Healthcare providers urged to embrace omni-channel communication for enhanced patient experience

Healthcare providers have been urged to adopt automated, omni-channel communication solutions to enhance patient experiences, both in-person and at-home in Kenya.

During the "Digital Pulse", CEO’s Roundtable event hosted by M-TIBA, Rachel Njiru, Director of OP Africa at Infobip, emphasized the significance of providing healthcare institutions with digital omni-channel solutions.

These solutions not only enhance patient loyalty and satisfaction but also contribute to reducing operational costs, enabling providers to connect with patients through their preferred digital channels such as WhatsApp, Messenger, Live Chat, SMS, and more.

 “Infobip offers a comprehensive suite of capabilities, including our omni-channel communications platform, Cloud Contact Centre as a Service, AI-enabled chat bots with drag-and-drop functionality, automated customer engagement, customer data platforms, as well as identity and security solutions,” said Njiru.

Utilizing a single omni-channel platform to engage with patients across various digital channels not only decreases patient wait times but also minimizes missed appointments, thereby increasing overall patient satisfaction.

By implementing smart solutions such as chat bots and a cloud contact center, patients can autonomously resolve queries, leading to increased efficiency and reduced workloads for healthcare staff. This allows them to dedicate more time to patient care rather than manual tasks.

Njiru also highlighted the untapped potential for health insurance companies to leverage connected data and technology to improve services.

She envisioned a future where insurers utilize real-time health data to proactively identify risks, personalize coverage, and empower individuals to manage their well-being effectively.

“By leveraging connected data and technology, health insurers can revolutionize their operations, improve patient outcomes, and reduce costs,” Ms. Njiru remarked. “From telemedicine and wearable devices to AI-powered diagnostics and blockchain-enabled security, the possibilities are endless.”

Infobip’s omnichannel communication solutions empower insurers to deliver personalized experiences to policyholders, driving growth and loyalty through deeper customer insights and tailored messaging across preferred channels.

Insurance companies can enhance customer engagement and operational efficiency by adopting an omni-channel approach and developing conversational channels such as WhatsApp, and Messenger.

Utilizing customer data, intelligent workflows can be created to deliver contextual messages to policyholders at the right time and through the right channel.

In addition to chat bot-building platforms, the integration of digital contact centres enables insurance companies to personalize customer support, leading to higher satisfaction levels and increased loyalty among policyholders.

“Realizing this vision requires more than just technological prowess; it demands collaboration. By working together, insurers, healthcare providers, tech innovators, regulators, and patients can create a more efficient, personalized, and preventative healthcare ecosystem,” said Njiru.