Explore the difference between proactive and reactive customer service approaches. Understand their implications on customer loyalty, brand reputation, and how these strategies can reshape your customer experience.
Industry: Charity/Home Healthcare Services
Use case: Streamlining Multi-Channel CX
Solutions: VoIP and Contact Centre Solutions
Meeting the challenge of multiple communication channels
A well-established Singapore charity delivering home healthcare services was using traditional support channels including voice, fax, and mail.
However, these communication methods were creating inefficiencies in delivering a seamless customer journey.
Recognising the need for technological advancement, they sought a robust and customisable VoIP and Contact Centre solution for better patient support.
Creating an intelligent, proactive patient experience using omnichannel
Activeo APAC, well-known for its expertise in implementing similar large-scale omnichannel customer experience projects, was entrusted with this transformation.
We conducted an in-depth assessment to understand the client’s operations, pain points, and opportunities for improvement.
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A Unified Communications and Contact Centre solution was proposed and implemented, providing multi-channel support (voice, chat, email, SMS).
This solution enabled agents to respond intelligently to patient queries and reach out proactively in emergencies.
Results: A more consistent patient experience delivered across channels
Once the new contact centre solution was implemented, the client noted a significant improvement in their customer support capabilities across all their communication channels.
This complete overhaul and implementation not only optimised the technology but also enhanced understanding of customer service standards within the organisation.
This was made possible by the fact that our expert consultants worked very closely with the client.
They ensured that not just the technology was upgraded, but that the necessary knowledge, and skillsets across the support team were also improved to take advantage of the tech and deliver better customer experiences.
The end result?
More efficient handling of enquiries and improved patient services throughout the organisation.