Healthcare Service Provider’s Guide to Live Chat and AI Chatbots

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The Healthcare Service Provider’s Guide to Live Chat and AI Chatbots

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Chapter 1

The potential of telemedicine with live chat

From following up with patients post-surgery to less urgent issues such as an ear infection, from chronic condition management to mental health check-ins, telemedicine can improve the healthcare consumer experience through greater convenience and satisfaction. It can also generate cost savings and productivity gains for providers.

Recent research by Vidyo has found that remote and video- enabled care is becoming a critical cornerstone of healthcare delivery, with over 75% of providers operating or planning to launch telemedicine services in the year to come. That’s a good thing because 90% of consumers surveyed said they wouldn’t hesitate to leave a healthcare provider that isn’t offering a satisfactory digital experience, and 88% of the respondents younger than 40 said they’ll choose their next provider based on a strong online presence.

90% of consumers surveyed said they wouldn’t hesitate to leave a healthcare provider that isn’t offering a satisfactory digital experience.

Healthcare providers know that real-time digital communication is necessary for connecting with consumers, but implementation without a clear path to success can lead to unsatisfactory and unprofitable results. This is where live chat comes in. Thanks to its real-time engagement and audio/video capabilities, chat is the perfect platform for providers to roll out their telemedicine programs.

With chat’s audio and video features, telemedicine is a convenient, accessible, and private solution for patients. Delivered right into their home – or wherever they are – this remote capability removes service barriers for patients without compromising on care quality. The phone alone won’t cut it – having a solution that allows for voice, video, and text-based chats caters to a wider range of scenarios.

For instance, video allows you to see physical symptoms, and text-based chats with auto-translation can help those with difficulty speaking your native language find resolutions faster and more easily than email.

With live chat as the cornerstone of a modernized consumer engagement strategy that encompasses messaging, voice, and video, healthcare providers can deliver support that’s far more accessible, functional, and cost-effective without sacrificing security or privacy.

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