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. Opportunities to Improve CX We learn a 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 Fantuan Database 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 Calling Nationwide, Not Local: The Myth of the 888 Area … 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.
