高績效企業的特徵（2023）：品質支持的重要性

KLAS 最近的研究表明，主動服務與客戶保留和技術成功密切相關，主動服務的基本要素是優質的電話和網路支援。明白了。當客戶遇到問題或需要答案時，HIT 供應商的電話和網路支援團隊充當第一道防線。在 KLAS 去年進行的訪談中，大多數醫療保健組織表示，他們對供應商合作夥伴提供的支持感到滿意，但三分之一的受訪者表示對支持不滿意。

為了幫助供應商和醫療保健客戶建立積極主動的協作夥伴關係，本報告確定了常見的支援問題以及客戶如何體驗不良的支援。本報告分析了供應商和客戶可以採取的改善支援體驗的影響和行動。

目錄

第 1 章：透過主動元素增強的電話/網路支援對於解決問題和穩定客戶體驗 (CX) 至關重要

第 2 章：為了及時提供解決方案，支援團隊需要回應並有權解決問題

第三章 供應商和醫療機構都在決定支持有效性方面發揮作用

Recent KLAS research found that proactive service is strongly linked to customer retention and technology success, and a foundational element of proactive service is quality phone and web support. HIT vendors' phone and web support teams serve as the first line of defense when customers face problems or need answers. Most healthcare organizations interviewed by KLAS in the last year report being satisfied with the support they receive from their vendor partners, but one-third of respondents express dissatisfaction with support. To aid vendors and healthcare customers looking to create a proactive, collaborative partnership, this report highlights common failings with support, the effect poor support has on customers, and actions both vendors and customers can take to improve the support experience.

Table of Contents

1.) Phone/Web Support Augmented with Proactive Elements Is Essential to Addressing Issues & Stabilizing the Customer Experience

2.) To Deliver Timely Resolutions, Support Teams Must Be Responsive & Empowered to Solve Problems

3.) Both Vendors & Healthcare Organizations Play a Role in Determining the Effectiveness of Support