transforming healthcare consumer engagement with live chat ... · 4 building a business case for...
TRANSCRIPT
Transforming Consumer Engagement with Live Chat and IA
Your hosts
Matt AdamsonVP Product Planning and Innovation
ZeOmega
Jeff EpsteinVP Marketing
Comm100
About ZeOmega
Proven solution for large contact centers
Enterprise-grade performance & security
The industry’s broadest and most configurable capability set
Flexible deployment options
Personalized onboarding & training program, 24/7 support
Comm100: Five Feats of Strength
The new healthcare consumer profile
Agenda
Causes & effects of communication friction
Why live chat for population health management?
1
2
3
4 Building a business case for live chat and IA
A Short Glossary
• Chat
• Messaging
• Transcript
• Routing
• Intelligent Assistance
• Inbound
• Outbound
• Omnichannel
1/4 The new healthcare consumer profile
Mobile Digitally literate
Discerning
Your customers are increasingly
2/4
Causes & Effects of Communication Friction
Source Cause Effect
No answer to phone calls Insufficient staff Long wait times
Complicated IVR menus Trying to do too much Abandonment
Unanswered emails No case management tools Repeat messages
Unclear ownership Poor/missing SLA Falling through the cracks
Incomplete audience coverage Missing channels Blind spots
Friction in the Contact Center
Source Cause Effect
Difficulty reaching members/patients
No one answers their phone anymore
Missed appointmentsDisengagement from care
Complicated care regimens Confusing, conflicting, or incomplete guidance
Poor plan adherenceMedication non-compliance
Friction in Outbound Communication
3/4
Why Live Chat for Population Health Management?
Some things you may not know about Live Chat
• Responsive or Proactive• Advanced tagging and routing
• Auto-translation• Share documents and images• Highly integratable
1Why Live Chat?
Secure
2Why Live Chat?
Flexible
3Why Live Chat?
Accessible
4Why Live Chat?
Always on
5Why Live Chat?
Personal
4/4
Building your Business Case for Live Chat and IA
Define your scope
Set your budget
Prove your ROI
The business case for Live Chat & IA
Scope
• WHO do you wish to serve?
• WHICH CHANNELS do they use? For which purposes?
• WHAT is your service promise (availability, SLA)?
Budget
• Personnel costs
• Technology costs (including training)
• Potential cost savings
ROI
• Net financial gains
• Payback period
• Measuring impact:ü Star ratingsü Resource maximizationü Reachü Complianceü Utilizationü More touch points comm100.com/engage/live-chat-roi-calculator/
For a complete ROI analysis:
Next steps
1.Gather key stakeholders
2.Consult with cross-section of your customers to understand usage tendencies, hesitations, expectations
3. Scope out what a perfect deployment would look like in terms of population engagement and results
4. Build a work-back plan for getting there
5. Establish a clear baseline of performance before launch, against which you will measure impact
Talk to us J
Q&A
?
Jeff Epstein
Thank You!
Matt Adamson