高绩效企业的特征（2023）：品质支持的重要性

KLAS 最近的研究表明，主动服务与客户保留和技术成功密切相关，主动服务的基本要素是优质的电话和网路支援。明白了。当客户遇到问题或需要答案时，HIT 供应商的电话和网路支援团队充当第一道防线。在 KLAS 去年进行的访谈中，大多数医疗保健组织表示，他们对供应商合作伙伴提供的支持感到满意，但三分之一的受访者表示对支持不满意。

为了帮助供应商和医疗保健客户建立积极主动的协作伙伴关係，本报告确定了常见的支援问题以及客户如何体验不良的支援。本报告分析了供应商和客户可以采取的改善支援体验的影响和行动。

目录

第 1 章：透过主动元素增强的电话/网路支援对于解决问题和稳定客户体验 (CX) 至关重要

第 2 章：为了及时提供解决方案，支援团队需要回应并有权解决问题

第三章 供应商和医疗机构都在决定支持有效性方面发挥作用

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