Can We Increase Trust and Build Value for Patients?

The health tech brand recognized that their patients come from diverse backgrounds and have different communication preferences. Many hesitate to ask questions & clear misconceptions regarding diagnostic tests.

The company wanted to make it simple and easy for every patient to book tests, clarify doubts, schedule appointments, and view test results.

They also wanted to nurture trust and foster meaningful patient relationships that go beyond a single interaction by making connections between patients and healthcare advisors easier, more consultative, and more convenient.

Meeting Patients Where They Are with Omnichannel Availability

The health tech firm did not want to restrict their patients to a single communication channel. They wanted to be available for every patient on a channel of their choice at every step of the diagnostic experience.

With Ozonetel’s omnichannel CCaaS, patients could book appointments, access reports, and receive medical advice — not only through the app, website, and email — but also via WhatsApp and phone calls.

Creating Familiarity and Conversational Continuity Across Channels

A patient’s digital journey must not be anonymized and impersonal. Instead, it should feel deep and meaningful. With our CTI integrations, the system recognized patients irrespective of channel choice. As a result, patients could easily switch between channels, at any time during their diagnostic
journey, without needing to identify themselves or explain their history.

Building Relationships with a Unique, Consultative Approach

The unique feature of the brand’s omnichannel solution was that it assigned a dedicated representative to each patient. Our solution leveraged advanced routing and a ‘sticky agent’ feature to connect every patient with this familiar and consistent point of contact, regardless
of their channel choice.

Patients found it easier to clarify doubts with these advisors rather than a stranger, leading to deeper relationships, higher trust, and more conversions.

Equipping Agents to Become Trusted Healthcare Advisors

The health tech brand also realized that to transform their agents into trusted, caring advisors they must provide them with secure access to the right information. An omnichannel toolbar that opens right within the agent’s CRM window made it easy for agents to switch between chats and calls.

While critical identifiers such as patients’ phone numbers and other sensitive information remain masked, agents could seamlessly view relevant patient details — such as the patient’s name, preferences, feedback, and past interactions — during their conversation. Consequently, agents could resolve queries faster and engage patients more meaningfully.

Unlocking New Revenue Streams with Teleconsultation

To reduce patient hesitation around diagnostic tests and treatments, the company streamlined access to medical advice across all touchpoints. Patients could book an online consultation session via the website, phone calls, SMS, or WhatsApp— with a single click.

Our solution also made it easy for the company to send notifications to patients about upcoming medical consultations and reminders for post-session follow-ups through voice and digital channels