- No one wants to wait on hold!
- No one wants to “isten closely because options have changed”.
- No one want to get lost in a phone tree to get what they need.
Make it easy for patients! Three recurring complaints about service interactions that focus specifically on customer effort:
- having to call repeatedly (or be transferred) to get an issue resolved
- having to repeat information
- having to switch from one service channel to another (for instance, needing to call after trying unsuccessfully to solve a problem / make an appointment through the website)