Global cloud communications platform, Infobip, has highlighted the importance for healthcare providers to adopt automated, omnichannel communication solutions to enhance patient experiences, both in-person and at-home in Kenya.
During the “Digital Pulse”, CEO’s Roundtable event hosted by M-TIBA, a leading health insurance technology platform, Rachel Njiru, Director of OP Africa at Infobip, emphasized the significance of providing healthcare institutions with digital omnichannel solutions.
These solutions not only enhance patient loyalty and satisfaction but also contribute to reducing operational costs, enabling providers to connect with patients through their preferred digital channels such as WhatsApp, Messenger, Live Chat, SMS, and more.
“Infobip offers a comprehensive suite of capabilities, including our omnichannel communications platform, Cloud Contact Centre as a Service, AI-enabled chatbots with drag-and-drop functionality, automated customer engagement, customer data platforms, as well as identity and security solutions,” said Ms Njiru.
Utilizing a single omnichannel platform to engage with patients across various digital channels not only decreases patient wait times but also minimizes missed appointments, thereby increasing overall patient satisfaction.
Insuretech
Ms Njiru also highlighted the untapped potential for health insurance companies to leverage connected data and technology to improve services. She envisioned a future where insurers utilize real-time health data to proactively identify risks, personalize coverage, and empower individuals to manage their well-being effectively.
Players in the health insurance industry can revolutionize their operations by leveraging connected data and technology to improve patient outcomes and reduce costs. This ranges from telemedicine and wearable devices to AI-powered diagnostics and blockchain-enabled security.
Infobip’s omnichannel communication solutions empower insurers to deliver personalized experiences to policyholders, driving growth and loyalty through deeper customer insights and tailored messaging across preferred channels.
Insurance companies can enhance customer engagement and operational efficiency by adopting an omnichannel approach and developing conversational channels such as WhatsApp, and Messenger. Utilizing customer data, intelligent workflows can be created to deliver contextual messages to policyholders at the right time and through the right channel.
In addition to chatbot-building platforms, the integration of digital contact centres enables insurance companies to personalize customer support, leading to higher satisfaction levels and increased loyalty among policyholders.
