Assisted vs Self-help: Healthcare

Assisted vs Self-help: Healthcare

Increasingly, healthcare platforms and technological infrastructure have been on the rise. Businesses are focusing on providing cloud-based tools to better systematize and codify healthcare information and services. Healthcare businesses are gaining worldwide recognition. Especially in the midst of a global pandemic,customers value instant and real time communication. In terms of the healthcare system itself, the platform needs to present educational information, electronic health records (EHR) need to be kept, insurance claims need to be efficiently handled, and files need to be accessible and allows for collaboration, and data needs to be able to be collected and recorded. 

This requires much from any business providing an IT based healthcare solution. For such complex web tools and apps, live support software is of the utmost importance. For websites and platforms that contain copious amounts of info and need to perform many tasks, customers and general users need to have a clear idea of how to use the website or platform. 

Customer service tools, either assisted or self-sufficient will help the customer through improving client experience, while also benefiting the company by increasing usage. As a business owner, understanding and assessing the pros and cons of assisted versus self-help customer service providers will prove to be beneficial when trying to grow your business and increase engagement. 

With assisted customer service tools such at chatbots, in-app messaging, video conferencing and more, customers get to communicate with real people, have multiple communication channels to rely on, have a knowledge base at their disposal, and ready-to-use chatbots. The downsides are that having customer service reps takes time and money away from your business, setting up multiple channels requires even more time away from your business, knowledge bases often reroute businesses to long and hard-to-read articles – which doesn’t help them get the answers they need, and chatbots don’t give your customers the personalized answers they need. 

Healthcare-based businesses require a support service provider that allows for easy editing and clear and concise answers. Personalization is key when your clients are looking for information pertaining to their individualistic needs and questions;  a one-size-fits-all approach would not work. 

A self-service customer service tool, on the other hand, would provide customers with personalized answers, requiring less from you; allowing you to focus on your business rather than the support you need to provide. 

By setting up a customer service tool that allows your customers to access help in the most efficient way possible, you are streamlining the set-up process for your company while also making the customer’s ‘support journey’ as efficient as possible. By combining personalized answers with an automatic response, you are ensuring that your customers can access the most relevant medical information and can make the decisions they need to make. 

Helpi5 is a type of self-service customer service tool that allows for customers to access page-specific help content; help content pertaining to a page’s URL. Based on what page the customer is at on your website, they will be able to see new information – information they can use to help them use your business’s application 

Our vision is to support companies create, manage and publish In-App help content to improve customer experience and for faster problem resolution. With 3 simple steps – online companies can now sign-up, create help content and publish. The customers can now find the answers on the page/screen – so, no more sending customers off-site to search for information.

Our mission is to shorten the “distance” customers have to travel to get answers. We are here to support you succeed! Let’s start the journey to an awesome customer experience.