Today’s consumers simply expect more. It’s not surprising: They have thousands of options at their fingertips whenever a need arises. Whether it’s ordering a pizza or booking a flight, consumers interact with businesses in dozens of different ways. Sure, they might eventually pick up the phone – but, depending on personal preference, they may also open up an app on their mobile device or surf the web to explore other options. The ease and convenience with which their need is fulfilled is a primary indicator of whether they’ll continue to be loyal to the brand.
Like it or not, the healthcare industry is in no way immune to these rising expectations. Unfortunately, however, health systems are still years behind other consumer-facing businesses when it comes to a customer engagement strategy.
Poor call center experiences are at the heart of the problem, with underlying issues such as a lack of data integration and disjointed systems leading to patient frustration and, ultimately, departure.