About Healthtech X

Healthtech X is a leading virtual healthcare provider in North America, offering an integrated platform tailored for organizations. The company provides a range of services, including virtual consultations with healthcare professionals, mental health support, and wellness programs. Operating primarily through an app, Healthtech X allows users to connect with doctors, nurses, and other healthcare providers for medical advice, prescriptions, and treatment plans. Known for its emphasis on corporate health benefits, Healthtech X integrates its services into employee wellness programs. This approach enables companies to offer their employees access to Healthtech X's platform, improving overall health outcomes and reducing absenteeism by making healthcare more accessible. The platform is available 24/7, ensuring employees can receive personalized care anytime through the app.

Challenge

Healthtech X distinguishes itself from its peers by delivering an exceptional customer experience that turns one-time users into loyal, repeat members. The company's business model relies heavily on the quality of both patient and member experiences, which are crucial for driving referrals and fueling business growth. However, the complexity of corporate healthcare benefits—engaging multiple stakeholders such as patients, doctors, and employers—presents challenges in pinpointing specific issues.

The user journey is intricate, spanning from initial awareness to in-app experiences and overall interactions, encompassing both product and service aspects. Consequently, feedback collection points are dispersed, making it difficult to identify and address specific issues proactively. Healthtech X gathers customer feedback through various channels, including NPS, CSAT, and in-app reviews. Yet, the high volume of data and its diverse formats and sources complicate the task of comprehensively identifying and addressing issues.

Healthtech X aims to leverage AI to manage and analyze customer feedback data more effectively, allowing for the quick detection of new issues and proactive responses before they escalate. Maximizing the patient experience is crucial for growth, so identifying and resolving any issues that could lead to a negative experience is essential for retaining patients and members.

Solution

Syncly worked with Healthtech X on three main areas to provide a comprehensive view of the member's journey on the platform, enabling proactive monitoring of potential churn risks. Centralized data, automated analysis, and integrated sharing streamline the process, facilitating effective management and timely responses to issues.

Comprehensive view of the member’s journey on the platform

Healthtech X continuously monitors customer sentiment to detect negative trends or dissatisfaction early using Syncly’s dynamic sentiment analysis. This approach allows Healthtech X to gain a deeper understanding of patients' or members' feelings throughout their entire experience—from selecting Healthtech X and installing the app to choosing a doctor, scheduling appointments, and receiving treatment.

For instance, if a member gives a low score after a consultation, Syncly analysis evaluates the context, tone, and flow of the feedback to determine whether the dissatisfaction is related to a specific part of the process or the entire experience. For example, if a member expresses dissatisfaction, Syncly can pinpoint whether the issue stems from delays in service, unclear communication, or a lack of empathy from the provider. This allows Healthtech X to understand precisely what the member was unhappy about and address it effectively. Positive feedback enables Healthtech X to recognize and implement best practices, while negative feedback highlights issues that may prevent members from becoming regular users. By identifying at-risk members early and addressing their concerns before they escalate, Healthtech X ensures a smoother and more satisfactory experience for its members.

Proactive monitoring of issues or patients with potential risk of churn

With the complex nature of the member healthcare journey—entailing multiple touchpoints with various stakeholders such as patients, doctors, and employers—Healthtech X aims to effectively categorize and prioritize customer feedback to address issues promptly. Syncly’s Insight AI plays a crucial role in this process by generating a detailed list of customer issues, highlighting any sudden spikes or newly emerging concerns.

For example, if the analysis reveals a sudden spike in negative feedback related to increased wait times, Syncly will flag this as a high-priority concern. Healthtech X can then use this insight to understand the issue with more granularity, such as identifying whether the spike is due to a product bug or bottlenecks within the operations process. Since the issues can be analyzed based on different user journeys, Syncly enables pinpointing the exact problem and provides actionable insights on what needs to be improved. By monitoring the number of mentions and the overall sentiment associated with these issues, Healthtech X can quickly assess the significance of the problem and take swift corrective action.

Additionally, Syncly's Insight helps Healthtech X identify new issues that may not have been previously apparent. For example, if an issue with rescheduling appointments, which hadn't been recognized before, suddenly arises, it could be due to a bug on the booking page, such as a timezone error or an inability to complete the reservation. By identifying these issues early, Healthtech X can take proactive measures to prevent a situation where more users book incorrect times and miss their appointments, thereby deteriorating the customer experience. By classifying feedback into various sentiment categories and spotting emerging trends, Healthtech X can prioritize and address high-urgency concerns effectively. This approach enables the team to tackle immediate problems swiftly while also noting less critical feedback for longer-term improvements. Ultimately, this ensures that Healthtech X continuously enhances the user experience by addressing both existing issues and uncovering new areas for improvement, thus positively impacting overall satisfaction.

One-click setup, dual data collection, and effortless sharing—all in one solution

Healthtech X uses Syncly to gather a comprehensive view of customer feedback from various touchpoints. With just one click, Syncly seamlessly integrates and collects data from private sources like NPS surveys and chat interactions, as well as public sources such as App Store reviews, all without requiring engineering resources. It identifies major themes and summarizes the feedback accordingly. By leveraging this analyzed data, each team at Healtech X can set up their own dashboards and notifications, ensuring that team collaboration is incredibly seamless and automated. This holistic insight allows Healthtech X to align priorities across internal teams, such as the product team managing the in-app experience and the CX team overseeing member experience.

Impact

Healthtech X aims to enhance the overall health and well-being of its members by providing accessible, high-quality healthcare services. With Sycnly’s AI-driven sentiment analysis, Healthtech X now has a comprehensive view of the member’s journey, allowing for in-depth understanding of user sentiment from start to finish and helping identify both positive and negative feedback effectively. This enables proactive monitoring of issues and potential churn risks by categorizing and prioritizing feedback, ensuring that critical problems are addressed promptly by corresponding teams within Healthtech X.