The Customer Experience Will Make or Break Telemedicine

October 12, 2016
Vijai Shankar, Sr. Director Industry Marketing

With rising healthcare costs, health benefits administrators are turning to digital health solutions - especially telemedicine - to help cut costs. This move towards telemedicine is a logical evolution as health plans look to leverage the never - ending growth in new digital technologies to positively impact the industry today and beyond. Telemedicine offers significant benefits to healthcare payers and providers including cost efficiencies, improved access to, and quality of services. Unfortunately, these benefits are only achieved if members use the new technology. In today’s world, that depends on the quality of the customer experience provided.

The introduction of new communication channels, like telemedicine, poses the same question to healthcare providers – How can we ensure great customer service in this channel? Though there may be differing opinions on how to best answer that question, one thing is clear — The results of poor customer service vary across different industries, but are always a detriment to the organization. In healthcare, poor customer service and user experience can lead to a complete lack of engagement, which means any new digital health solution offered by a health plan will have poor usage. This benefits no one — members don’t get healthier and health plans do not get to manage costs and prevent them from escalating.

Thus, it is safe to say that customer experience is the key to the implementation of a successful digital health solution. When the customer experience is done right, providers are rewarded with high engagement rates and healthier populations. Health plans can realize the full potential of telemedicine if they are able to integrate customer service and engagement within their telemedicine solutions.

To learn more about the intersection of customer service and telemedicine, join [24]7.ai for a complimentary webinar on Oct 18th. The webinar will help healthcare payers and providers learn how successful customer service solutions can boost member engagement, thus helping manage costs.

It will be well worth 45 minutes of your day so please be sure to register for the Oct 18th webinar now!

Vijai Shankar, Sr. Director Industry Marketing
Vijai Shankar, Sr. Director Industry Marketing

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