Case Study: Access Health
Case Study: Acsess Health
Challenge:
Improving customer satisfaction to their clientsSolution:
Setting up live chat service to their members only to solve their technical issuesResults: Better communication and increase customer satisfaction by 92%
About Acsess Health
Acsess Health
is an Australian telecommunication service provider working across many industries and specialising in the Aged Care, Retirement Villages, Hospitals and Health Care communities.
Challenges in business
Access Health faces a significant challenge in the realm of aged care, as its customers within this sector consistently encounter subpar customer service. The dissatisfaction among these clients is palpable, with numerous complaints highlighting the inadequacies in the support they receive.
A key contributing factor to the discontent among Access Health's aged care customers is the evident breakdown in communication. Poorly communicated information, unaddressed concerns, and a lack of responsiveness exacerbate the challenges faced by the elderly and their families.
In response to Access Health's challenge of poor customer service and dissatisfaction among aged care clients, CEO John and CFO Wendy enlisted Liveline's expertise. After a series of onboarding sessions to pinpoint communication issues, Liveline swiftly implemented solutions, markedly improving the customer experience. Liveline's intervention not only addressed the root causes but also demonstrated their agility in bringing about immediate positive changes, ultimately turning dissatisfied customers into satisfied ones within Access Health's aged care services.
