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Why Customer Care Is the Heart of Your Healthcare Organization


For healthcare and life science organizations, the folks on the front lines manning the phones, answering customer questions and solving issues make a major impact on the patient experience. And for those in sales, marketing, product development, and operational roles, this team can also make a major impact on how to optimize that patient experience. This Valentine’s Day, why not grab some flowers and a box of chocolates and head down to visit your support team and see what insights they can give you.

How much should you love customer care? Let us count the ways.    

Marketing: Customer care is a natural extension of your marketing team. Nobody sees the trends, personas, pain points, and opportunities better than the team on the phone with your audience all day. Plus, remember that patient journey you’re always talking about? They are a critical part of that journey and can create delight and loyalty with just one phone call.

Sales: Have you just sold a healthcare or life sciences product? Good news: nobody can delight a new user like customer service. An excellent product + a responsive, knowledgeable support team = match made in heaven. From product setup to troubleshooting to education (and, yes, even upselling), your customer service team can help make your latest sale into an intrenched part of your customer’s life.

Operations: Searching for digital friction-points to address or the real skinny on how your software is working for customers? Look no further than customer care. They have a front row seat to customer needs and operational effectiveness. They help your audiences with navigating websites and apps, payment portals, appointment set-up and myriad other self-service items. With that line of sight, they can easily help you find places to optimize (and its likely they will produce a new idea or two to boot).

Product development: And that brings us to product development. Your customer care teams hear from customers all day long ”Do you offer this?”, ”Does your product do that?“ and ”Well, so-and-so’s product does this and that!” Customer care can be a wealth of information for what features and functionality are in demand and can help you set a roadmap for enhancements rooted in consumer preferences.

Customer care is at the heart of patient-centric optimization

The list above is only the tip of the iceberg. Customer care has a direct line of sight into customer issues, preferences, pain-points, opportunities, moments of influence and challenges that few in your organization do. Plus, let’s face it — they are some of the most empathetic, supportive and easy-going folks around. So show some love this Valentine’s Day, and every day, and see how your customer care team members deliver patient-centric insights to every corner of your organization.

Our Digital Healthcare Strategy team helps healthcare and life sciences organizations better understand their audiences and create memorable digital experiences. Contact us today for more information.


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Marlana Voerster

Marlana Voerster is a Senior Healthcare Strategist at Perficient, where she works with providers and MedTech, pharma, and digital health organizations to build brand loyalty and enhance the patient experience through customer-centric digital experiences.

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