Help Scout

JULY 1, 2021

Often, customer service skills are transferable; however, in some cases there are significant differences that make things a bit more complicated. Take healthcare, for example: Outside of differing cultural norms, there are also laws pertaining to things like storing information or interacting with customers.

Healthcare 105

Healthcare Customer Service Legal Compliance 105

Uniphore

JANUARY 21, 2022

Few industries are as closely regulated as healthcare. Service providers must comply with a constantly evolving list of privacy, financial and medical disclosure guidelines. healthcare costs. healthcare costs. However, compliance isn’t the only factor driving healthcare business decisions today.

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147

Kate Nasser

SEPTEMBER 12, 2021

Real life examples fr Kate Nasser, The People Skills Coach™ Healthcare Medicine. The post Impersonal Medical Care Creates These Problems | #Healthcare #PeopleSkills appeared first on KateNasser.com. Impersonal medical care undermines patient trust & follow-up.

Healthcare 112

Healthcare Hospitality Hospitality Customer Service 112

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Social Media 167

Social Media Customer Service Education Retail 167

Ameyo Callversations

JULY 12, 2022

Particularly in the healthcare industry that is ripe with so many use cases of AI, there is significant headroom for growth. million doctors, nurses, and other healthcare staff. It is geared up to redefine the healthcare industry’s bottom lines. healthcare economy. What is Conversational AI? FAQ Resolution.

Healthcare 98

Healthcare AI Artificial Intelligence Technology 98

ECXO

JULY 10, 2024

” This provides a limited and momentary glimpse into customer sentiment. Gartner predicts that over 75% of organizations will move away from using NPS as a primary metric for customer service and support by 2025. In customer experience (CX), metrics like CSAT and CES face similar limitations.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

Bill Quiseng

JUNE 28, 2023

For many years, there has been a stranglehold “Profits over People” mentality for healthcare leaders. To paraphrase John DiJulius’ customer service battle cry, it’s time for a Patient CARE Revolution! So rather than focusing on healthcare, doctors and nurses should focus on patient care and CARE for their patients.

Healthcare 162

Healthcare Pharmaceutical Hospitality Hospitality 162

Fonolo

JULY 18, 2019

Core tenets of customer service are timeless: For example, “know your customer” is still as important today as it ever was. If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies. Limited Self-Service Options.

Customer Service 126

Customer Service Social Media Healthcare Touchpoint 126

Zendesk

JUNE 5, 2023

Key takeaways: Zendesk messaging is HIPAA-enabled, meaning healthcare organizations can manage their conversations at scale. Messaging allows healthcare organizations to do things like schedule appointments, send reminders, and provide virtual care while protecting patient data. We’re in a new era of healthcare.

Healthcare 91

Healthcare Compliance CX Education 91

eglobalis

APRIL 27, 2025

Industry-Specific Agentic Tools In finance, healthcare, and manufacturing, vendors are launching compliant, vertical-focused agents. Bring together teams from customer service, sales, IT, and operations for joint workshops. Specialized Vendors Solving Targeted Problems Companies like Forethought, Moveworks, Aisera, and Kore.ai

AI 248

AI CX B2B Compliance 248

Fonolo

MARCH 19, 2019

Given the increasing number of customers they must support, these companies would certainly benefit from implementing strong customer service offerings. Utility companies have a huge opportunity to improve their customer service strategies and reap the rewards. The Benefits of Improved Customer Service.

Technology 106

Technology Technology Customer Service Social Media 106

Comm100

FEBRUARY 25, 2021

Remote accessibility to essential services like healthcare is a top priority amongst patients and consumers, with more people listing ease of access and convenience ahead of quality of care. . The problem is the healthcare industry in general is falling behind when it comes to remote accessibility.

Healthcare 52

Healthcare Customer Service Omnichannel Compliance 52

Fonolo

JANUARY 20, 2020

Welcome to our *new* biweekly news roundup, where we give you the latest and greatest in customer service technology, news, and views. As always, the customer service space reads like a riveting novel, full of conflict, drama, beauty, disappointment, hope, taxes, unanswered phonecalls, and robots. New in Contact Centers.

Customer Service 117

Customer Service Contact Center Healthcare Omnichannel 117

Comm100

JANUARY 11, 2023

The State of Automated Customer Service in 2023. As a result, customer service expectations are now sky-high as consumers demand the very best support – and will even switch brands for better service. Meeting today’s high customer service expectations can be a challenge. Table of Contents.

Customer Service 98

Customer Service Healthcare AI Artificial Intelligence 98

Customers That Stick

JULY 15, 2015

Sadly, when we’re discussing healthcare, I believe that this type of unfeeling service becomes an ethical issue on some level. In healthcare, a little customer service can go a long way. If I am going to have bad customer service, it might as well be convenient. Good Systems. Good People.

Hospitality 145

Hospitality Hospitality Healthcare Start-ups 145

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.

Omnichannel 98

Omnichannel Customer Service Social Media Healthcare 98

Zonka Feedback

JULY 29, 2024

Did you know that 82% of patients say that the quality of customer service is the most important factor they consider when choosing a healthcare provider?

Healthcare 59

Healthcare Customer Service Customer Experience 59

Fonolo

AUGUST 27, 2019

According to a report by HubSpot, consumers want service that is both fast and personalized. This means that customer service teams and call center agents are tasked with rapidly resolving tickets without letting the quality of their service drop. Omnichannel Customer Service. times as many customers.

Customer Service 86

Customer Service Healthcare Omnichannel Technology 86

Fonolo

MARCH 6, 2019

When I first stepped foot into the Fonolo office nearly a year ago, I was also knowingly dipping my toes into the customer service ecology. Are you new to the customer service space and currently seeking a) some fundamental orientation information; and b) membership in some pivotal circles where important CS knowledge is shared?

Customer Service 102

Customer Service Contact Center Education Non-Profits 102

Uniphore

DECEMBER 17, 2021

The adoption of digital healthcare skyrocketed during the pandemic, exposing both persistent issues for payers as well as opportunities. The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

CommBox

NOVEMBER 19, 2024

Although the market for chatbots and customer experience automation is perceived as mature, many sectors such as financial services and healthcare, still fail to leverage the full potential of the technology beyond collecting customer data before passing customers to a human agent for resolution. Security concerns.

AI 52

AI Customer Experience Healthcare Compliance 52

TeamSupport

MAY 31, 2023

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. Today’s chatbots are more focused on enhancing the customer experience by offering immediate answers to common challenges.

Customer Service 98

Customer Service Social Media Healthcare Omnichannel 98

The DiJulius Group

FEBRUARY 7, 2024

Unlock the secrets to elevating your business through the power of exceptional customer service with Matt Jensen. On this episode of The Customer Service Revolution, we cover Matt’s journey with Vance Thompson Vision, revealing how an unwavering commitment to customer experience has propelled them to the forefront of vision care.

Healthcare 59

Healthcare Customer Experience Customer Service 59

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. Industry: Healthcare. One of the best chatbot examples is from the healthcare industry. One of the Best Chatbot Examples for a Holistic Customer Lifecycle. Industry: B2B.

AI 84

AI Customer Service Healthcare B2C 84

Uniphore

OCTOBER 21, 2021

Digital transformation is key to contact centers providing the ultimate modern day customer service experience and how conversations are handled during the entire customer journey — pre, during and post interaction. This empowers contact center agents to deliver highly effective, personalized and empathetic interactions.

Contact Center 189

Contact Center Education Healthcare AI 189

CommBox

SEPTEMBER 20, 2021

In 2021, Gartner found that 80% of the service industry leaders in B2B and B2C organizations rate migrating to self-service as their top priority, then upgrading contact center technology (79%) and automating customer service processes (77%). . Chatbots can help businesses save up to 30% on their customer service.

AI 96

AI Customer Service B2C Real Estate 96

Zendesk

SEPTEMBER 23, 2022

The pressure is on healthcare companies to deliver a better end-to-end customer experience—otherwise, it is truly an insult to injury. Only 18% of healthcare customer service agents say they are effective at finding the information needed to do their job well. Success is within reach.

Healthcare 52

Healthcare CX Hospitality Hospitality 52

Hodusoft

OCTOBER 2, 2024

AI in Healthcare: A Comprehensive Guide on How AI Can Revolutionize Patient Care “Al has the potential to markedly improve productivity, efficiency, workflow, accuracy, and speed, both for physicians and for patients. What I’m most excited about is using the future to bring back the past—to restore the care in healthcare.”

Healthcare 52

Healthcare AI Contact Center Unstructured Data 52

Zendesk

MAY 2, 2022

Healthcare workers were deeply impacted by the global pandemic. People turn to healthcare professionals when they’re worried and sick, so great customer service is absolutely critical. People turn to healthcare professionals when they’re worried and sick, so great customer service is absolutely critical.

Healthcare 52

Healthcare Customer Experience Net Promoter Score Hospitality 52

Zendesk

JUNE 14, 2021

And companies are gravitating towards messaging for the same reasons customers are: it’s fast, personal, convenient, and secure. 8 messaging best practices for better customer service. The customer journey is full of surprises—if you can anticipate where your customers will be, be there for them in real-time.

Customer Service 76

Customer Service E-commerce Manufacturing Healthcare 76

Fonolo

MARCH 11, 2021

Healthcare #CCTR Click To Tweet. The average abandon rate for the medical and healthcare industries is 13% – TalkDesk. In the call center, it’s not always about how quickly you work — it’s about the quality of customer service you offer. DID YOU KNOW? First Call Resolution (FCR).

Net Promoter Score 131

Net Promoter Score Healthcare NPS Social Media 131

Customer Think

JUNE 1, 2023

The healthcare industry is witnessing a significant transformation in customer service, thanks to the integration of Artificial Intelligence (AI) in call center operations. Among the pioneers is a leading global healthcare technology company, which has leveraged Conversational AI to optimize its operations and customer service.

Healthcare 52

Healthcare Contact Center Artificial Intelligence AI 52

Hodusoft

JANUARY 18, 2023

Top 10 Best Healthcare Call Center Software for 2023. As the demand for healthcare services continues to grow, it’s becoming increasingly important for healthcare providers to find ways to offer high-quality care while also being efficient and cost-effective.

Healthcare 52

Healthcare Artificial Intelligence Omnichannel Compliance 52

Kate Nasser

JULY 5, 2020

Lack of empathy for customers is customer service incompetence. Give customers empathy long before they cry or leave. The post Customer Service Incompetence: Empathy Only For Tears | #CX #PeopleSkills appeared first on KateNasser.com. Insights fr The People Skills Coach™.

Customer Service 96

Customer Service CX Contact Center Healthcare 96

Fonolo

SEPTEMBER 28, 2022

Let’s say your customers are patients at a healthcare facility. Since their interactions with your contact center concern health matters, they might be more sensitive than, say, eCommerce customers. Introduce surveys by using the customer’s name. FACT: 68% of customers expect empathy from customer service agents.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Knowmax

AUGUST 6, 2021

5 Benefits of knowledge management & cognitive decision trees in healthcare.

Healthcare 52

Healthcare Customer Service 52

Knowmax

FEBRUARY 6, 2022

The post 5 ways how decision trees elevate the customer experience in healthcare appeared first on Knowmax.

Healthcare 52

Healthcare Customer Experience CX Customer Service 52