WHAT PROBLEM DOES BELLSYSTEM24 VIETNAM SOLVE?
Receive information and support advice
When a call comes in, the IVR will guide the customer to direct the call to the operator in the appropriate examination department. At the same time, support forwarding the call to a specialist to answer questions related to the disease.
At the same time, customer information, call history, and medical history will be displayed in detail to help operators easily grasp and advise.
Call reception process
Easy appointment scheduling via voice, website and App
Owning an omnichannel contact center Telehub supports integrating direct appointment booking when customers call or via Website and App. All information is stored in detail through CRM.
*Voice channel
The appointment booking module is clearly displayed and stores detailed information such as: phone number, examination department, examination time... The appointment schedule is divided into different time slots, every 30 minutes there will be 7 blank tickets. When the customer has booked all the blank tickets, the operator will advise the customer to choose a more suitable time slot.
When the appointment is successfully booked, a confirmation SMS message will be sent to the registered phone number. When the appointment date is near, the Consultant will call to remind the appointment. Customers who book an appointment only need to provide information and time to be given priority for the examination.
*App and Website Channel
When booking an appointment via the hospital website or App, the appointment booking interface is displayed simply, customers can easily complete the registration information and wait for an SMS message confirming successful appointment booking.
Website appointment booking interface
All appointment information on the website and App will be synchronized to Telehub. Operators can easily grasp, manage information and call out to remind appointments.
Statistics on call volume and appointments on each channel
Daily appointments and call volume are specifically and detailedly recorded on each channel.
RESULT
Improve the quality of patient care
Bellsystem24 Vietnam with Telehub software helps increase the working efficiency of the operator up to 50%, receiving calls from customers and patients 24/7 and the ability to route calls to the appropriate specialist to support the hospital not to miss any cases. Outgoing calls to remind appointments also help improve the quality of patient care.
Optimize appointment scheduling process
The appointment booking process is displayed simply on both voice channels, website and app. The clear information flow helps the operator easily receive and advise; customers easily book suitable appointments.
Enhance brand image
Owning a professional consultation and appointment hotline helps PSHN Hospital enhance its brand image in the eyes of customers, becoming one of the top choices in the industry.
