Examining data based on a customer’
s journey in the funnel is one step to finding and using relevant insights to inform operational approaches, agent training and
improvements to the CX.
pportunities to Improve CX We learn a Doctor Database lot from listening to customers. The stories they share generate deeper insights into disruptions they experience along their journeys. They’re telling us about the hidden barriers they face, their frustrations, and what motivates them, in every interaction.
And yet, leadership teams aren’
t immersed daily in the customer or patient Your Ticket to Toll-Free Convenience (It’s Not a Local experience. Storytelling and call montages provide good solutions for gathering and analyzing data, generating insights, and ultimately helping healthcare organizations understand their patients
’ challenges. By listening to
and learning from our customers’ voices, we’re better able to visualize their journeys and all their disruptions. We can then hone in on critical moments, pain points, and unsolicited feedback and use that information to understand frustrations and develop strategies to prompt meaningful change and deliver a frictionless CX.
Unstructured data can help identify
the common themes in healthcare gaps — confusion about insurance, claims, and prior authorizations, frustration with billing or insurance
coverage, and lack of information
about eligibility or program availability for financial aid and other support. STORYTELLING AND CALL MONTAGES PROVIDE GOOD SOLUTIONS FOR GATHERING AND ANALYZING DATA, GENERATING INSIGHTS… With this data, healthcare leaders can use the data to: Understand historical trends.
