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Omni-channel Customer Engagement
Capture the voice-of-the-customer across the continuum of care including in-hospital digital rounding, in-clinic kiosks and post-visit text and email.
Uncover sentiment and categorize customer comments/providers notes for customer satisfaction and clinical measures.
Customer Experience Management
Includes issue resolution/ticketing system and built-in CRM, customer profiles and journey mapping.
- Engage and listen to customers across multiple channels.
- Multi-modal platform accelerates high velocity feedback from any device or web browser including tablets at the point-of-care as well as customer’s mobile phones to encourage higher participation rates and engagement.
- Manage questions, complaints, concerns and unresolved issues in a single efficient workflow
- Timely, accountable service request resolution
- Assign follow-up actions to team members and track issue resolution
- Analyze high volumes of unstructured data such as customer comments and provider notes to uncover recurring themes and systemic issues
- AI-enhanced customer engagement insights
- View customer profiles, personas and journey maps to better address individual customer needs.
- Provides keen insights into customer relationships
- Searchable database to view individual customers history, preferences, etc