Speeding up healthcare support with Click-to-Call

4 mins read

In the last five years, Servetel has grown into a multinational company that helps over 10,000 global businesses enhance their communication systems. Resultantly, their customer interactions, team efficiency, and follow-ups have thus improved. Many of these companies are large enterprises, more-often-than-not operating across India, the UK, and USA, among other regions.

In a world where financial institutions are using cloud technology to improve customer service, the healthcare industry is not far behind. Many healthcare institutions are now using the cloud to communicate internally and with their patients too.

Among the numerous solutions we provide, we helped one of our clients with the click-to-call solution. This client is a healthcare Consultation clinic operating in Pune with more than 100 employees on-premises. It is also associated with doctors from other cities working remotely to provide teleconsultation.

They needed a communication solution to provide seamless experience to their customers. Servetel offers solutions that are designed to meet such unique challenges and that’s exactly what we did.

What were the client’s requirements?

When they approached us, they needed a simplistic solution that could streamline communication for their customers while also maintaining a record of the ones who reached out to them.

Alongside that, they needed the solution to be able to compute large chunks of data, record all customer conversations, schedule appointments and save everything into a central database. Lastly, they wanted to analyse the performance of their executives interacting with the customers. It would help them improve their services for future campaigns and events.

How we fulfilled the client’s needs with our CLICK-TO-CALL SOLUTION

We set up a click-to-call solution on our client’s portals which enabled patients to promptly reach out to the medical staff for urgent help.

The click-to-call solution allowed patients to arrange callbacks from doctors by filling out a small form on the website. The doctors then got notified and a callback would be initiated right away. The solution also ensured that every callback request was attended by sending reminders through CTI pop-ups.

Once the click-to-call widget was deployed, the visitors got a hassle-free and cost-free medium to reach out to the institution. With a reduction in customer efforts and time taken to connect with the institute, especially during emergencies, customer satisfaction doubled.

Our team was able to tailor our click-to-call solution for the clinic’s communication requirements after consulting with them and gathering a deeper understanding of their needs.

Popular features

Cloud Telephony Suite

Complete access to a feature rich cloud telephony suite with a live dashboard. Access every piece of information from a single platform. Track progress, analyze performance, make calls and interact with customers through a unified platform with a few clicks.

Interactive Voice Response (IVR)

A calling menu that lets patients route themselves to the right department related to their issues. Let patients navigate through the menu options and choose the appropriate service that matches with their requirement. Saves the clinic’s time connecting patients with the right doctors manually.

Multiple Device Compatibility

Agents can attend calls from any device of their choice. They can access the portal from any device even if they’re not in the official premise.
A handy feature for medical staff who are always on call and are constantly on the move. It lets them advice patients through their personal devices and prevent any obstacle in case of an emergency.

Callback API

Acefone’s API automate returning calls as soon as a customer clicks the button. They can be embedded to the cloud telephony suite and have executives connect with all customers without missing any calls. The APIs also let customers schedule callbacks as per their availability diminishing any chances of unanswered calls.

Number Masking

Privacy is a mandate to customers and professionals. Number masking ensures complete privacy of parties on both ends. Especially in a time where teleconsultations are becoming increasingly popular every day. Neither the doctor, nor the patient can view the other person’s personal details while on call.

Call Recording

To avoid this, we use call recordings. Consultation recordings are very critical to healthcare companies as they prevent them from facing any false claim and accusations. All conversations are automatically recorded and can be accessed from the dashboard itself.

Call Queue Management

The smart call queue management, also known as the Automated Call Distribution (ACD) system helps organisations to deal with high volume calls effectively. This system helps route calls based on the availability of doctors. At times when they’re occupied, the caller will either be redirected to another or be asked to call again later.

How our Healthcare Client benefitted from the Click-to-Call Solution

After setting up the entire cloud solution and using it for everyday operations, our client was able experienced the following benefits:

Improved Patient Experience

Click-to-call allowed patients to easily connect with healthcare providers without having to search for a phone number, navigate through complex phone menus, or wait on hold. This led to a more positive experience and increased satisfaction levels.

Increased Patient Engagement

By introducing an IVR to the communication system, the staff were able to attend to more calls throughout the day. This further resulted in higher customer engagement. It also resulted in better health outcomes and improved patient adherence to treatment plans.

Faster Response Times

Click-to-call helped healthcare institutions respond to patient inquiries more quickly, leading to improved outcomes and lesser unattended cases.

Better Tracking and Analytics

The solution provided valuable data on the number of calls received, call duration, and other metrics that helped them optimize their operations and improve the patient experience. The data was also used to analyse individual cases and store them into the database for future references.

Competitive Advantage

It offered our client a competitive advantage over those that did not offer click-to-call services. As patients were more likely to choose a provider that offered convenient and easy-to-use communication options.

Click-to-call can be a valuable tool for healthcare institutions looking to improve their patient experience and increase engagement. Our client improved their response time by 85% within a span of two months. This led to improving their brand image and getting recognised as one of the fastest acting healthcare institutions in the city.

If you're also interested in improving your business communication and customer experience, our team is always ready to assist you.