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Purpose-Driven Customer Service Can Save Lives in Healthcare

3 minute read, posted on 08/01/2024, by Allen Moore

Banner - Purpose-Driven Customer Service Can Save Lives in Healthcare

Some industries are naturally more purpose-driven than others. Banking and financial services is a good example. Often, banking is framed as a set of products, accounts, and cards, but more strategic banks think of themselves as enablers. They are helping their customers to buy a home, save for a vacation, or get the car they really need. 

The customer isn’t just agreeing a mortgage deal with their bank, they are buying the family home of their dreams. But even more so than financial services, healthcare surely ranks as even more purpose-driven – money is important, but good health is priceless. 

This is why designing a high-quality customer experience in healthcare is so critical. Interactions with a health insurance company or a healthcare provider often require the agent to have detailed knowledge of policies, options, and product features. 

Supporting healthcare services is often more complex than many other types of customer service enquiry, but it is also more important and essential that it works well. Visit any customer service team that is supporting a healthcare brand, and you can feel the purpose defined in every single interaction – health truly matters. 

One area where customer support can be critical is medical devices. More patients are now using wearable medical devices to monitor general health and to control health conditions such as an irregular heart rhythm, diabetes, or epilepsy. 

Patients use these devices and rely on them. They learn to trust the devices. Many describe the impact of a device on their lifestyle as liberating or life changing. 

But they can, and do, go wrong. Manufacturing defects, software bugs, improper use, or general wear and tear can all lead to device failure. There are many news stories describing how someone relied on their device for a warning, only for the device to fail and the patient subsequently died or suffered serious injury. 

This demonstrates just how serious high-quality support for the users of health monitoring devices really is. It can quite literally be a life-or-death situation when a person with diabetes does not realize their blood sugar is not being monitored correctly. 

If a patient is confused by their device, or suspects that it may not be working correctly, then they need rapid high-quality support to understand if their health is at risk. Knowledgeable customer support agents need to understand the device and health conditions to ensure they give the best possible advice. 

Any healthcare technology company that is seeking a partner to help manage their customer interactions needs to seriously consider this question of purpose and culture. Will your customer service provider handle your device users in the same way they would answer a call to a retail or logistics company? This is not like a call asking why a pizza delivery is late! 

Or can you find a customer service specialist that is known throughout the industry for already having a sense of purpose. Even for defining what it means to design partnerships that encourage purpose-driven outsourcing. 

At VXI, it is our belief that companies can do well by doing good. It’s how we structure our business – so that the businesses that partner with us can immediately see what it means to have a strong sense of purpose. 

Purpose-driven outsourcing. 

We defined it, but our clients enjoy the benefits and, in some industries, such as healthcare, there really is no better way to ensure that customers are not just satisfied – they need to be both satisfied and safe. 

For more information on purpose-driven outsourcing at VXI please click here. 

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