The Importance of Resolution-Centered Customer Care in the Healthcare Industry

Today’s patients want customer service representatives to meet their unique needs and provide them with answers that serve as an extension of their medical providers’ offices. When a question needs to be answered, patients want assistance at their fingertips. To meet this need, healthcare providers are leveraging highly sophisticated customer service technologies such as artificial intelligence (AI), self-service, and new, advanced chatbots to provide a resolution-centered, stress-free solution.

During this time, tools that allow self-service customer response techniques are more important than ever. Expanding online options can help alleviate healthcare facilities’ high call volumes. Self-service is a rapidly growing customer care pathway that can make a significant impact on workforce load for hospitals and healthcare facilities.