Healthcare organizations are committed to delivering excellent care, prioritizing patient satisfaction and experience through a patient-centered approach. This approach ensures that patients are firmly at the center of care and participate in each step, and now the key is to adopt digital patient communication between the patient and the caregiver.
But the path to true patient-centered care is not without its challenges. Health care organizations achieve cohesion complexity among different health systems, using the predictive power of data analytics to predict patient compliance and address some ongoing inequalities that have led some patients to work hard to access care.
Webex's new study shows that 76% of respondents believe that digital communication tools can improve the patient's experience, although using these tools is not currently a factor in choosing a healthcare provider, while 61% still choose providers that do not offer digital communications. This suggests that there is still a low level of awareness that patients can interact with health care providers like other aspects of their lives, which is important if providers turn to value-based care models.
Advanced communication technology makes it simple
Cloud communication platforms such as WebEx Connect help healthcare organizations improve their overall patient engagement strategies. Communication across multiple channels and integrated into existing backend systems, bringing digital communication into existing processes and applications, enabling healthcare providers to digitally transform and helping their patients choose communication channels, making it fast and simple.
Webex Connect helps overcome these challenges through strategic partnerships, personalized and innovative AI-driven insights to deliver more central, patient-centric experiences. If you are in HIMS2024, you have to experience the power of Webex Connect and how we use it in mobile ordering coffee sticks, but its importance in healthcare is to reduce the power of communication and journey between patients and clinicians.
What is the experience of Webex Connect’s mobile ordering coffee bar?
Unlike many modern retail communication solutions, the first important thing is to explain that Webex Connect Mobile Ordering Experience is not a smartphone application.
CaféCisco's mobile subscription experience uses drag and drop workflows in WebEx Connect, third-party system integration, and multi-channel digital communications to connect patients with clinicians for a seamless healthcare experience. In this case, we have applied technology to demonstrate the mobile ordering experience.
How does Webex Connect's mobile ordering coffee stick work?
We have built a mobile ordering journey to demonstrate the best features when you adopt a rich messaging channel (in this case, business messaging and Google Business messaging) to create an exciting new digital customer experience.
Customer journey first scans the QR code to trigger the experience. Using Webex Connect's smart device detection, customers immediately provide a diverse beverage menu on their native message client via Apple Business Messages or Google Business Messages.
While the final stage of the ordering process requires customers to personalize their orders by entering a name, this is the first and only time the customer enters any text information. So far, they've just been asked to reach the pre-filled option. This makes the experience highly accessible, especially faster than any application that requires login information.
On the business side, Webex connects the bundle and passes the order information to the relevant order management system (OMS), in which case the barista makes the drink. Baristas can even update orders with approximately waiting time, ensuring customers are saved in a loop through two-way communication.
More importantly, this waiting time provides a unique opportunity to send relevant marketing materials to customers and ask them for real-time feedback. CaféCisco can even collect contact information such as email addresses into an integrated CRM to make the next interaction faster for the customer. However, this experience is just one of the myriad use cases powered by Webex Connect’s centralized communications platform.
Why CaféCisco is important
Webex Connect’s mobile ordering coffee bar experience is important. This is because whether you are trying to manage appointments, supplement prescriptions, or host video consultations, it proves the technology’s nearly unlimited potential applications to enable automated two-way digital interactions between patients and their providers.
The key is that it is end-to-end, frictionless to users, and has a built-in iterative change method that is data-centric. Cisco has built a way to report workflows so that you know what works and what doesn’t work so that the experience for patients and healthcare workers can be improved.
Learn more about Webex Connect and its work with WebEx applications and Webex Contact Center to enhance healthcare operations.
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