A new report from computer software company Adobe and artificial intelligence-powered call tracking and analytics platform Invoca sheds light on what consumers are looking for in their healthcare experience.
For the report, Invoca surveyed 1,000 U.S. consumers and assembled findings into a report alongside Adobe's customer experience data.
Three findings:
1. Forty-seven percent of respondents said purchasing healthcare is stressful or extremely stressful.
2. Eighty-seven percent of respondents said adaptability is an important or very important characteristic of their interactions with a brand. However, only 17 percent said healthcare representatives demonstrated that characteristic.
3. Respondents said healthcare companies fulfill their emotional needs more often across all channels — in-person, phone, email, chat — compared to other industries, such as home services, finance, insurance, telecoms and travel.
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