Transform Customer Experience with Agent Chat: Boost Contact Center Efficiency

In the digital age, where customer expectations are continuously evolving, businesses are constantly seeking ways to enhance customer service and support. One change in healthcare contact centers is the integration of Agent Chat, a secure, web-based chat channel. This powerful tool not only streamlines communication but also significantly improves the overall customer experience. Let’s delve into how Agent Chat is solving the challenge of overworked contact centers and frustrated patients waiting on hold.

The Emergence of Agent Chat

Patients calling into healthcare offices spend an average of eight minutes on the phone with 63 percent of calls being transferred, wasting both time and resources. ¹ With Agent Chat, a secure HIPAA-compliant conversation is initiated via website or SMS to quickly connect a patient to the healthcare facility, greatly reducing call volumes and wait times, while also leading to faster response times and improved Net Promoter Scores (NPS).

This technology is in demand due to its convenience, efficiency, and ability to provide a personalized customer experience. Unlike traditional phone calls, agent chat allows for multitasking by agents, and a written record of the conversation that can be referenced later.

Enhanced Patient Satisfaction

According to a HIMSS 2021 report, 90% of consumers prefer to interact with businesses via text messages. ² Similarly, SMS is the preferred modality of communication for patients and agent chat provides  an enhanced contact center experience with automated, at scale service via SMS or web. The immediacy and accessibility of chat significantly enhance customer satisfaction. Customers appreciate the convenience of getting their issues resolved or questions answered in real-time without the need to navigate through complex IVR systems or endure long hold times.

Increased Efficiency and Reduced Operational Costs

Agent chat enables representatives to handle multiple conversations simultaneously, which is not feasible with phone calls. This multitasking capability leads to increased efficiency and productivity, allowing contact centers to serve more customers in less time. Chat facilitates faster problem-solving and decision-making processes through custom templates for responses, for instance. Agents have access to patient history and can quickly pull up relevant information, leading to more accurate and speedy resolutions.

Implementing chat can lead to substantial cost savings for businesses including lost operational cost on calling patients. 76% of patients admit to ignoring or declining a phone call from a healthcare provider because they couldn’t identify the caller.³  Communicating via chat reduces the average interaction cost compared to phone calls and can decrease the overall volume of calls, allowing for better allocation of resources and personnel.

Add AI for 24-Hour Support

With the integration of AI, like Iris TeleVox’s AI-powered Virtual Agent, health systems can offer 24/7 support, ensuring that patients receive immediate assistance at any time of the day. This round-the-clock availability significantly improves customer experience and loyalty.

 

The adoption of Agent Chat in contact centers represents a significant leap forward in the way health systems interact with their patients. Agent Chat is ideal for referral outreach, managing appointments, and assisting patients with bill pay. It also can be used for general patient questions, filling care gaps, and much more. By offering a more efficient, cost-effective, and personalized service, health systems can not only meet but exceed customer expectations. In a world where customer service can make or break a business, embracing agent chat is not just an option; it’s a necessity for staying competitive and ensuring customer satisfaction and loyalty.

For more information on how TeleVox can help streamline your contact centers click here or contact our team today at [email protected].

References:

1 Accenture | Two-in-Three Patients will Book Medical Appointments Online in Five Years

2 HIMSS 2021 Report| 5 Ways SMS Marketing Can Help Your Healthcare Practice

3 Medical Economics | Your patients aren’t taking your calls because they don’t know who’s calling