Many industries are currently benefiting from chatbots, and the healthcare sector is no exception. That is why a medical chatbot is becoming increasingly important to improve the quality of care and thus improve patient health.

From Centribal we offer you solutions completely adapted to what you may need in terms of a high quality chatbot. In this way, creating a health chatbot will be really simple, and thus provide better medical care to any type of patient.

What are the benefits of a medical chatbot? 

There are many benefits that medical chatbots can bring to patients, among which will be:

1. Permanent attention

No matter the time of day, since patients will be able to have a medical chat available 24 hours a day. This is a great advantage, especially because in the health field, patients must be taken care of 24 hours a day to ensure good care. This way, you can get help from a doctor or even schedule appointments without any limitations.

2. Gives confidence to the patient

With the evolution of chatbots in healthcare, they can increasingly provide better medical care and generate confidence in patients. Thanks to artificial intelligence, the chatbot will be able to analyse symptoms and ailments and thus refer patients to a human agent to schedule a virtual medical appointment. If necessary, a home medical appointment can also be scheduled, depending on each patient’s symptoms.

3. Scheduling appointments virtually

Chatbots are increasingly integrated into digital channels, which is why scheduling appointments virtually is becoming easier and easier. These bots will allow you to select the time and the doctor who will see each patient.

In addition, they will offer reminders with the appointment and time, so that patients can be attentive, and thus get to the scheduled medical appointments.

4. They provide support and advice on specialties and treatments

They are a great solution for people who are already undergoing medical treatment, especially because they allow monitoring of treatments. In this way, you can provide a completely personalised advice to patients without having to go to a face-to-face medical appointment.

In all cases, it is possible to provide completely personalised advice to all patients, and to continue with their treatments. This is of great use, especially when there is a health emergency such as the one caused by COVID-19, in which medical services were greatly affected and medical chatbots were a great solution.

5. Enable detection of medical problems

Thanks to the fact that they are quite intuitive and are able to ask patients a series of questions, medical advice and care can be done in an easier and totally virtual way. In any case, this reduces the work of thousands of nurses and doctors, which means that health services can be decongested.

With the use of artificial intelligence, this make it possible to provide more effective and faster care to patients. This will help them resolve their ailments. For this reason, this type of medical chats are increasingly being used, in which a virtual assistant can solve many of the enquiries of a patient.

The use of a hybrid chatbot in the healthcare field

For a medical chatbot to be highly effective, it is best that it does not only use artificial intelligence to solve common patient questions. It should also have the ability to refer the patient to a doctor or agent if needed for appointment booking or other cases.

Despite the great power that these robots have, and the fact that they are becoming increasingly popular, they are still limited in some respects. The medical field is a very delicate one, and the health of patients is something really important so it must be treated with the greatest possible care.

It is for this reason that, from Centribal, we recommend the use of a hybrid chatbot for medical care. This will allow you to reach a more effective diagnosis of all patients, thus ensuring that all pathologies can be treated in a much more effective way.

On the other hand, these also allow to provide an emotional care service, especially for patients with anxiety problems, depression and suicidal behaviours. This will ensure that cases can be treated in a much more effective way, and thus a greater well-being can be achieved for all patients, receiving timely medical attention.

La entrada Medical chatbot: how to improve patient care se publicó primero en Centribal.

The joint mission of Visa and Centribal to help companies’ innovation and digitization has led to this partnership. Committed to empowering SMEs, Visa offers its Visa Business users a full year of IT Support and Digital Security free of charge.

Visa Business cardholders will enjoy a 12-month period with access to the services provided by Centribal’s Digital Support in order to support businesses.

This partnership has come about in Colombia and aims to expand its benefits into other regions. So, if you have are a Visa Business cardholder in Colombia, sign up now at  helpdeskco.centribal.com and enjoy free IT Support and Digital Security for 12 months.

The Keys to this Partnership’s Success

• Visa, a world leader in electronic payments  

As is well known, Visa is one of the world’s leading payment technology companies. Available in over 200 countries, its fast and secure service has made it a globally trusted brand. It handles more than 65,000 transactions per second, with special attention paid to fraud protection for consumers as well as secure payments for vendors.

• Centribal, technical support for companies

Thanks to Centribal’s remote technical support, companies with Visa Business cards will benefit from the very best support for their business.

The pillars of our expert department stand on IT technical maintenance and specialized assistance for companies. We offer this through a 24/7 multichannel service with a guaranteed satisfaction rate of over 90%.

• Centribal, digital security as the main objective

Business security is a must in today’s digital age. Thanks to our antivirus and computer protection services against malware and cyber-attacks, Centribal minimizes risks and digital threats faced by Visa Business cardholder companies.

La entrada Visa and Centribal Offer the Best IT Support and Security se publicó primero en Centribal.

‘Adobe Systems last year, faced a data hack of 2.9 million customers’ (CNN Money)

Generally, the term hacker or hacking is surrounded by a negative connotation often related to the cybersecurity of a business. This is because the news are normally showing up the cases were companies were damaged. However, do you know what ethical hacking is? It is a practice that is very little known by most companies and that can bring numerous benefits to them.

Ethical hacking is based on activities to assess the security status of a company. This is done by simulating a real cyber-attack, only in this case, the attacker is an ethical hacker. Through the supposed attack, the weaknesses and security breaches that a company has and for which it could suffer a real cyber-attack are detected. We can say that he uses the problem to find the solution. There are currently around 100,000 “white-hat hackers” (common name for ethical hackers). 

How it is performed?

For hacking to be useful, it must be authorized by the business through a contract specifying the regulations and activities that the ethical hacker will carry out. In this type of agreement, data protection clauses, professional secrecy, and others are usually found to favor the security of business information.

Once defined, the sensitive company information is collected, at this point, the attacker tries to access the company information or any valuable information it might have (users and employees information for example). Afterward, a study of the information obtained is carried out and according to its relevance, a vulnerability analysis is performed, from which the company’s weaknesses and their severity will be extracted in order to be able to carry out corrective actions on them.

There are multiple cases in which big companies have used “white-hat-hackers”. One of the most important and famous ethical hackers used to be a “black-hat-hacker” (you could say they are the bad ones) and was locked out for 28 months, Tommy DeVoss. Companies such as Facebook and Yahoo have hired him and pay a significant amount for his services

Ethical hacking advantages

Having explained the concept and the process that is followed to carry out this type of audit, it is easy to understand the great variety of benefits and advantages in cybersecurity that an ethical hacker can provide to a company, among which the most notable are:

• Prevention of cyber attacks by anticipating the cybercriminal himself by instantly correcting the detected weaknesses.

• Improvement of cybersecurity policies and inclusion or expansion of a response plan to possible attacks based on the simulation performed.

• Awareness of company personnel on the importance of applying policies and taking care of aspects related to computer security.

• To build a computer system that prevents hackers’ access and safeguard system and information from malicious attack

“ The United States accounts for 83% of all the bug bounties paid across the world”

To conclude, it is necessary to know that, since it is a little-known practice and, despite the advantages that it offers to the activity of a company, ethical hacking generates controversy and very different opinions among companies that want to protect themselves from computer criminals.

Here you can find 40 well-known facts about hacking.

La entrada Hire a hacker: ethical hacking to save companies se publicó primero en Centribal.

Omnichannel is a term that is using our digitalization society. It’s emerging as the main new strategy of communication between customers and companies. Google research shows that 98% of Americans switch between devices on the same day. The strategy is based on extending the communication channels to boost customer experience. The purchase rate of campaigns using three or more channel is 287% than single-channel campaigns.

But the omnichannel strategy is not only about having a large number of communication channels in a company, but it is also focused on improving the customer experience and achieving their business objectives and increasing their satisfaction.

Consumers want a simple and effortless experience on their part, with no differences between different digital and physical channels; according to Zendesk,  87% of customers think brands need to put more effort into providing a seamless experience.

To meet these expectations, it is necessary to take into account a number of aspects:

Innovation 

Technology and innovation in processes and services are the base of a good omnichannel strategy. Before implementing this type of strategy, it is recommended to have a flexible structure in the company culture that allows the business to make quick modifications and implement new processes when are required. Companies must be proactive and keep up with new technologies applicable to their sector, such as machine learning or augmented reality.

Integration

The integration of all points of contact with the company becomes crucial. Over 35% of customers expect to be able to contact the same customer service representative on any channel (Zendesk). In order to provide the best to your customer, all channels must transmit the same message and communicate information under the same guidelines and values. In addition, in order to create a quality customer experience, you must take into account its characteristics and needs. The information can be obtained from the company’s own databases or by carrying out audits, and it is recommended that it is always kept up-to-date.

Planning

When implementing an omnichannel strategy, organization is essential, since an error in the process would be a high cost for the company as well as a loss of credibility that could affect its future opportunities. Remember the customer is providing their data to you, planning how to use it properly is fundamental. Abuse of customer data could cause 80% of consumers to abandon your brand.

The base of a good implementation of the strategy lies in the planning, which must take into account all the factors that affect it from the beginning of the approach to its implementation, development, and analysis of the results obtained. First studying each of the criteria on which you want to work and analyzing its possible impact on the company, then choose the platforms that best adapt and monitor the activity.

There are many factors to consider with an omnichannel strategy in a business, but the most important is not to lose sight of the fact that it is an action carried out to improve the customer experience and the reputation of the company. Therefore, it must be studied in-depth and detail, if necessary, with the help of specialists, each step before its start-up.

La entrada Key factors when implementing an omnichannel strategy se publicó primero en Centribal.

For e-commerce, working on customer experience is essential, and one of the best ways to do this is through ticketing platforms. This type of tool consists of incident management software whose objective is to locate and resolve them, especially those related to the customer service area, with a follow-up to improve satisfaction. For consumers, customer experience will become more important than price and product by 2020, according to Walker’s report.

Which aspects must be taken into account to implement a ticketing system?

Choosing and incorporating the ticketing system is fundamental to boost your business to a new level. It is very important to resolve incidents and improve the customer experience. There are multiple aspects of a ticketing system. However, we are going to present you  5 factors to take into account to incorporate a ticketing platform in e-commerce.

• The number of users

As mentioned above, ticketing platforms are an incident management system related to customer service. Therefore, the number of users that can generate this type of incident must be taken into account. 78% of customers have given up on a transaction because of negative customer experience. The business will have to choose software adequate to their demands. This depends on the quantity and characteristics of the same.

• Database

The ticketing software must be able to create an easily accessible database to detect information about common incidents. In addition, there are systems that offer the possibility for users to search for the information themselves with functionalities such as “frequently asked questions”. It is very interesting since it’s becoming more common for customers to appreciate having autonomy which helps to improve the experience. $1.6 trillion is lost by companies in the United States due to customers switching as a result of poor customer service.

• Accessibility and security

It is important that the tool has good data protection and information treatment system, controlling accesses and guaranteeing confidentiality for both customers and the company. The accessibility is fundamental as customers like easy and understandable processes.70% of customers report that technology makes it simple to take their business to a competitor if need be.

• Execution time

The execution time must be taken into account. A good ticket system should not generate any kind of delay or problem in the routine activity of the company, neither during its installation nor during its use.

• Integration options

It is recommended to choose a system that allows working with all the tools and channels that the business uses, an omnichannel system.82% of customers have ceased business with a company because of poor customer experience according to studies made by Zendesk. The services offered by the ticketing platform must be adapted to the needs of the users to the way in which they need and wish to communicate with the company.

In general, there are many aspects to take into consideration when incorporating a ticketing system into e-commerce. The company should make research and implement the one who meets the objectives of the company and the characteristics of the clients. It’s important to understand that this system is to improve the customer experience as the main goal.

La entrada 5 tips to include a ticketing platform to your e-commerce se publicó primero en Centribal.

You want to offer your clients the best online store experience possible. Then, you should have specialized software that helps you with day-to-day procedures. One of the most popular is Zendesk, a CRM that offers support and sales related functionality, designed to make customer interactions easy and agile.

What is Zendesk

It is a system that offers help or attention to the clients of e-commerce. Its main function is to facilitate the interactions of site visitors with those responsible, making communication more fluid and efficient. Its development allows users to work with it both from their computers (Mac or PC) and from their iOS or Android mobile devices. You only need an Internet connection, a browser, or a mobile app, and you will be able to speak and solve the doubts of the clients that come to your site. In fact, there are over 50,000 companies using Zendesk, mainly US-based companies with 1M-10M dollars revenues.

Your messages will enter the form of a ticket to the platform, which allows you to prioritize them to solve the doubts. Thanks to this system you can also have updated reports on the quantity and quality of the responses, thus being able to know the degree of satisfaction of your audience. One of the main benefits of Zendesk is that the customers can contact you by the channel of their preference.

In addition, Zendesk also offers other features based on improving the quality of responses:

– Automate responses to streamline the contact process through macros.

– Categorized the tickets in a way that is operational to be able to locate them if needed.

– Organize your tickets through tags, which will allow you to optimize the search system according to your needs.

– Establish conditions to create actions through triggers. For example, if you enter a query about a specific topic, allow a notification to reach you.

Personalization is key to achieving customer loyalty. This way they will become customers and return to the site when they want another of the products you offer. To be more precise, four in five (80%) companies report an uplift since implementing personalization. That is why Zendesk offers you a lot of variables so that you can work with the platform as you like.

What Zendesk software brings to your business:

As you may have guessed, using Zendesk is a great competitive advantage for companies and online stores. In addition, there are some benefits to point out:

– It has a really simple interface, making it very easy to communicate with customers, which does not require extensive training by those responsible.

– It groups in a single site the most convenient communication channels such as email or telephone, along with newer ones, such as social networks.

– Its design facilitates the best relationship with customers.

– It allows you to create a completely personalized help center to automate the answers to the most common questions.

– You will save time thanks to the tools it offers.

– It has personalized and scalable plans so you can adapt the platform according to your needs and budget.

– You will have all the security functions, including the GDPR certification.

– It integrates with some 300 applications by default.

You can test all its features thanks to the free version they offer.

The best relationship with your client

Zendesk makes it easy for your customers to talk to you quickly and easily from any channel. In addition, with the internal help desk, you can also establish more fluid communication between employees. In businesses, personalization can increase the efficiency of marketing spend by 10 to 30 percent. Having a software that allows you to provide such services is always an advantage

La entrada What is Zendesk and how can it be helpful for your company? se publicó primero en Centribal.

Online reputation is nothing more than what third parties say about us or our company. We are going to focus on the online reputation of your company, which has repercussions in various aspects; as in business profitability or the positioning of your brand.

It is very important to be aware that they will always talk about us, whether we are present or not. Therefore, it is best to be participants and know if what is said about us can influence the business in a positive or negative way. 58% of executives believe that online reputation management should be addressed. In any market, managing an online reputation is a key way to achieve our goals.

External agents are part of it, over whom we cannot control what they say about us. Does this mean that we cannot improve and manage our company’s online reputation? No.  76% of companies believe their reputation is better than average. We can transmit positive content and promote actions that make others change their minds or reinforce the opinion they already have about us.

There are two aspects that we have to differentiate in this process; On one hand, the online reputation and, on the other, the brand image. Online reputation is what others say about us, while the brand image is what we say and what we want to project about our company. Therefore, as we build a good brand image, we will contribute to improving our online reputation.

What can we do to improve our online reputation?

There are some aspects that, long before digitization, have influenced our reputation, such as our employees and managers, efficiency and professionalism, as well as your company’s own clients. The last ones have become even more fundamental than advertising as studies show that 83% of buyers no longer trust advertising, but most trust recommendations from users online. If they have a good image of the company, they will positively transmit your image, promoting a good reputation.

Today, with digitization and all the facilities at our disposal, we can contribute in many more ways to boost and improve our online reputation.

Five aspects to take into consideration:

1. Social Listening

It is important to regularly monitor what third parties talk about your company. It is the only way to know if what you are doing has positive results or not and therefore helps you redirect and optimize the defined strategies.

2. Creating a website

To have a good online reputation you must have a quality website. Companies that do not have a website is not only suspicious but also loses many points. Your website is a good place for people to get to know you, and above all, communicate everything you want the people to know about what’s happening in your company as 85% of customers use the Internet to research before making a purchase. It is very necessary that it has corporate elements, a good design, and easy usability. The aim is that all users who enter your website get the best possible experience, want to come back, and recommend it. It is the key moment to start building the base of customer loyalty.

3. Presence on social networks

The effect of our personal brand if the social profiles are open and inactive, will be negative 50% of potential sales are lost because consumers can’t find the information they are looking for. Social networks have become one of the first methods to show your company to the world as 3.8 billion people are using them. It is not worth opening all social networks, only those that fit with our business model and where our target audience is. It is very important to be in the networks that are really going to get in contact with our public and to help us improve the online presence and reputation of our company.

4. Quality content over quantity

Linked to the previous premise, there is what we call “quality content”. It’s about something essential now a day to reach as many people as possible. We have to provide quality content, information, and data of interest to our audience and our potential customers.

5. Customer service

Interact with your users, understand what they need, what they ask of you, and respond accordingly. In this case, quality prevails again, but especially speed. According to the White House Office of Consumer Affairs, on average a dissatisfied customer will tell between 9-15 people about their experience, while around 13% of dissatisfied customers tell more than 20 people. There are different software that can achieve fast and quality customer service, without the need for your workers to carry out this service.

La entrada 5 aspects to consider for your company’s online reputation se publicó primero en Centribal.

Technology has become fundamental for companies. All the operations are handled with technology. To give an example, 52% of brands report that technology helps them deliver better customer support operations. Therefore, having a computer support system and/or HelpDesk is essential for optimizing your company.

What is a HelpDesk?

These are assistance and technical support services, which a company can develop within its company or outsource the service to specialized companies. The HelpDesk unites technological and human factors with the aim of carrying out computer maintenance on incidents that may arise in a company as a whole, at any time, from any place and at any time of the day.

It is a service carried out by IT professionals that tends to be carried out externally to the company and its activity, making it a more profitable option than if it were integrated within it. Basically, this tool is responsible for providing technical solutions, help, technical support, and answers to end-users.

Features of a custom HelpDesk

This type of remote support is customizable depending on the needs of the company in question. We will know that a Helpdesk is adequate when it implements and develops a service according to the expectations and requirements of the business.

Its main capabilities include:

-Detection, diagnosis of incidents, and software to provide remote support.     Treatment of problems remotely through any channel.

-Incident monitoring for early detection. This will allow us to detect patterns and anticipate some possible incidents.

-In the scenario that remote assistance cannot be performed, the possibility of mobility to perform in-person support. By improving the customer support experience, a company with $1 billion in yearly revenues can increase their yield by up to $823 million in three years

-Carry out the necessary corrections to provide the company with constant computer assistance to its resources, safely and quickly.

How can remote IT support benefit my business?

There are several benefits that this type of remote technical support software can bring to the internal processes of a company. Some of the most notable are:

Improvement efficiency. Using an omnichannel system allows the company to provide a single point of entry for activity, streamlining, and streamlining workflow. 45% of shoppers say that being able to interact on their preferred channel is an important aspect of the personalized help desk experience.

Boost productivity. If workers are able to do their jobs without hassles or problems of any kind, productivity increases.

Problem resolution. Problems are inevitable, but if they are quickly detected and resolved, their impact will be less. This tool provides a system for tracking incidents so that if several similar ones occur, correlations can be detected to solve future bigger problems.

Databases. The information generated during the analysis and detection of problems is stored and can be used at another time, which represents the opportunity to have access to a constantly updated source of knowledge. 38% of customers say they feel more valued if customer support agents are aware of their previous interactions.

To finish, it should be noted that beyond all the aforementioned, the implementation of a Helpdesk also helps companies to improve their relationship with customers, the user experience, and therefore their satisfaction, which is a fundamental factor for any organization to achieve its goals.

La entrada Customize your Help Desk and improve the internal process of your company se publicó primero en Centribal.

Nowadays it is very important for businesses to create strategies that allow or improve customer retention. The growth of a business is not only based on getting new customers but on keeping those who already buy our products or services.

What is customer retention?

By customer retention, we understand the activities that a company performs with the aim of reducing the rate of abandonment or loss of customers, which means, increasing customer loyalty. 

It is about performing actions to meet and go beyond the expectations of the clients, therefore improving the customer experience. Achieving a high level of satisfaction in our customers means that they will continue with us in the future and possibly increase the value of their transactions.

Customer retention is not only related to the products or services offered by a company, but it is also connected to other factors such as customer service, value proposition, and brand reputation, which play a key role in fulfilling this goal.

How to improve it?

It is essential to work on every point of contact between the brand and the customer to transform them into successful experiences. There are many strategies that can be carried out to improve the customer experience and therefore retention in a company:

Improve customer experience: It is about improving the customer’s contact with the company after the purchase. This factor affects the perception of the bran, good customer service management will reduce frustrations, improve users sense of importance, and benefit the customer experience.

Reward the most profitable customers. Thanks to the databases we will be able to identify which customers are the ones who bring the most value to the company and perform actions such as promotions, discounts, or cross-selling, promoting their loyalty. We must implement rewards appropriate to the level of value they contribute and their characteristics.

Customize. It is important to perceive customers as unique and different persons. Customizing and personalizing communication can positively influence the experience, as it will increase the customer’s sense of belonging and importance.

Feedback. Listening to customers is very important, whether it is through reviews or through opinions in any medium. This will help us to better understand customers, understand their needs and expectations, and be able to create strategies to delight them. In addition, the information obtained can be useful to improve databases and carry out segmentation processes to offer personalized services.

Facilitate processes. Eliminating unnecessary steps and simplifying them to the maximum must be a philosophy strongly rooted in the company. Customers are looking for easy, effortless solutions to meet their needs.

If the processes are more focused on this philosophy, there will be greater customer satisfaction and experience. One of the actions that can be carried out for this is, for example, integrating the company’s traditional and digital channels, which will provide the customer with a faster and more productive interaction.

Customer retention affects a company’s profitability positively, and at the same time, improves competitive differentiation, therefore, this is a key element to be included in business strategies.

La entrada Customer retention: What is it? How can it be improved? se publicó primero en Centribal.

We are living in a digital era, the connection between users and companies is fundamental, and “fast response” has taken a significant role in areas such as the resolution of customer needs. CRM software is becoming essential in every company and, according to Nuclear Research, 65% of companies how are using CRM with mobile connection, as Whataspp business or chatbots, are achieving their sales quota.

Following that example, is where we find the importance of connecting marketing and CRM tools, as chatbots or WhatsApp Business app,  which are very useful to facilitate interaction between brands and clients.

 Both tools offer a service pursuing similar features. We’ll discuss how it works and how they can help a business. These tools are very useful to businesses as a base to improve customer experience and maintain a good level of client loyalty. According to a study elaborated by American Express, 90% of Americans use customer service as a fundamental aspect to decide to do business or not with a company.

What are these tools?

These types of tools offer companies a low-cost communication management services with their customers.

Its operation is similar to a messaging system, allowing us to organize, automate, and respond quickly to the communications of our users and even generate automatic responses to frequent queries.

Chatbots, for example, are incident management software that incorporates artificial intelligence systems. Providing them with our customers’ databases, allows them to know tastes and preferences to adjust our service to their needs. They are a kind os software that does not take up any space since you don’t need to download or update it constantly. On the other side, Whatsapp Business needs to be download and it is free of charge in any app store.

Customer experience management

Using these tools helps communication with customers around the world, allowing companies to connect with them in a safe, simple, and reliable way. In addition, they allow improving the customer experience and attention by offering a fast service of incident resolution, purchases, online payments, information shipments, queries, between other benefits. Basically, they simplify any communicative activity between the user and the company.

All these contribute to communicative interactions with companies that are made through the use of statistics, process automation, artificial intelligence for chatbots and programming.

As for the choice of tools, so far chatbots are the option that big companies and corporations choose, approx 1.4 billion people are using them. While the profile of companies that opt for the app launched by WhatsApp is the small or medium magnitude, according to  TechCrunch approx 3 million businesses use it. In any case, both facilitate direct and instant communication between company and customer, becoming a service that will help us to place our business to a higher level.

La entrada WhatsApp and Chatbots: how do they help customer service and experience? se publicó primero en Centribal.