Many durable medical equipment (DME) providers today leverage digital communication channels to get in touch with their customers. And it’s not hard to see why — email, chat, and SMS are easy and convenient ways to take orders, verify insurance information, and carry out other processes involved in DME resupply.
However, if your DME business relies solely on online channels, you may be missing out on the benefits of communicating via the phone. You may also be failing to serve patients who prefer talking on the phone or those who need someone to talk them through a significant purchase decision.
This is why it’s important for businesses to invest in voice communication, particularly in live calling services. Being able to talk to an actual person can have a significant impact on your patients’ overall experience, which can then increase your bottom line.
Here are four benefits of incorporating live calling services into your DME business.
Enhanced patient support
Having a dedicated team to make and take calls can help your DME business attend to all your patients. This is especially valuable when call volumes are high or if you don’t offer a resupply program. Live agents can call patients to confirm orders and payment/insurance information and remind them about therapy best practices to ensure compliance and the best outcomes.
Also, they can provide patients with assistance in troubleshooting common problems with DME. Whether it’s a leaky nebulizer hose or a noisy continuous positive airway pressure (CPAP) machine, your patients’ every DME-related concern will be resolved quickly with just one call to your live agents.
Timely delivery of products and services
With live calling services, your patients are contacted when they’re due for new supplies. This makes the resupply process simple and convenient, and ensures that patients receive their DME on time. They won't ever lack the supplies they need, so they can go about their daily routines and enjoy a high quality of life.
Your team can also track orders in real time and update patients on the status of these. If your DME business uses a mobile delivery solution with GPS tracking and interactive map features, your agents can access all information pertaining to each delivery, such as the exact location of drivers. They can let patients know when to expect delivery and notify them in case of any delay.
Improved patient engagement, experience, and satisfaction
Despite the many communication technologies used by businesses today, many customers still prefer to talk to a human being. According to a 2019 CGS survey, 71% of US consumers are less likely to purchase from a company that doesn’t have human customer service representatives. And when using digital apps, 52% say they’re unlikely to use the brand if they encounter a situation where they are unable to speak with a human agent. As such, a live calling service remains a critical element of any business.
But it’s not enough to just have such a service in place. You must also provide your live agents with proper training in clear and effective communication. Focus on developing your team’s listening skills as well as their ability to empathize with customers. Additionally, keep your staff updated on your DME business’s offerings, processes, and policies so that they can answer questions about these accurately. Having well-trained live agents ensures optimized interactions, enhanced engagement, and higher overall satisfaction in your business.
Increased sales and profitability
Live interactions with patients allow your team to not only provide immediate assistance, but also find out exactly what patients want or need in real time. This creates an opportunity to offer patients products and services that can enhance the way they use their DME. You get to help your patients and boost your sales at the same time.
Another way that a dedicated calling service increases your DME business’s profitability is by providing data on patient interactions. This data can offer insights into how your business is faring, not only in terms of engagement, but also what items or brands your patients are buying over a given period. This will help you identify potential opportunities and challenges, and adjust your sales strategy accordingly.
Having well-trained live agents ensures optimized interactions, enhanced engagement, and higher overall satisfaction in your business.
With Revsuppliance’s resupply program, a team of friendly and knowledgeable specialists will call your patients regularly to remind them to change their supplies, confirm their next shipment, and educate them on CPAP therapy best practices. And if patients have any concerns regarding their CPAP equipment, they can call us right up — we’re more than happy to help. They can also reach us via other channels, including email and our client portal. Enroll your patients today or schedule a free demo by calling 405-467-1791.