Call-to-Text/Abandoned Calls Overview
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Whether you are losing callers to long hold times or call failure, Call-to-Text can move patient conversations from phone calls to texting by seamlessly integrating with your phone system. Giving patients the option to move from an on-hold queue to a text message reduces hold times while allowing your staff to interact with multiple patients faster. For patients who do not have a flexible schedule, switching to texting is far more convenient and reduces possible frustration or lost engagements.
Texting can also be initiated when a phone call is abandoned. Whether the call was dropped or a patient hung up, automated outreach over text easily re-engages callers to ensure that the conversation can continue, giving you another opportunity to address the patient's needs.
Patient Experience with Call-to-Text
- Call-to-Text: After a patient has been on hold for a pre-set amount of time (e.g: 30 seconds) they will be prompted to press a specific number (e.g: 1 - to connect with a call center team member via text instead of continuing to wait on hold). As soon as the person presses the specified number, the Artera Sendmessage API is triggered and sends the patient a text message to engage over text. This text is limited to 255 characters and can be customized. The recommended language is, This is <Health System>, we apologize for the hold, how can we help?
- Abandoned Calls: When an on-hold caller hangs up or gets disconnected, the patient will automatically receive a text via Artera, attempting to recover and support the patient's needs. This text is limited to 255 characters and can be customized. The recommended language is, This is <Health System>. It looks like we got disconnected. How can we help you today?
Get Started with Call-to-Text
Please contact your Artera representative if you are interested in enabling this feature. We can help identify how this feature can positively impact your Call Center experience. Artera is currently working to support any vendors that offer these services.
Click here for instructions on setting up and using Call-to-Text and Abandoned Calls.