Case Study: Healthcare Group Improves Its Customer Service

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This case study investigates how Zulekha Healthcare Group improved its customer service with new technology.

Technology has transformed customer expectations. Keeping up with the trends of what customers want, on what channel, must be a priority for those companies looking to succeed in a digital world.

Meeting customers’ expectations at every step of their journey might sound simple enough, but for many businesses, it means hiring more people to handle enquiries, implementing new communication channels, and trying to interpret data scattered over different platforms.

With the COVID-19 pandemic underpinning this, the rules and patterns of interaction have changed in ways many could fail to prepare for.

Those who want to keep leading positions in the market must invest in digital transformation to ensure they meet market demands and keep their processes optimized.

A New Reality Facing the Healthcare Sector

Nowhere has this been more critical than within the healthcare sector. The advent of the COVID-19 crisis has emphasized the need for a much more risk-averse, end-to-end digital strategy fit for the new reality facing healthcare professionals and patients.

The Zulekha Healthcare Group is made up of two multidisciplinary hospitals in Dubai and Sharjah, as well as three UAE medical centres and three pharmacies providing specialized treatments in over 30 disciplines.

The Group has also established a multidisciplinary hospital in Nagpur, Central India – Alexis.

Thanks to the collaboration with Infobip, patients who require the services of Zulekha Hospital can now access the information they need through their preferred communication channels such as WhatsApp, Facebook Messenger, and Live Chat. This makes the start of the customer journey easy, simple, and convenient – especially for the millennial generation who prefer chat apps to phone calls.

Over these channels, patients can receive real-time support for booking appointments, locating the hospital, and finding answers to other enquiries.

This omnichannel support is provided over a single interface using Infobip’s digital cloud contact centre solution – Conversations.

Each agent can simultaneously handle multiple conversations over different channels without having to switch interface tools, and without losing any conversation history or customer context – which makes agents more efficient and patients more satisfied with the service.

Another great benefit is that agents can handle enquiries anywhere, anytime, which is crucial for most companies operating during the COVID-19 pandemic.

The Result of the Implementation

“Partnering with Infobip to provide omnichannel support through its cloud contact centre, Conversations, proved to be a benefit – not only for our patients, but for our staff as well,” says Alisgar Bohari Director IT, Zulekha Healthcare Group.

“Connecting with patients on their preferred channel to provide real-time support for appointment scheduling, locating hospitals, and providing answers to other enquiries helped us ensure the health and well-being of our communities.”

To enhance its customer service even more, Zulekha Hospital plans to introduce Infobip’s chatbot solution – Answers – to handle FAQs.

That way, patients will be able to find responses to the most commonly asked questions even sooner, leaving agents with more time to handle complex enquiries.

This case study has been re-published by kind permission of Infobip – View the original post

Author: Robyn Coppell

Published On: 30th Mar 2021
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