Omniexperience for patients: fall-proofing of large platforms

> An Omnichannel strategy protects and supports you in case third-party platforms collapse.

Yesterday, Monday, October 5, Facebook, Instagram and Whatsapp, the most relevant platforms on the Internet, were down. Nearly 3 billion users between the three services were affected for about six hours. All this collapse cost Mark Zuckerberg the loss of almost 5% of its value on the New York Stock Exchange.

Other platforms such as Tik Tok and Tinder were also compromised in this "blackout". However, in this opportunity we want to emphasize the triad wonder of Facebook-Instagram-Whatsapp because of the importance they have as a communication channel with patients and associates and in general in any Omnichannel strategy.

We already know that all health communication is of additional importance to any other communication. Health has a higher value and occupies a primordial place, even more so in times of pandemics in which health care and wellbeing have been redefined. That is why it is important that communication with patients and associates is fluid, has absolute availability and, above all, is not interrupted.

What role does an Omnichannel strategy play in a context where the main platforms stopped working?

When you have an Omnichannel strategy it means you are connected to your audience of patients and associates in more than one place but also offer a cohesive message across all your communication channels equally. An Omnichannel strategy provides holistic communication: that is, it turns communication into an Omniexperience.

Omniexperience allows the patient to continue a communication that was initiated in the Facebook Messenger chat through an email or a phone call without the message being altered, having to provide data again or fragmenting the communication flow. How can Omniexperience support? A properly implemented Omnichannel strategy allows all communications that were being generated through Facebook, Instagram and/or Whatsapp to be continued without alterations or complications through other channels.

Applying Omnichannel to your processes is a guarantee of continuity and fluidity in addition to making available the best options for Patient Care. On a day like yesterday's, when contacts were abruptly interrupted without knowing when the communication channel would be restored, those health centers and institutions that use omnichannel strategies were able to continue their Patient Care and other processes without difficulties, safeguarding the experience of patients and associates.

In a digital world where the control of the platforms is in the hands of third parties and we are not responsible for the security of these communication channels, it is necessary to have the autonomy provided by an Omnichannel strategy of your processes.

At SkyMed we specialize in enhancing your patient care strategy and tailoring it to your facility or institution. To learn more, contact us here to arrange a virtual meeting with one of our representatives.

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