1. Self-management.

The technological era has accustomed us to the instantaneous, when we encounter a problem or have a question we want an immediate response or in a short time we will have lost patience, but beyond being a habit or even seem a whim, it is a necessity. When we talk about a client, a user, or patient having a problem with our service and when asking for help he does not get an answer, or in many cases he does not find how to ask for it; what is at stake is our relationship with the client, who is ultimately who pays us and for whom we do what we do.

The instantaneousness that technology offers us today, for example through the Internet, is an advantage that we must take advantage of and apply in the areas that need it most. Allow a patient to schedule an appointment in real time, to make a consultation, to buy medicines without leaving home, without unnecessary intermediaries, is something that is already happening and users are valuing it more than anything else and companies as well, since we are talking about process optimization, resource savings and increased revenue, which in short is a positive impact for the health sector.

The Covid-19 pandemic has been one of the greatest challenges that modern man has faced in terms of health, but we have never been so technologically and scientifically prepared to face one. Digital media allowed us to continue with important activities of our daily routine; study, work, do the shopping, have a medical checkup without leaving home, which has been of utmost importance to prevent the spread of the virus; but beyond using what we already had to defend ourselves from this, we have been forced to develop new technologies in record time to avoid perishing, because a pandemic does not wait.

However, we see today that the return to normality is near thanks to the massive vaccination, but this does not mean that things will be as before, the global society has lived a year in which habits have been adopted that have been efficient, that have been an improvement but were only possible to evidence due to the crisis. Telework and telemedicine, for example, are here to stay, and companies and health institutions have adopted them and have optimized access to their products and services, and even laws are emerging to regulate them.

While self-management is a model of care that is not a recent invention, has been optimized and guaranteed thanks to technological tools.

2. Opening of new channels.

Regardless of the business and its size, one thing is certain; digital transformation is a must for all companies, From small businesses to large healthcare institutions, digitization is essential because, beyond being a technological development, it is a cultural change, which means that if we do not adapt, we could disappear.

The adoption of technological tools is essential and digital media is one of these; there are a variety of channels with different advantages and features available that allow to viralize content, connect with anyone, enhance productivity, optimize time, improve quality and carry real-time metrics of this, being stored in the cloud for access from anywhere in the world.

Opening new channels means thinking about the comfort of all our public in an inclusive way,taking into account all the possible accesses that facilitate the acquisition of our service and improve the experience. A great example is to provide service via instant messaging, calls and a mailbox on a website; which guarantees maximum constant contact with the user and avoids frustration in any process, which undoubtedly will always be negative for a business; but there are endless possibilities, omnichannel for sales strategies and brand positioning is essential.

3. Personalized service.

61% of consumers prefer to buy from companies that personalize their online experience, this has a real impact on your revenue because we are talking about a majority percentage of the public missing out on personalized service.

Personalization occurs after a prolonged analysis of the profile of each of our customers, knowing from what device they access our channels, what sites they have visited lately to highlight their interests, having their contact information and being able to call them by name, knowing when they last bought from us and what; in order to implement strategies that aim to be close to them, which results in a positive impact for the brand.

This personalization must be applied transversally to all the company's digital communication channels in order to be coherent and effective.

4. Management automation.

Automation is the result of many manual processes that are tedious for human capacity, either for speed or quality we have relied on technology to perform these heavy and repetitive tasks.

In order to know what to automate, we must perform an exhaustive analysis of the current process conditions and their impact on the expected results, in order to decide as a priority where to start, although some processes are quite obvious.

One of the most important automations for customer service is to have prepared responses to common complaints.

Most of the queries or complaints you receive will be about the same issues, so the smartest thing is that your customer service team has prepared response arguments. This speeds up online customer service times, something that both you and your customers will value, and generates confidence in the complainant, who feels that the person on the other end knows what they are talking about and has an instant solution.

5. Data analytics:

While governments, scientists and doctors are at the forefront of the fight against the pandemic, companies are struggling to stay afloat during the economic downturn resulting from the disease.

Among the data-driven functions that can help is the analysis of multiple variables and how each can impact business. Likewise, solutions that automate and streamline analytics to drive customer-facing processes become extremely relevant.

Knowing the behavior of your customers is one of the most important tasks to provide a positive experience, for example a health institution can analyze its users with the information provided by them, to later be able to know if they need an appointment to prevent diabetes for example. Also the ability to filter by type of population such as men over 60 years old and offer a program of promotion and prevention of prostate diseases, you can even know the patients who have not attended appointments; or use the information collected to undertake sales strategies to increase the competitiveness of the institution.

What technologies make the difference?

Online platforms:

Online platforms work with the internet and are located on the web, which means that real time and globality are some of their most important advantages. Today most companies have at least one website with at least two languages and a social network for the promotion and sale of their products, customer service and brand positioning.

Telemedicine: But these platforms go beyond that, because with Telemedicine and scheduling systems, healthcare institutions are already allowing themselves to attend patients through these platforms with such complete interactivity that it is unnecessary to leave home, avoiding risks and saving time.

Instant messaging applications: mass messaging applications allow immediate communication with the customer for any communication and feedback needed to provide the service.

With technological advances, these systems have been automated with the use of robots that are capable of responding to an infinite number of requests simultaneously, and the integration of artificial intelligence has allowed these systems to reach a human level of attention.

Chatbots y Voicebots: are automatic systems capable of maintaining a coherent conversation with users through a chat, some of them beyond just responding, they also interpret and learn to provide a fully personalized experience, its main function is to automate processes and optimize the budget in customer service.

While it is not necessary to incorporate all of these tools to provide a pleasant service, it is important to adopt at least one of these technologies. as soon as possible to enhance attention span and increase effectiveness.