8 conversion focused engagement strategies that you could apply to your business in 2024
Engagement is the buzzword in the business world. No matter the channel—website, in-store, social media platforms, or others—brands are trying hard to keep customers engaged.
But mere engagement isn’t enough.
Turning engaged customers into conversions is essential.
And here are conversion focused engagement strategies to help you turn engaged visitors into customers.
8 strategies to drive conversions from customer engagement
The idea behind generating engagement is converting engaged visitors into customers. And it’s not an easy task. There are hundreds of strategies you can use to drive conversions. Here, we have shared eight such strategies with actionable points.
1. Choose communication channels that customers prefer
Your customers might belong to different generations and age groups. And hence, different customers have varied preferences when it comes to communication channels. Some prefer live chat, others SMS or email, and some others, social media messengers.
Hence, it is essential to study customers’ preference for the type of communication channels. For instance, some customers might be more comfortable with email, others with WhatsApp chat.
Moreover, customers may prefer live chat when they want quick customer support but email when they want to raise a dispute. And so, it’s critical that you understand your customers’ preference.
Here’s what you can do to convert engaged visitors into customers by paying attention to your communication channels:
Analyze past data to understand customers’ preference for the types of communication channels
Understand which channels customers use and for what purpose because different channels have specific capabilities and plus points
Consider the various touch points across the customer journey
Communicate with customers on the channel of their preference—give them an option to choose their preferred channel
Use the right technology and tools to integrate all communication channels for a unified and consistent experience
2. Respond to customers proactively
82% of customers expect brands to respond to them within 10 minutes. And fast responders win up to 50% of sales. These statistics highlight the need for brands to respond proactively to customers.
Proactive response or support to customers involves anticipating customers needs and being ready with solutions to respond proactively and in a timely manner.
For instance, when a customer asks a question on your social media channel, ensure you respond to them as soon as possible. Not just that, but also give a useful response. Remember, everyone’s watching you on social media.
Proactive customer support can win you customer loyalty, more sales, and higher customer satisfaction, among other aspects.
Here are some ways to ensure proactive customer support and response for maximizing engagement for better conversion rates:
Understand customer needs and pain points—use different methods such as collecting feedback, surveys, AI, data, social listening, quiz on social media platforms, etc.
Apply strategies such as social listening, conduct surveys, collect feedback, etc. consistently—it is not a one-off activity
Leverage technology. Get the right tools to help you provide the customer support you want to offer to customers
Another conversion-focused engagement strategy is to present engaging experiences to customers. The idea is to attract their attention, deepen their interest, and make them engage more.
But engaging experiences are subjective, based on customer preferences, demographics, etc. Here are some ways in which you can ensure engaging experiences for customers:
Harness the power of personalization. Create personalized recommendations, relevant content and offers
Another strategy for boosting user interaction and conversions is to create visually-appealing communication
You can also increase engagement by offering self-service features on your website, via social channels, etc, which allow customers to perform actions and solve queries on their own. This can help boost conversions faster as customers would not need to reach out to you for help
Think creatively and create engaging media. For example, easy and accessible content, such as carousels to answer their queries. Basically, give customers something that further deepens their interest in what you have to offer
4. Leverage predictive AI
Brands can leverage algorithms, machine learning, and AI techniques to enhance engagement and conversions. Predictive AI helps analyze customer data, past purchases, past browsing history, purchase patterns, etc. And you can proactively reach your customers based on these insights.
For instance, here are some things you can do:
Send timely reminders to reorder recurring purchases based on customers’ past order history
Share personalized product recommendations based on insights on customers’ preference and interests
Offer predictive customer service to build trust and improve conversion rates
Use predictive AI to create dynamic pricing strategies by analyzing customer AOV, pricing preference, and competitor pricing, etc.
Share personalized content relevant to customer segments
5. Use AI for timely communication
Effective communication is key to engagement optimization for higher conversion. It ensures you stay connected with customers throughout the customer journey and is a key aspect of customer experience.
Not only do you need to send the right message, you also need to send it to the right customer, at the right time!
As the business world keeps evolving, customer expectations also keep increasing. And brands have to address customer needs and preferences via their communication strategies.
Here’s how you can use AI for effective communication with customers:
Use AI for timely communication. Know where your customers are, what they need, preempt their actions, and send timely messages on their preferred channels
Send real-time offers and discounts if you need to, to ensure customer satisfaction
Show customers relevant content and ads on social to engage them and increase conversions
Use AI to optimize marketing campaigns by leveraging the most effective channels
6. Incorporate real-time segmentation
In order to consistently provide good customer experience, you will have to put in consistent effort. But there are tools and solutions for that. By consolidating data from all channels, you can use real-time segmentation to create better customer experiences.
Real-time segmentation can help you create timely and tailored content, messages, and experiences to drive conversions and sales.
For instance, consider aspects such as customers’ browsing behavior, real-time interactions, engagement levels, etc. From these insights, create more personalized experiences by offering things customers would like.
Additionally, you can use real-time segmentation to target a specific set of audience. For instance, offer discounts to customers currently browsing your latest collection. Display a pop-up with a discount code and a link.
7. Host a virtual customer engagement event
Apart from experience within your website, social media channels or physical store, there’s a lot more you can do for improving conversion pathways through increased engagement. Ever thought of hosting virtual events for customers?
Here are a few tips and things you can do:
Create thoughtful virtual events that resonate with your customers. Run-of-the-mill events may not be enough to create real engagement
Have a specific goal for each event so you can measure the results at the end
Make the events about your products and services as well as something more than that. For instance, combine charity, causes and community activities into these events
Bring together segments of customers at events as it is an opportunity for them to connect with like-minded people
8. Create customer journeys
Creating customer journeys is about tracking customers’ interaction with your brand from the start to the end and beyond. By monitoring customer interactions at various touchpoints, you can understand what they like, don’t like and what works for them. Creating customer journeys helps tailor customer experience and personalize it.
By creating customer journeys, you can understand customers better, create customer profiles, identify issues and address them, drive customers to take desired actions, etc.
Here’s how you can create customer journeys for conversion-focused engagement strategies:
Use AI-powered customer journey tools and platforms to automate the process
Involve customers in the customer journey mapping process, for example, collect feedback at various touchpoints
Use predictive analysis to predict customer behavior. For example, if data suggests a customer is going to quit buying from your site, you must use the information to come up with a marketing campaign to encourage the customer to stay
Keep optimizing your marketing strategies based on changes you observe across the customer journey
Getting started with conversion-focused engagement strategies
Interacting with and engaging customers is extremely important. And to be able to turn engagement into conversions for your business, you need to be proactive – respond in a timely manner and create meaningful conversations.
Radarr by Genesys is a social and digital data analytics and engagement platform. The platform provides a comprehensive suite of capabilities around social listening, social media response, AI and ML learning, and digital monitoring.
With Radarr by Genesys’ social monitoring and the ability to create customer journeys online, you can proactively engage your audience at each stage in their journey, driving higher conversions.
There are currently at least five generations of consumers; who are audiences to your marketing content; who respond to your marketing campaigns; and who buy from you.
But wait a minute!
They’re not all the same. They all aren’t responding to all your marketing campaigns.
The question is — are you creating multigenerational customer experience strategies for your Shopify brand?
In this blog, we explore what multigenerational CX is and how to go about tailoring CX for diverse age groups.
Let’s get started!
How different generations engage with eCommerce brands
A study by Forbes Advisor and OnePoll found distinct characteristics of different generations in the way they interact, engage, and discover eCommerce brands. We extracted the most important data and cues that can help you in personalizing experiences for different age demographics. Here’s what we found:
Generation Z (18-24)
Millennials (25 – 40)
Generation X (41 – 56)
Baby Boomers (57 – 74)
Relies on recommendations from influencers to build a relationship with a brand
38% rely on recommendations from friends and family
43% rely on recommendations from friends and family
48% rely on recommendations from friends and family
Quality of product or service is important for long-term loyalty
Quality of product or service is important for long-term loyalty
Quality of product or service is important for long-term loyalty
Quality of product or service is important for long-term loyalty
Prefer personalized product recommendations
Prefer personalized product recommendations
Prefer tried and tested products and brands
Prefer tried and tested products and brands
36% prefer in-store shopping
44% prefer in-store shopping
56% prefer in-store shopping
60% prefer in-store shopping
Use less social media to discover brands compared to millennials
Most likely to use social media to discover new brands
Use less social media to discover brands compared to millennials
Minimal use of social media to discover new brands
Brands that align with their personal values is the most important factor
Personalized communication from the brand is the most important factor
If you want to create effective multigenerational CX design for your online store, it’s time for you to shed your old marketing methods and strategies. While there are many methods you can apply in your marketing, try these five actionable strategies, to begin with.
1. Tailor customer service experience to different generations
When it comes to customer service, people tend to have different habits based on the generation they belong to. Hence, if your brand focuses on a specific generation, it can be easy for you to provide the relevant customer experience.
However, if you cater to multiple generations, it’s important to understand the preferences of your different customer segments.
Here are some tips to help you:
Baby boomers prefer one-on-one interactions on the phone, and may not feel comfortable with technology
Millennials are more comfortable with technology and hence prefer live chat or interacting over WhatsApp and Messenger
Gen Z prefers quick and efficient service and hence may be more inclined on using apps and chat channels
If you cater to a diverse customer base, it’s essential to have an effective multigenerational CX design around customer support
Pro tip: Ensure your customer support systems and tools are in sync with your other digital assets. This will help you with data collection to understand the preferences of different customers.
Explore Radarr to communicate with customers, track your customer support team’s performance and collect insightful data.
2. Multigenerational customer experience strategies for social media
Consider these figures:
62.3% of people use Instagram to research brands and products
42% of Gen Z connect with brands that interact with them on social media
47% of millennials use social media to learn new trends and prefer original content
Food for thought, right?
Your target customers have different needs and preferences from your social media content. Are you creating inclusive customer experiences for them? Here’s what you can do:
For millennials: create social media communities
For millennials, thing about creating communities on social media channels
Identify and narrow down the purpose of your social community based on your product or service
For instance, listen to what your customers are talking about, the questions they’re asking, and then think of topics for your customer communities
Example: Nood, a brand around women’s health and comfort has built a community on its social media channel. The brand initiates conversations around women’s health and sustainability and community members join in the discussions. Building communities is also an excellent way for personalizing experience for different age demographics.
Gen Z are more interested in two-way interactions with brands. Here’s how you can create an inclusive customer experience for them:
Create awareness campaigns in different interactive forms such as quizzes, polls, etc.
Ensure your social media manager responds to customers’ questions and comments as soon as possible
Gather Gen Z customer data and insights to create multigenerational customer experience strategies for social
In a similar manner, collect data on what other generational customer segments are looking for and create relevant social media experiences for them.
3. Build empathy and emotional connection with different generations
Whether we like it or not, there is bias and ageism in our everyday life, including in marketing. If you want to win as a brand, you’ll have to be more than age neutral.
We’re already seeing a shift in the way brands are approaching multiple generations of consumers via emotional intelligence. For instance, see the chart below that shows some brands that measured the emotional connection score of their customers.
So how do you build strategies for cross-generational customer satisfaction by incorporating emotional intelligence? Here’s how:
Identified emotionally-connected customers and target them with special messaging based on their age-groups
Transform satisfied customers to connected customers by keeping their emotional needs in mind
Consider every touchpoint in customers’ journey and create experiences that connect with them emotionally. For instance, in-store, online, omnichannel, social media, etc.
Use data to identify factors that motivate customers emotionally across different generations
4. Create effective multigenerational CX design
No matter the generation online consumers belong to, one thing that’s imperative is user-friendly interfaces, design, and navigation. And it’s one of the most critical to designing multigenerational customer experience strategies.
Factors that affect customer experience across age-groups:
Research by marketers and social scientists shows that the differences between generations are fuzzy.
Why?
Because “generational thinking is absurd at a time when the revolution in real-time data from smartphones and digital platforms offers more accurate ways of predicting and shaping individual consumer behavior.”
So, what should brands do?
Prioritize data: Collect real-time data with the help of digital tools and software. Extract information on individual preferences and use data to cater to individual wants and needs.
Avoid mixing age with lifestyle: A large segment of the older generations now lives a youthful lifestyle, is tech savvy, and prefers to transact just the way the younger generations do. Again, data can help you understand your customers’ preferences.
Bring different generations together: Instead of separating different generations, craft your marketing messaging in a way that brings people of all age groups together.
Example: Nike’s Unlimited Youth campaign celebrates everyday athletes who push the limits. For example, the brand featured a 93-year-old triathlete.
Summing up – how to get started with multigenerational customer experience strategies
With so many generations to cater to, creating effective multigenerational CX design can seem like a daunting and complex undertaking.
And that’s why you need intuitive tools to help you leverage the power of data to establish strategies and reap benefits.
Meet Radarr, now coupled with Genesys, it’s the one tool you need to build a unified customer experience for your online brand. From social listening to owned page analytics to sentiment API, the comprehensive tool is designed to tailor CX for different age groups.
Customer experience is imperative to business in today’s world as 52% of customers will switch to a competitor if they have a single negative experience.
Because of the internet, there are more ways than ever for customers to interact with businesses. That’s where omnichannel customer experience comes in. It’s all about making sure that no matter how a customer reaches out—whether it’s on the website, through social media, or in person—the experience is seamless and satisfying.
In this blog, learn about omnichannel CX and the importance of creating an omnichannel experience strategy.
What is omnichannel customer experience (CX)?
The omnichannel customer experience involves focusing on and optimizing all customer interactions across various channels. Whether they shop online, visit a store, use a mobile app, or connect on social media, the experience should be smooth and connected.
What is the difference between omnichannel marketing and CX?
Omnichannel marketing and customer experience (CX) are related but different concepts in the business world.
Omnichannel marketing is a customer-centric strategy performed by businesses to reach out to customers on different channels. It aims to maintain consistent brand messaging creating a uniform brand image so that customers have a consistent and smooth journey no matter where they interact with the brand.
On the other hand, Customer experience (CX) is broader and focuses on the overall perception and satisfaction that customers have with a company throughout their entire journey. Customer experience is a sum of experiences that a customer experiences from initial awareness and interaction to post-purchase support and beyond.
What is the importance of omnichannel CX?
An omnichannel experience strategy holds greater significance for any business. Here are some of the reasons:
1. Improved Insight into the Consumer Journey
An omnichannel experience strategy provides businesses with a deeper understanding of how consumers interact with their brands across various touchpoints.
When businesses keep track of customer behavior and preferences across different channels whether it is a website, email, customer support chats, or social media platforms, they get a plethora of valuable data.
This data helps businesses to personalize conversations and offerings for each individual. It also helps in identifying patterns and pain points proactively to provide a positive customer experience.
For example, when creating an omnichannel experience strategy, businesses can easily identify the most effective channels for different stages. You can use social media for product updates, but email for detailed promotional offers and savings. This insight enables companies to optimize their marketing strategies to better meet customer needs and expectations.
When a business uses the collected data to optimize interactions and marketing across different channels, it establishes familiarity with its customers. This familiarity becomes helpful for your customers who are expecting a genuine answer to their needs. This is because the business is already familiar with customers’ problems and what they’re looking for, no matter which channel they use to reach out.
An omnichannel experience strategy establishes personal experience that allows consumers to think of your brand as a more reliable option.
For instance, a customer may start browsing products on a company’s website, continue their research on a mobile app, and make a purchase in-store—all without encountering disruptions or inconsistencies. This level of continuity and ease of interaction enhances customer satisfaction and encourages repeat business.
3. Increased CLTV (Consumer Lifetime Value)
Customer lifetime value (CLV) is the total profit a customer generates for a business throughout their relationship. Focusing on an omnichannel experience strategy puts a spotlight on each customer separately. This focus allows customers to associate a positive brand perception and increase customer loyalty.
For example, a positive omnichannel experience can lead to higher average order values, increased frequency of purchases, and reduced churn rates—all of which contribute to maximizing the CLTV.
How to build an omnichannel customer experience strategy?
Here is a step-by-step guide to building an omnichannel experience strategy for your business:
1. Research, strategy, and design
It all begins with deep research. Research your target audience’s preferences and behaviors across different channels like websites, social media, and stores. This will allow you to understand your customer’s demands and pain points and also allows you to predict their upcoming needs with the following pattern.
Based on the gathered data, develop a strategic plan that aligns with your business goals and customer needs. Share this plan with different departments to maintain consistency.
Design value proposition by performing customer data segmentation for creating relevant and seamless experiences across all channels, ensuring that branding and messaging are cohesive and tailored to your audience.
2. Identify touchpoints
Identify touchpoints where customers interact with your brand. These touchpoints could include browsing your website, engaging on social media, or contacting customer support. Understanding these touchpoints helps perform integrated customer journey planning and identify opportunities in omnichannel experience strategy for improvement.
3. Plot the funnel
A marketing funnel maps the customer journey from their point of interaction to making a purchase and loyalty. Plot the funnel by mapping out this customer journey. Optimizing customer touchpoints across channels along the funnel and ensuring a smooth transition between each stage for customers. Optimize the funnel to reduce friction and make it easy for customers to move through their journey.
AI and automation assist in keeping up with your strategic omnichannel customer engagement. For example, chatbots help cut pressure on agents and attend to your customers 24/7 with automated responses. Right techstack also works in the background. It also helps in social listening, data collection and analysis, and utilization.
5. Study feedback and find gaps
One of the omnichannel experience design best practices is to go through the feedback to find and fix gaps.
Perform surveys, collect reviews, and study customer support interactions to study feedback from customers across all touchpoints. This data will help you build a proactive approach to address any identified gaps and continuously improve the customer journey.
Conclusion
To be able to build an omnichannel experience strategy, you need visibility into what is happening across channels. That is where a solution like Radarr comes in for planning for seamless cross-channel interactions.
Radarr as the best online reputation management platform serves as a valuable tool, enabling real-time monitoring of online conversations surrounding your brand and offerings. With Radarr, timely responses and proactive reputation management become achievable, fostering a positive online presence.
And now with Radarr and Genesys coming together, you can create better omnichannel customer experiences too.
Today, 90% of customers expect interaction with brands across multiple channels. But keeping up with this ask requires a multichannel presence of brands – and simply being present on several channels does not serve the purpose. You have to develop a unified digital experience design.
In this post, we have discussed some digital channel integration strategies significant to develop consistent, streamlined multi channel user experience.
How to develop consistent and streamlined experiences
Here are some steps you can take to achieve multi channel user experience optimization:
1. Streamline the channels
For achieving multi channel user experience optimization, streamlining channels is the first thing to focus on. The strategy involves identifying the most used channels by analyzing where your audience engages the most and for what purposes. It allows you to allocate efforts and resources in the right direction rather than trying to be everywhere at once.
For example, your audience might prefer social media for quick updates but email for complex problems. Use this information to create a strategy accordingly and ensure that your audience receives a consistent message and experience no matter which channel they interact with.
2. Set up social listening and monitoring
Social Media Listening involves tracking brand mentions, sentiments, customer feedback analysis, and industry trends on social media platforms, and Social Media Monitoring focuses on specific campaigns, keywords, or what users are saying about your brand.
Both social media listening and monitoring help businesses stay updated on what their audience is saying, their opinions, and their needs. This helps you tailor your content and responses to provide a more personalized and relevant experience.
Use the best social media monitoring tool to be efficient with this strategy. Radarr is an AI-powered tool that allows users to understand audience interests and responses and identify new trends across all channels via a single dashboard. Its crisis management dashboard enables the evaluation of customer sentiments and detects negative keywords. With Radarr, customer service teams can listen to and respond to problems in real time.
Creating seamless digital customer journey orchestration involves keeping track of all the different ways in which customers interact with your brand. It allows you to gather credible data about what your customers like and don’t like to create personalized experiences. AI integration allows businesses to automate the implementation and that too at scale.
For multichannel user experience optimization, AI-powered customer journey platforms also allow businesses to perform sentiment analysis on different channels to determine whether customers express positive, negative, or neutral sentiments.
One of the effective cross-channel user experience best practices is to maintain a centralized dashboard.
With a unified dashboard, you can track customer interactions, inquiries, and feedback across different platforms such as social media, emails, and chats. This helps in avoiding bottlenecks and ensures that customers don’t have to repeat themselves when switching between channels or interacting with different team members.
Having all information in one dashboard enables better coordination and collaboration among teams, leading to quicker responses and more personalized experiences for customers.
Create a unified dashboard using tools like Radarr to bring together all conversations from various channels into one place, providing full visibility and avoiding miscommunication.
5. Create guidelines
For a consistent experience, a set of guidelines is important to guide your support team. You can use customer support handbooks to ensure that your agents or team members know how to respond to customers effectively in any given situation. These guidelines outline the best practices, protocols, and standards for handling customer inquiries, complaints, and requests across various channels.
For example, the handbook may also include response templates, escalation procedures, tone guidelines, and FAQs to help agents address common issues efficiently and professionally. This ensures that every customer interaction aligns with your brand’s values and standards, regardless of who handles it.
6. Predictive analytics
The integration of predictive analytics allows businesses to use historical data and algorithms to strategically predict customers’ needs and behaviors. This allows your team to gain the ability to anticipate where a conversation is heading or identify which customers may require additional engagement.
Predictive analytics also helps you to provide proactive customer support for enhancing brand perception. It also enables you to increase your chatbot’s accuracy to provide the right support in the quickest way possible.
7. Use sentiment analysis and advanced customer segmentation
Customer segmentation is very crucial for offering relevant answers and positive experiences. It allows you to distinguish the larger audience into smaller groups based on their common factors. This segmentation allows for more targeted and personalized communication. For instance, you can send relevant promotions or content to specific customer segments based on their interests.
Using deep sentiment analysis with these customer groups helps your business better understand customers by looking beyond just what they say. This helps your team gauge customer satisfaction, identify potential issues, and perform multi channel user experience optimization.
8. Use automation
Use automation to promptly deal with repetitive queries. You can integrate chatbots on the website to provide quick assistance to customers with also an option to route problems to agents if that is the last solution. It also allows you to tell customers about the unavailability and the expected time they could expect their problem-solving.
Canned responses are also a good way to deal with frequent queries. Canned responses are pre-written messages for specific types of inquiries, ensuring consistent communication. Use both of them in sync. For example, chatbots can greet customers, collect basic information, and guide them to relevant resources. Canned responses can be used for frequently asked questions, such as shipping inquiries or product details.
9. Integrate with your other stack
Integration of your other tech stack into the systems allows for seamless multi channel user experience optimization by sharing data between various platforms. For example, if you integrate CRM with your marketing automation software ensure that customer data is consistent and up-to-date across departments. This leads to more personalized and targeted interactions with customers, improving overall satisfaction and loyalty.
Conclusion
To be able to offer streamlined experiences across channels, you need to be able to keep watch on them all in real-time
This is where having a social monitoring and customer journey mapping solution comes into play. It helps in multichannel user experience optimization by bringing all conversations from across the channels onto one dashboard, simplifying the view of all ongoing communication.
Radarr enables real-time monitoring of online conversations surrounding your brand and offerings. With Radarr, timely responses and proactive reputation management become achievable, fostering a positive online presence. It uses AI and machine learning to go beyond the basic analysis by collecting and decoding data from various channels for optimizing UX across multiple channels.
In recent years, the healthcare industry has gathered a negative reputation.
Patients often find it difficult to find relevant information, struggle to contact customer support, or generally feel unheard.
60% of Americans have had a recent bad healthcare experience (Forbes).
How are you ensuring only positive experience for your healthcare business?
In this blog, we look at patient centric healthcare strategies that will ensure the best experience for your customers.
9 patient centric healthcare digital experience strategies
Online experiences are going to be a huge part of the future of healthcare companies. And to be able to stay with the times and compete with brands bigger than yours, you’ll need solid strategies for positive healthcare interactions. Here are a few:
1. Prioritize accessibility
How easy is it for patients to engage with you and your services? Is your healthcare brand accessible enough for patients?
Accessibility means removing barriers and making things easy for patients. For healthcare, it includes digital as well as physical factors. Additionally, it also means inclusive and unified experiences.
Here are some ways to improve accessibility for patients:
Be empathetic towards patients and their needs
Provide a smooth and seamless experience across touchpoints
Track patient sentiments with effective social listening tools
Use automation to ensure seamless flow
2. Incorporate virtual care
A Deloitte study found that by 2040, at least 25% of all outpatient, preventive, and long-term care would move to virtual care.
Preference for virtual healthcare is on the rise. By meeting patient demands in creative ways via virtual care, you can stay competitive and win over patients.
For instance, here is an outline of a typical patient journey. One way of enhancing patient satisfaction in your healthcare business is to provide virtual capabilities at all these stages—starting from when patients explore and research care options to select providers to follow up post-care.
Here’s how you can incorporate this patient-centric healthcare strategy:
Use efficient tools to help you with virtual healthcare services
Incorporate tele healthcare
Provide virtual doctor consultations, nurse triage, monitoring, etc.
Train your staff to provide virtual care
Integrate tools in your healthcare systems to ensure consistency and avoid silos
Collect data from virtual healthcare assets and channels
Collect feedback from patients to make their experience better
Use data to understand accessibility, outcomes, and patient experience
3. Automate routine interactions
Patients and their families usually have a lot of queries. In addition, healthcare providers and hospitals, too, have to share a lot of timely updates with patients.
For instance, confirmation of consultation, updates regarding check-ups and tests, follow ups, etc.
One patient-centric healthcare strategy is effective communication—it is critical to patients and healthcare providers—it can help save time, speed up treatment, save costs, reduce patient anxiety, and improve the overall experience.
However, manual and one-on-one communication can be inefficient and inconsistent. That’s why automating routine communication is one of the best patient-centered care best practices.
Here’s what you can do for improving patient communication in healthcare:
Automate calls about routine matters such as renewals, reminders, etc.
Reminders about medication
Send reminders about appointments
Provide two-way communication option
Enable patients to set up appointments
4. Offer better customer experience
From offering telehealth to decrease the gap between patient and provider to using apps for improving patient communication in healthcare, the healthtech industry has continuously enhanced customer experience.
Adapt to patient needs via digital tools
Add a human touch to digital experiences
Ensure data security in patient communication tools
Offer multiple and an omnichannel digital communication experience
Offer fast responses to queries through automated responses
Explore Radarr to listen to your patients and your competitors online so you can provide top-notch customer experience.
5. Leverage data
Just like in other online sectors, patient data in healthcare can also be used in an effective way to improve patient experience, treatment outcome, and efficiency of your overall business.
But first, how to collect patient data?
There are many ways to collect data, such as, refer to patients past records and interaction, conduct surveys, and social listening. By tracking patients’ conversations, behavior and sentiments from social channels, you can understand patients a little better.
Here are some ways to use that data in healthcare:
Use data to understand patient needs and pain points. For instance, if patients are struggling to get in touch with you, they might tag you on social media channels. You can then use this information to provide a better way to contact you.
If you collect negative sentiments around your healthcare brand, you must identify areas for improvement, conduct polls or surveys with patients and enhance your brand perception.
Personalize patient experience by getting an understanding of patients’ preferences. For example, patients might be talking about requirements for homecare post treatment. You could reach out to them with personalized messages to offer the services.
6. Inculcate empathy in your services
Understand that patients and their families are going through a lot that may be causing them anxiety and other emotions. That’s where empathy comes in as a key patient-centric healthcare strategy.
How to make your healthcare marketing and communication more empathetic?
Start by listening to patients—one on one and social listening
Listen to recorded phone calls, track their conversations on social media, etc.
Keep the focus on the patient rather than your services and products
Train your staff, especially the patient-facing workers to learn empathy
Create a patient journey map and based on where patients are in their journey, listen to what questions they’re asking, their behavior, etc. Based on this, ensure empathy practices at every stage.
7. Leverage digital tools
From telehealth to AI to robot-assisted surgeries, health technology has been advancing by leaps and bounds. From administrative tools to surgery to diagnostics to wearable healthtech, healthtech is a vibrant industry.
Digital tools such as software and apps are designed to directly enhance patient and provider experience. Apart from these, tools such as social listening, monitoring and analytics, help healthcare businesses to gain insights into patient behavior and needs, and improve their offerings.
Some cues on using digital tools in healthcare:
Use social listening and monitoring tools
Use tracking tools and apps to help patients track treatments, medicines, appointments
Use social listening insights to create relevant content for patients
Share relevant data and insights with the right department in your healthcare organization
Track campaigns
8. Work on building your brand reputation
In the healthcare space, trust matters a lot. Patients need to feel confident about the services and practices of healthcare providers, whether individual doctors or hospitals and clinics. That is why a critical patient-centric healthcare strategy is to build brand reputation.
Here’s an example: One children’s hospital was looking to improve its ranking and reputation. They employed listening and monitoring tools to listen to people’s sentiment for their brand as well as other high-ranking competitor brands. Through listening, they identified opportunities to participate in healthcare awards and sponsor health-related events. These activities would help enhance their brand reputation.
Here are some ways to build brand reputation:
Understand your patients so you can serve them better
Incorporate technology and tools to make patients’ experience easy and better
Invest in tools that helps you understand your patients better
Collect patient data via segmentation and create a personalized approach for each segment
Automate communication to reduce patient wait time
9. Social listening for healthcare
It’s a misconception that only lifestyle brands can use social listening to improve customer experience. Healthcare businesses can also include social listening as a patient-centric healthcare strategy.
Here are some ways in which healthcare companies are using social listening to increase patient satisfaction and engagement:
Extract real-time information and insights and turn it into strategic marketing opportunities
Listen to patients pain points, interests, needs, and provide content that matters to patients
Collect data and information via your social listening tools and forward it to the different departments to which it would be relevant and useful
Use social listening to monitor campaigns and assess the success of your campaigns
Build patient-centric healthcare strategies with Radarr + Genesys
We’ve shared some actionable strategies for your healthcare company to get started with. You may apply all the strategies or choose the ones that align well with your goals.
However, to be able to apply these strategies, you will need to consolidate data and extract insights from online conversations.
That’s where Radarr x Genesys can help you create data-driven customer journeys to deliver positive experiences for patients.
