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Have you seen The Customer-Focused Marketing Playbook?

This comprehensive and practical guide to the latest ideas in customer-focused marketing hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

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There are more chatbots for healthcare than ever before

But they're still falling short on trust and usability

The healthcare industry is in the midst of a technological transformation. The adoption of chatbot apps are changing the way consumers seek medical treatment and the way in which the healthcare industry is connecting with consumers. However, despite their potential, healthcare chatbot apps face several challenges before widespread adoption is achieved.

To help gain a better understanding of the current levels of satisfaction and usability with some of the leading healthcare chatbot apps, human insight platform provider UserTesting has published findings from its 'Healthcare Chatbot Customer ExperienceIndex Report'.

The report ran a competitive benchmarking study of five popular healthcare chatbot apps: Ada, HealthTap, Mediktor, Your.MD and Symptomate. The report consisted of 500 consumers that evaluated the chatbot apps based on the following criteria: Ease of Use, Speed, Credibility, Aesthetics, and Delight. UserTesting identified these criteria as key customer attributes based on more than years of experience helping companies leverage human insight to improve customer experiences.

Key findings from the report included:

Chatbot apps still need to earn customer trust
Participants in this report noted unease in trusting unfamiliar brands with their personal information as well as the lack of HIPAA (Health Insurance Portability and Accountability Act) compliance with many chatbot apps.
Chatbot apps do a poor job of handling complex conditions
All of the apps were inconsistent at best when diagnosing complex conditions. Some of the simplest symptoms tested would often lead to alarming and inaccurate diagnoses.
Basic usability issues detracted from the overall chatbot experience
Loading issues for some participants, for example, made some chatbot apps unusable at times. Chatbot apps with a poor CX may lose potential users, revenue or worse.

"Consumers have high expectations when it comes to their digital experiences. From ordering a car ride to managing finances to getting medical advice, consumers expect a fast, easy and high-quality customer experience," said Janelle Estes, Chief Insights Officer at UserTesting. "This study shows the importance of leveraging human insight to understand consumer sentiment and preference in order to create a superior customer experience - it can ultimately determine success or failure for next-gen apps like chatbots and conversational AI."

Sources: UserTesting / The Marketing Factbook.
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Categorised as:

Customer Experience
Knowing The Customer
Marketing Know-How
Marketing Technology

Have you seen The Customer-Focused Marketing Playbook?

Learn the insider's tricks and techniques to turn every customers into a 'super spreader' for your brand. It's better than free advertising. Once you start this ball rolling, your brand can grow rapidly through word-of-mouth, advocacy, influencers, and customer loyalty. Super-charge your company's marketing strategy, build up your market share, and make more sales through repeat business and customer loyalty.

Find out what works - and what doesn't - and who's succeeded, and how they did it. See how the world's top brands keep their competitive edge against all odds.

The Customer-Focused Marketing Playbook walks you step-by-step through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations for successful marketing strategies - both traditional and emerging - with expert guidance from thought leaders in every major market. Find out the best ways to gather, analyse, and act on customer data to increase profitability, build your brand, empower your customers, beat the competition, reduce churn, and increase customer profitability. This is a marketing book you simply can't afford to be without.

This book aims to hand you all the facts, figures and research data you need for the best decisions for a more profitable, more engaging marketing strategy. It also highlights all the facts, forecasts and trends identified by our experts from the global Marketing Factbook's vast database of market data, news, studies, research and articles, and presents you with an invaluable library of ideas and practical support you can call upon at will.

With The Customer-Focused Marketing Playbook at your side, you'll have instant access to a true goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, research and market data, plus all the supporting arguments you need to build a solid, profitable marketing strategy.

Get it on Amazon (Kindle/Print)