Medical - SimpleChat

Medical

You provide patient care, we enable customer care.

Care for your customers with the integrated power of Microsoft Dynamics CRM – on every digital platform.

Maintain and access updated patient history, independent of where the communication takes place. The powerful combination of AI chatbots with live agents means each agent can handle far more interactions, in a fraction of the time, while providing more accurate information. Agents can screen share, send and receive documents – and manage everything at the touch of their unified, easy to use screen. Fewer expenses, and exceptional (and rapid) customer experience. Add to that the wealth of data you gain from every social media channel and all your customer care conversations, and you cement your brand, promote the excellent service you provide and deliver more accurate medical attention to your clientele.

Our Best Features

Customer 360

Connects all customer touch points to relevant customer entity in Dynamics
Displays all customer touch points on timeline
Manages customer conversation history
Maintains channel conversation history
Provides case management (connects relevant conversation to root case)

File Sharing

Allows file sharing from CSR (Customer Service Representative) to Customer and from customer to CSR
Supports most common file types including doc, images, video, PDF
(Content Disarm and Reconstruction)

SimpleChat BOT

Supports interactive chat response (ICR) using predefined questions and response tree
Open to codeless configuration of ICR tree via Dynamics GUI
Initiates predefined business scenario (created as Dynamics workflow) by BOT
Offers various BOT response formats (list, quick replies, carousel, free text)
Uses Dynamics synonyms to understand customer intent
Transfers between BOT to live assistance when necessary
Transfers between live assistance to BOT when more efficient

Channel Management

Supports diversion between channels (i.e. from webchat to SMS or from Facebook posts to Facebook messenger)
Connects conversations from different channels
Initiates outbound conversation by the brand through all supported channels

Customer Identification

Identifies customers via OTP
Identifies customers through personal questions
Supports all common file types (including: PDF, Office files, images, video, voice ….)

Location Based Services (using Dynamics)

Offers service to the customer base on his/her location

Work Management

Defines which CSR is best fit to handle customer conversation (according to skills, channel, CSR availability …) using dynamics quest and skills management

Work Hour Management

Defines brand’s work hours and enables live assistance accordingly
Adopts appropriate BOT response for work\non-work hours
Supplies CSR On\Off shift button
Provides CSR on break button

Electronic Form Integration

Opens E-form as part of chat flow
Documents a customer’s completed form in the corresponding Dynamics entity
Enables co-browsing between customer and CSR about the E-form via SimpleChat

Social Network Monitoring

Monitors Facebook wall and initiates a Dynamics service ticket if required
Checks posts tagged with the brand name and initiates a service ticket in Dynamics if required
Monitors comments to posts made by the brand and initiates a service ticket in Dynamics if needed

From Our Blog

How to deliver mind-blowing customer experience to everyone.

Focusing on customer experience has long been acknowledged as a way to create lasting relationships with clients and increase the lifetime value of each customer. Here is a new way to make it happen.

The Start Up That Transforms Customer Experience

What was the growing need that Elad noticed in the environment of all their organizational clients – regardless of the industry… and how did they respond?

The OmniChannel Evolution and What the Future Holds

How to take best advantage of new technology in your business.

New technology demands new responses. Omni channel can help you to be more effective and get better results. How does it work? And why is it the most talked about innovation in the market?