage next best offer

Andrew, Legal

CHALLENGE: Automate QA and ensure robust risk management process.

HOW WE HELP: Conversation Analytics can process large volumes of calls, ensuring automated QA and broad script adherence among agents.

OTHER BENEFITS OF CONVERSATION ANALYTICS FOR LEGAL COUNSELS:

- Understand what we are saying to our customers

- Ensure proactive fraud management is in place

- Ascertain compliance levels

- Review risk management action performance

Opportunities

  • Track key content/themes
  • Track contact hours
  • Predict patient outcomes (i.e mental health)
  • Combine data from TeleHealth insights and coding and make that more efficient – (automate consult summary
  • Hospital in the home (HITH) or geriatric in the home (GITH)) – understand the rising/emerging issues (i.e falls, multiple calls per patient)

The Customer Patient Journey

With the current global COVID-19 pandemic situation, all the people are encouraged to stay at home and avoid going out unless it is essential. Harold is an IT guy who works in a start-up tech company who recently transitioned their workforce into a WFH set-up. Suddenly, Harold felt a little bit out-of-the weather. Afraid to go to the clinic personally with the risk of getting the virus, he must find a way to consult a medical professional and get treated within the four walls of his home.

Find out his patient journey with and without Conversation Analytics.

Download the patient journey for Healthcare >

Actionable Outcomes

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