Why Herxe for Your Healthcare Contact Center?
Work from Anywhere Solutions
Herxe leverages its own Herxe customer engagement platform to enable seamless work from anywhere operations, allowing healthcare teams to work from any device, browser, and location. This flexibility helps herxe streamline its communication across departments and connect with clients in real-time, regardless of where they are.
Efficient Integration Capabilities
Herxe’s healthcare contact center solution goes beyond simple integration. By connecting with both in-house and third-party CRM systems, it allows for a unified view of patient data, enabling agents to access real-time, comprehensive information. This ensures that agents can make well-informed decisions and provide personalized care during every interaction, whether through voice, email, chat, or social media channels.
Connect with Patients on their Preferred Channels
With Herxe, healthcare providers can connect with patients on their preferred communication channels, whether it’s through voice, email, SMS, chat, or social media. The platform offers seamless Herxe support, allowing patients to reach out through any medium and ensuring that their preferences are respected. This flexibility not only enhances patient satisfaction but also ensures that interactions are consistent, regardless of the channel used.
Enterprise-grade Security
Herxe is PCI DSS compliant with certified public cloud environments across India, APAC, Africa & ME. In addition to being PCI DSS compliant, Herxe is also ISO 27001 & ISO 27018 certified. Herxe follows a detailed product development, delivery, certification, and implementation process, including end-to-end internal testing, periodic VAPT certification with an independent IT Security Agency, and adherence to CVSS.
Trusted by Leaders Globally
2,000+ brands across 21 verticals have trusted Herxe in 60+ countries, including marquee brands like Apollo Health & Lifestyle, DocsApp, Fortis, Parkway Health Laboratory, BYJU’S, Dalex Finance, Spice Money, Boutiqaat, Ola, Swiggy, HDFC ERGO, etc.
Create an Experience that Patients Remember for Good
Scheduling Doctor’s Appointment Made Easy with Herxe
Patients expect ease to interact with doctors and book appointments on their preferred channels. Get your patients the comfort of all digital channels with Healthcare Contact Center Software.
- Easier Appointment Booking via WhatsApp Business API: Let customers schedule an appointment, access their reports, medical prescriptions, and get booking confirmations on their most preferred channel
- Provide Ease of Report Collection: Allow the customers to collect their reports remotely via multiple channels like chat, email, social media, and mobile app and ensure to send e-reports through their preferred channel
- Drive Contextual Conversations: Integrate your appointment booking system with healthcare contact center software. This allows the agents to access the customer information in an integrated platform and thus allows you to provide contextual customer service to the patients, even while working remotely
Sending Out Reminders and Confirmations on Call
Patients seek proactive support from your agents and a timely reminder including appointment confirmations, reminders on follow-up meetings, recommendations on exciting offers and more can turn your patients into your loyal customers.
- Send Alerts & Notifications: Let your customers be reminded of an upcoming appointment with event-based triggers to ensure that your customers don’t miss any consultation
- Share Appointment Status: Once the patients have booked an appointment, they expect to be informed about the confirmation status and pre-requisites of visiting the doctor or consulting online
Get all Patients’ Information in One Place
Patients expect a quick response from the contact center agents. Let your agents be proactive with UAD and address each patient’s query faster
- Access patient information in a single screen: Arm your agents with quick access to patient information such as their medical history, prescriptions to provide assistance within unified agent desktop without any delay in the service
- Understand customer’s sentiments: While looking into their medical history and previous interactions, you can easily analyze their emotions and prioritize the patients to avoid any escalations
- Get hold of Knowledge Base: You can answer all your customer’s queries quickly in real-time with an effective knowledge base. This allows faster redressal of any query with the right solution
Efficient Reporting & Monitoring
With the reporting and monitoring tools, you can easily check the flow of each campaign and keep track of all patient-related information through statistical analysis.
- Stay on top of each campaign’s productivity: Analyze the efficiency of each agent and monitor the thresholds like SLA breach in each campaign. Ensure that all patients’ requirements are fulfilled in a timely manner
- Schedule a periodic report: Get a timely report for different metrics like analyzing the effectiveness of each channel. With social media like WhatsApp, Facebook, and Twitter becoming the first choice of many patients, you can choose to solve first-level queries with ease
Personalize Patient Experience
Each patient has a unique requirement and so is their journey to better health. To provide them with a seamless patient journey you need to:
- Integrate your healthcare contact center software with a CRM to never lose a single interaction with the patients
- Use a voice bot or chatbot to resolve first-level queries like appointment booking, information about medical reports, and more
- Automate workflows to guide customers for post-discharge follow-ups and send out health tips, reminding them that you care for their health
- Understand patients’ emotions with sentiment analysis and gauge in to deliver an improved customer experience
