CCW Disruptive Technology Review for Healthcare Providers

CCW Digital Disruptive
Technology Review for
Healthcare Providers:
Live Chat

• The current state of live chat
What you'll learn
• Four tenets of modern live chat
• Five objectives for disrupting live chat
• Six strategies to disrupt live chat
Disrupting the Live Chat Experience
for Healthcare Providers

The
current
state of
live chat

96%
of healthcare providers agree
omnichannel is a priority
25%
are getting
live chat right

But what
does getting
live chat right
even look like?

4 Four tenets
of modern
live chat

Asynchronous
messaging
Bot-driven
interactions
Real-time
conversations
1. Chat encompasses three
types of engagement

Co-browsing Document
sharing
Telemedicine
2. Chat is not limited to text

Deflection and channel
pivoting will negatively
impact your patient
experience
Personal and
patient-centric
by nature
Seamlessly
integrates with
social media,
SMS, and email
3. Chat is driven by the will of the client

Serve patients better
with telemedicine
capabilities,
co-browsing and
document sharing
HIPAA-compliant chat
that protects ePHI for
you and your patients
Chat can answer
patient FAQs
through bots and
canned messages
4. Chat is not a low-touch channel

We believe that a sound digital customer experience
strategy relies on smart deployment of three options:
synchronous live chat whenever your customers want
it, asynchronous messaging for less time-sensitive
needs, and chatbots for ensuring rapid, scalable
response times in every scenario.
— Kevin Gao, CEODisrupting the Live Chat Experience

Five objectives
for disrupting
live chat
5Disrupting the Live Chat Experience

• Address patient queries based on context
• Tailor the patient experience to specific
queries or use cases
• Intent-based routing and segmentation
criteria encompasses geography, language,
patient history, etc.
1. Personalization

2. Agent centricity with AI
• 98% of respondents believe that live chat’s AI
capabilities will enhance, rather than
replace, human agents
• AI helps optimize conversation routing to put
the most qualified resources on the job
• AI helps conserve time by analyzing chats
and suggesting responses to agents

3. Patient experience
versatility
• Live chat contributes to a high FCR with
real-time communication
• Telemedicine is easier than ever with rich
media capabilities
• 24/7/365 round the clock service is made
possible with chatbots
• Chat fulfills all the criteria for a great
patient experience

• 81% of clients prefer response speed over
personalization
• With live chat they can have both, by routing
customers to the right place at the right time
• More than 50% of respondents value proactive
service, but only 13% of organizations have
a proactive outreach strategy
• Live chat closes this gap with proactive chat
invitations
4. Conversation quality

• Application-level security
• Ban IP addresses or ranges to protect against unwanted
spam
• Custom password policies prevent against unauthorized
access
• Data-level security
• All chat data is encrypted through HTTPS protocols
utilizing the TLS encryption 1.2
• 256-bit encryption for data at rest
• Compliance
• Look for a HIPAA-compliant vendor that will protect
your patients’ ePHI
5. Security

Chat is an easier way for our team to engage with
prospects quicker. We have a ‘Contact Us’ Form on our
website, which is the traditional way to get in touch,
but obviously the turnaround time for that type of
communication is longer. We wanted a way to connect
with our prospects in real-time. Instead of taking 24 to
48 hours to respond to a request for information
through our ‘Contact Us’ form, we can get it to the
sales team instantly.
— Joanie Gentile, Sr. Business Operations ManagerDisrupting the Live Chat Experience

6 Six strategies
to disrupt live
chat

1. Develop a patient
education roadmap
• Patients understand the concept of live chat but
aren’t necessarily aware of its full capabilities
• Build access to live chat into key areas of the
patient experience journey
• E.g. appointment scheduling, updating insurance,
learning about certain medications

2. Set performance parameters
• While conventional metrics like CSAT, NPS, and
FCR apply to live chat, consider diving deeper
into its unique KPIs, such as:
• Acceptance rate of proactive chat invitations
• How co-browsing impacts live chat patient
satisfaction

• The chat experience is dependent upon fast and
sometimes completely automated interactions
• Ensure your knowledge base is up to date with
the latest product information to help your
agents find answers faster
• Client profiles and history in your EMR should be
comprehensive so your agents can get the full
picture in the live chat console
3. Improve enterprise systems

• Leverage hard numbers to make better
business decisions
• Post-chat surveys make it easy to collect
qualitative and quantitative patient data
• Use direct feedback to create more
personalized patient experiences
4. Leverage new data
from live chat

• Vet chat vendors thoroughly to make sure they can
integrate seamlessly to your technology stack and
maintain deep HIPAA compliance to protect your
patients’ ePHI
• Optimize workflows and make the most of your
valuable customer data by focusing on what’s
important to you; let the product experts handle
the rest
• While technology takes center stage, consider
outsourcing your training, integrations, or
customization work
5. Consider partnerships

• Live chat is not a tool that you can set and
forget
• Review your CSAT score regularly and
incorporate feedback to improve your
service standards
• Take into consideration bigger updates like
compliance to new regulations, new
functionality, and updates to agent training
6. Create a continuity plan

Our mission is to exceed the typical pharmacy experience. Live
chat was a condition to start working towards that mission and
be a better pharmacy than what customers are accustomed to.
Our strategy is to have very personalized communication with
our customers, so we set up our chat to enable customers to
pick and choose who they want to talk anytime they visit our
site. In healthcare, context is important to building trust when
talking about health related concerns.
– Gianni De Gaspari, Co-founderDisrupting the Live Chat Experience

letschat@comm100.com
1-877-305-0464
Let’s chat!
Want to learn more?
Book a call with one of our live chat specialists
for actionable insights into how to disrupt your
live chat experience.

CCW Disruptive Technology Review for Healthcare Providers

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