2. Retain patients with efficient, effective service

[shaownhasan]

Healthcare moves fast and companies don’t have the luxury of being uninformed. When every second counts, your team needs swift access to what matters.

One dissatisfied patient airing their grievances on social media can quickly turn into thousands. If the story strikes a chord, your inbox can become flooded with inquiries and complaints from people throughout your community. According to our 2023 Content Benchmarks Report, health, wellness and fitness brands receive an average of 120 inbound engagements business owner data per day—and those messages only increase on a news-heavy day. When something goes wrong, customer service teams can become overwhelmed and run the risk of sending out inconsistent replies or not responding at all.

Sprout’s Smart Inbox is prepared for these situations, with customizable controls to let you know when an issue or crisis is unfolding. Spike Alerts can give you time to catch your breath and come up with a response plan while Automated Rules can help you manage the load. If there’s a touchy subject that comes up frequently, you can use saved replies to make sure you hit the right notes every time. Our integration with Salesforce Service Cloud gives customer service teams relevant patient context to guide their interactions, without having to leave the platform.

A screenshot from Sprout's platform that demonstrates message spike detection. In the screenshot, you can see the Smart Inbox and a message alert that reads: We started detected a spike 5 minutes ago.
The piece of mind Sprout Social provides for customer service teams is immeasurable. The cost and time savings are not.

According to the Forrester study, customer service representatives saved over two hours a week with Smart Inbox, a $142,000 cost savings over three years for the composite organization.