NINCHAT FOR HEALTH CARE

Transcription

1 NINCHAT FOR HEALTH CARE Ville Mujunen, CEO, Ninchat Copyright Ninchat All Rights Reserved.

2 REFERENCE CUSTOMERS

3 NINCHAT for Health Care DIGITAL PATIENT JOURNEY Ninchat is a leading, digitally native, secure communication service (chat, files, video) for Health Care providers. Enable digital transformation rapidly and cost-efficiently. BENEFITS Improve customer satisfaction and operational quality. Save costs and increase efficiency, find new agile operational way-of-working & new business areas. USE AREAS (1-1 chat, group chat, persistent chat) Patient consultation (Doctor-Patient, Nurse-Patient) Internal team communication (Unifies distributed team, increases agilty) Internal counseling (Nurse-Doctor) Hospital support (equipment helpdesk, internal support for secretaries) External customer service (authenticated, non-authenticated customers) New business areas (coaching, recovery support, preventive programs)

4 CASE: NINCHAT for Health House / Terveystalo (FI) Real time Doctor consultations in Web and Mobile apps. Over 200 Doctors, paid Doctor appointments made in 18 months. CUSTOMERS : GET INSTANT SERVICE No waiting or travel time to see doctors. Shorter doctor visits, available anywhere 24/7. DOCTORS : GAIN EXTRA INCOME When there is a surprise cancellation, the doctors can serve digital customers and earn more, anywhere. EMPLOYER & EMPLOYEE : TIME SAVINGS Hours of travel and waiting time saved. Shorter visits are also cheaper. TEAM : DISTRIBUTED & UNIFIED Internal team channel unifies doctors across the country, passes on tactical information and silent knowledge.

5 CASE: NINCHAT Oulu Työterveys / Symptom mapping (FI) Occupational health self care & symptom mapper. Nurse, Doctor, Fysiotherapist, Psychologist and Social counselor appointments. 100 professionals. CUSTOMERS : GET INSTANT ADVICE OR CONSULTATION Patient fills in symptoms and the mapper turns into real-time consultation if symptom score is high enough. a real-time chat consultation is started: COST SAVINGS: SELF SERVICE & LOW PRIORITY PATIENTS Time saved when low priority patients can find self advice. Quality improves when work time can be concentrated into more acute patients. EMPLOYER & EMPLOYEE : TIME SAVINGS Decrease amoun of repetitive work. Save travel and waiting time. Visits are also cheaper, chat visits to Nurse/Doctor last in the average 8 minutes. TEAM : DISTRIBUTED & UNIFIED Internal team channel unifies doctors across the country, passes on tactical information and silent knowledge.

6 CUSTOMER VIEWS: EMBEDDED INTO CUSTOMER PLATFORM MOBILE & APPS WEB

7 CUSTOMER VIEWS: COLLECT DATA ALREADY BEFORE CHAT BENEFITS: Decrease amount of chats by providing self-care instructions. Direct customer to the right professional at once. Collect necessary decision data eg. medication, allergies or pregnancy status. Improve customer experience and save chatting time.

8 USP UNIQUE ANGLES Real-time, overall view of the customer experience Strong encryption supported and EU GDPR supported. Can be embedded inside customer user interface and apps. Includes team communication with alerts and mobile app. The most flexible solution. Possibility to build custom features. Compabtible with Bots & AI. We know how it needs to be done!

9 Ville Mujunen, CEO THANK YOU!

10 NINCHAT Additional product views Copyright Ninchat All Rights Reserved.

11 PROFESSIONAL VIEW: TEAM CHAT Team members Always-on channel for internal team communication

12 ADMIN CHATTING WITH A CUSTOMER Chat queues Team Channels Ready made answers Metadata Referral Authentications Live data Customer discussions Tags: Classify your customers Internal 1-on1 discussions

13 ADMIN CUSTOMER QUEUE SETTINGS Settings can be found by clicking the queue Name your queue Timezone Schedule your opening hours

14 ADMIN AGENT MANAGEMENT Manage user rights by clicking the queus & admin roles Assign agents to the right queues. According to skill level or areas of expertise. E.g. Language, skills, job tasks, location (sales, support & customer service, etc.) Assign organization operators who see statistics, etc. Queue agent can: - pick customers from queue - open / close queue on site Operator can: - change queue schedules - view statistics - view discussion transcripts - give queue rights to others - define tags - change chat window texts

15 ADMIN STATISTICS Amounts, levels & satisfaction Assess customer trends, team performance and plan the need for resources Statistics are near real-time (10 minute delay) Includes tags, customer satisfaction and other metadata) Select time period for analysis. Identify Daily trends, by hours (e.g. peak at 6 o clock) Assess: hour/day/month Data and transcripts can be downloaded as CSV OR they can be sent to your CRM database (contact us for more info).

16 ADMIN STATISTIC Lenghts, Rating & Daily summary Statistics increase team performance

17 ADMIN STATISTICS AGENT SUMMARY Understand your customer service agents and customers better Chat agents Topic/Queue Service Level Duration of Conversation Positive/Neutral/Negative Customer Satisfaction Addtitionally Tags Actions (e.g. Order/sales complete) Triggers (e.g. page loads) Metadata Authentications (e.g. Customer info) Coming Config System (set tiggers, actions) Measure of conversion in dashboard)

18 ADMIN STATISTICS TRANSCRIPT LISTING Catch bad experiences and fix problems before they escalate! Why?!

19 ADMIN STATISTICS DETAILED TRANSCRIPT Read customer transcripts & build you own detailed analysis with metadata Build detailed analysis, e.g. Customer satisfaction per tag