Diversifying Client Support in your Client Service Centre

Customer service for the healthcare industry may differ from other service industries, but the need for reliable, accessible outreach remains the same.

Client service centres are quickly becoming a competitive differentiator across all industries—including the homecare and healthcare fields. An effective client support centre can provide a seamless service experience that helps build client relationships and improves quality of life.

However, stronger client relationships won’t come on their own. The service you provide must be optimized to take the work out of the client experience and should be available whenever and wherever clients need it. Phone support used to be enough to deliver quality service, but consumers of today expect more: service must be delivered across whatever channels your customers want, including text, live chat, or social media. When you focus on client satisfaction, improved service and operational efficiency aren’t far behind.

Any Place, Any Time

While offering around-the-clock support may be a luxury in the customer service world, it must be standard operating procedure for most environments within the healthcare field. For clients with unique (and potentially severe) medical needs, 24-hour support can mean the difference between life and death:

• Live chat gives clients a way to make contact instantly with short waiting times—skilled agents can manage multiple chats at once, freeing up the call queue and offering fast problem resolution.
• Social media outlets offer platforms that can be accessed at any time, from any location that has an active Internet connection.
• Email and SMS text both provide outreach options that allow clients to receive care without worrying about being stuck on hold or having to call back later.

Their Channel of Choice

A multi-channel or even an omni-channel approach to client care in the healthcare field is necessary for providing adaptable service. Access across phone, email, SMS, web chat, and social media gives clients flexible outreach options while creating better peace of mind: help is only a call or click away.

Homecare encompasses a wide range of demographics; naturally, many of these people will prefer some channels over others. And preference isn’t the only factor—according to a Multi-channel Customer Contact report by New Voice Media, 60 percent of customers change their contact channel of choice based on what they’re doing. This means that whatever tasks your client and especially their caregivers get up to on a day-to-day basis may affect their choice of channel.

Prioritize the channels that your client base uses and tailor your outreach accordingly. Tracking their usage over time gives you insight into which channels perform best, as well as areas for future improvement.

Integration

Picking the right channels to support your clients is part of your overall goal of taking the work out of their experience. Keep unified records of each client interaction across each channel. This information will be aggregated by your CRM system and made available for instant access whenever a client or their caregivers makes contact. Not only will this improve operational efficiency on your end, but your clients and their caregivers will thank you for the trouble—having to repeat inquires multiple times can be a serious detriment to service quality.

Mobile-Friendliness

Proactive healthcare providers will understand the limitations of clients receiving care at home. Many clients may not be physically able to leave their beds, creating a need for options that are simple and accessible. Mobile integration in your client support centre is the best way to meet this goal: mobile applications are often designed with simplicity in mind, and research by Nuance showed that 72 percent of users had a more favourable view of a company that offered a customer service app.

Cater to your physically-limited clients with streamlined service options that connect them to client service representatives at the click of a button.

Multi-lingual Support

Language barriers are always a challenge when trying to provide care, but can be particularly difficult when dealing with a broad spectrum of clients. Your centre may need to implement strategies to accommodate the needs of a diverse market.

If your market is bilingual, dedicated translators or bilingual agents may be necessary to provide quick service. If native speakers aren’t available, integrating translation into your client service process can provide a temporary solution. Knowing your market is key here—aside from making contact, your service demeanor may need to be adjusted to reflect the cultural norms of the group you’re servicing.

Make It Easy for Them

Customer service in homecare and healthcare is all about convenience.

You want to create a service experience that caters to their needs and takes the effort out of the equation. This is best managed with outreach that is tailored to their preferences, fits their cultural needs, and is available whenever they need it. When your clients feel confident and secure in the service you provide, stronger relationships are created that build faith in your organization.

Interested in more ways to enhance client satisfaction with 24/7 service? Check out our free whitepaper!