customer experienceNo one wants to spend time in the doctor’s office, but I have a four small children and it seems this past winter I spent days of my life there. But what makes the visits more tolerable as the staff listen to crying children –  and deal with their exhausted parents – is the fact that our provider maintains a high standard of customer service to ensure patients have a positive customer experience.

Improve CX with the Latest IVR Solutions

The Medical Group Management Association reports that there is a seven percent no-show rate to doctor’s appointments, causing medical practices to waste time and resources. Meanwhile, 72% of practices say their staff could be more efficient by focusing on tasks other than manual phone reminders. The good news? Delivering personalized appointment reminders through Outbound IVR solutions and providing instant access to scheduled appointments via Inbound IVR solutions can help reduce the patient no-show rate and free up staff from time-consuming manual tasks like confirming appointments, while increasing the organization’s revenue.

As the National Healthcare Marketplace rolls out in the US, doctors and hospitals will be taking on a flood of new patients and they will need to streamline communications strategies to maintain a high-quality of customer service. However, before providers begin putting IVR solutions into place or revamp existing systems, it is important to first assess needs and make an informed decision on what will work best to enhance customer experience. Below are some tips on how to review the entire patient experience of your IVR from design to implementation:

  • Uncover what’s frustrating your customers, causing inefficiencies and increasing costs
  • Design the experience you need to provide to tackle the issues you are facing
  • Explain the cost impact of adopting change or doing nothing at all
  • Identify real ROI within your current IVR and contact center infrastructure


Thanks for reading!

Aaron Wellman

Aaron Wellman is the Product Marketing Offer Lead for Self-Service solutions at Genesys. Aaron came to Genesys with the acquisition of Angel in April, 2013 where he had been with the organization for over 10 years. With a background in...