Skip to main content

Giving Chat facility on a Health Website




The biggest reasons why hospitals in India and abroad are giving chat facilities to their visitors are:

1. Reduce operational expense

2. Enhance customer service

healthcaremagic.com, healthizen.com in India have also joined the lead. Abroad also, various sites like offshoremd.com, chatmag.com, geocities.com, offshoremd.com etc are doing the same stuff.

Even Health insurance plans – driven by the rapid growth of individual health coverage increasingly turn to customer service technologies that sophisticated retail businesses, ranging from consumer products to financial services, have employed successfully for years, most notably Click-to-Chat, or “Chat.”

Why is Chat, a good Idea?

Chat technology enables health plan members to communicate online with customer service reps
through real-time text messaging, rather than over the phone. Because Chat technology allows
service reps to handle more than one customer simultaneously, and provides customers with a
detailed record of online text “conversations,” companies are able to reduce operating costs and
improve the customer experience with Chat.

Is it Risk Free, say for a new or upcoming health website?

Well, When improperly configured or inappropriately staffed, Chat technology can degrade the customer experience, erode brand confidence, and even drive a customer to a competitor.

Doctors on Chat and the HR significance?

This doctor was good on a telephonic and personal interview, should be good to handle my online patients = Strict No No....

Chat Doctors and Voice doctors (ON CALL DOCTORS) have distinct personalities and skill
sets, and they shouldn’t be expected to perform each other’s jobs. Proper recruitment, training
and supervision are critical. “The best DOCTORS may sound good over the phone but that may be coz they prefer social interaction and enjoy talking on the phone.

How to recruit and differentiate?

if he is just a "good to talk to" doctor on call, the moment he completes a call, he’ll turn to his
colleagues and continue talking.

Chat doctors are exactly the opposite. They prefer written communication, are extremely focused, and don’t like interruptions when working.”

What can spoil the Chat pot pourri?

Leaving Customers Waiting Too Long – Like a frustrated radio listener who switches to
another station when there is “dead air,” an online customer will often terminate a Chat session
when too much time elapses between questions and answers. Well-designed Chat solutions are
staffed with trained agents and employ automatic system interventions that shorten customer
wait time and reduce abandonment of the Chat session.

For eg. " This question requires, Expert opinion, let me put you to a specialist."

or, "Consulting our Gynaecologists team, Please be patient!"

Website Design and Chat windows

Making Chat Icons Difficult to Locate – This can be a down-hiller! Strategic placement of the Click-to-Chat button on a company’s website can turn shoppers into buyers, enable faster resolution of customer service issues, and strengthen brand loyalty. Chat entry points placed on logical pages, such as those containing billing or statement information, often lead to faster resolution of questions and more satisfied customers. Conversely, hunting for a Chat icon leads to a poor customer service outcome.

The best place links are given below:




Some which I find Boring:







Comments

Popular posts from this blog

Healthcare On Mobiles: Featured post- mHealth fighting malnutrition

Healthcare On Mobiles: Featured post- mHealth fighting malnutrition
Malnutrition is a byword in the forested hills of the Melghat region inhabited mostly by Korku Adivasis. Every year 400-500 children between the ages of 0 and 6 die in the region, comprising Chikhaldhara and Dharni taluks, according to official figures from 2005.


The Problem: Thousands of kids die every year in the tribal area of Melghat (Maharashtra, India) due to lack of medical attention and nutritional support. Increased incidence and rapid spread of infectious diseases such as pneumonia, typhoid, and dysentery are primary cause of high child mortality. Situation worsens during monsoon when the food supplies are low and the communicable diseases are at their peak.

Melghat is also a place known for high infant mortality rate. Some reasons for the health crisis in Melghat include lack of infrastructure, under-equipped and under-staffed public health and ICDS centres, the tradition of early marriages and early mothe…

The Formula of Driver and Demand- Indian Startups story

The healthcare industry is currently experiencing change at an unprecedented rate. Change is not only occurring in the technology used in diagnostics and care delivery, but this change is so fundamental that it could, and likely will, fundamentally alter the business model of the industry.
Today we have fitness bands, healthcare apps, appointment schedulers, health chats and several such means to access healthcare but one thing that all of this does not necessarily correlate with high quality of care or better outcomes. We need to understand that “Not even a Ferrari will get us to our destination without a driver.”Formula of Driver:
Driver = (Need + Incentive) where;
Incentive = (Value + Reward) Need = (Gap + Demand)
To define the best drivers, we need to first address the need. Need might not make economic or business sense but it is the best opportunity to leave an impact. No one remembers how much business a “Mughal-e-Azam” or “Usual suspects” did but everyone remembers that these were…

Why we never noticed ZIKA?- Indian Research and Development

“Zika had 'disappeared' because it wasn’t worth worrying about and people weren’t paying attention.”

Zika virus was first identified in 1947 in a sentinel monkey that was being used to monitor for the presence of yellow fever virus in the Zika Forest of Uganda. At this time cell lines were not available for studying viruses, so serum from the febrile monkey was inoculated intra-cerebrally into mice. All the mice became sick, and the virus isolated from their brains was called Zika virus. The same virus was subsequently isolated from Aedes africanus mosquitoes in the Zika forest.

In 1950, when some serological studies were being done, it was found that we humans developed antibodies against this virus. Further studies revealed evidence of infection in other African countries, including Uganda, Tanzania, Egypt, Central African Republic, Sierra Leone, and Gabon, as well as Asia (India, Malaysia, Philippines, Thailand, Vietnam, Indonesia). The virus circulating in Brazil is an Asi…