The complexity of healthcare means members and patients need frequent 1:1 interaction to help them stay on top of their health needs. Traditionally, call centers have addressed this need via individualized outreach by phone. But times have changed. Phone answer rates are decreasing, and consumers now prefer messaging-based channels (such as text message) for simple interactions.
Advances in technology mean that many of today’s high-volume, low-complexity healthcare consumer interactions can be delivered through automated, text-based conversations.
mPulse Mobile’s automated healthcare call center solutions empower tens of thousands of call center staff to focus on high-value interactions and engage in real-time text message conversations using our desktop app. Our Conversational AI solution utilizes automated conversations and 1:1 text interaction to handle high-volume touchpoints, then elevates only the conversations that require additional support from staff. We work alongside you to ensure that our healthcare call center solutions slot seamlessly into your existing workflow to help you improve the consumer experience and make your call center more efficient.
Reorder conversations successfully transitioned from phone outreach to automated text messages
More refills completed by pharmacy staff using 1:1 text interaction vs. phone
Seconds average wait time (down from 8 minutes) by transitioning inbound callers to text
mPulse Mobile’s Call Center Optimization Solution balances automated conversations through mobile channels, one-to-one text engagement between staff and consumers, and flexing call volume to keep up with consumer demand.
The mPulse Mobile Call Center Optimization Solution leverages our enterprise-grade communication platform and innovative technology that powers effective and scalable conversations.