How inventive AI-powered customer support tools has IPRS Health deliver exceptional customer experience at every touchpoint

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About IPRS Health:

IPRS Health is an award-winning, private independent clinical company, part of IPRS Group which was established in 1995. Regarded as one of the UK’s leading providers of rehabilitation services, IPRS Health specialises in the assessment and appropriate treatment of musculoskeletal & mental health conditions along with general wellbeing services. IPRS Health delivers physiotherapy and rehabilitation services to a range of corporate clients in the public and private sectors, working with employers, occupational health providers and insurers.

Why modern technology made sense in healthcare

Even though IPRS Health had a query section on their website, most customers and clinicians contacted them via the phone when they needed support. As a pioneer in innovative methods regarding the rehabilitation of mental health and musculoskeletal conditions, IPRS Health’s ethos had them looking to mirror their revolutionary approach to their digital support strategy.

IPRS implemented Synthetix AI-powered digital support tools which includes knowledge, integrated across live chat, web self-service and in the IPRS Health contact centre to ensure any queries could be dealt with as quickly and efficiently as possible.

What has changed since investing in AI-powered digital tools

The timing of implementing the software coincided with the launch of a new portal for IPRS Health’s clinician network. Having digital contact channels in addition to the ‘traditional’ option of enquiring over the phone, proved to be very efficient with live chat now the most preferred channel for clinicians to get in touch with IPRS Health, enabling agents to offer real-time assistance, and significantly reducing the amount of inbound calls since it was introduced.

“If we didn’t have the live chat feature, we wouldn’t have been able to cope with the surge in clinicians getting in touch. I think this showed us how important the feature could impact our business in a positive way and as the trial continued this proved to be true. We recognised that we could deal with inbound enquiries in a much more efficient way and that people are becoming to expect a live chat feature on most websites …”

And by enabling customers and clinicians to source answers to frequently asked questions on the portal enables them to instantly find the information they are looking for without having to pick up the phone, while still receiving first-class service.

Working with Synthetix

“… I think anyone at IPRS Health would agree that the most positive experience has been the customer service we have received from Synthetix and Sam, specifically. Since the start, whenever we have had questions or tweaks needing to the system the response has always been quick and to a high standard. The service we have received from Synthetix has been first class from the outset.”

Alex Harban ~ *Business Development & Marketing at IPRS Health*

Metrics

After just 3 months IPRS Health report:
* 28% of people completing a live chat said it saved them a phone call.
* A near 10% drop in contact with customers self-serving answers to their questions using the FAQ Search tool where feedback was provided.

The future

As a company, IPRS Health pride themselves on being forward thinking and innovative, with their patients the focus of everything they do.

Synthetix are very excited to have such an innovative brand pioneer this type of technology, to facilitate the delivery of exceptional customer experience at every touchpoint. We are confident that our technology will exceed expectations and can’t wait for IPRS Health and their customers to reap the exceptional future returns on this investment.

CASE STUDY

A comprehensive AI-powered knowledge solution prepares insurer for unexpected increases in enquiries leading to significant cost savings and an increase in efficiency.

Offering insurance products to almost two million drivers, home owners, pet owners and holiday makers across the UK, this well-known insurer, split into two brands with very different target audiences, invested in a Synthetix AI-powered knowledge-base to enable customers to find answers to frequently asked questions on their websites.

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Although the insurer invested in one knowledge-base, it services two brands with some common knowledge and with some content specific to each brand, which is a cost saving in itself.

Displayed in a light box fashion in keeping with each brand’s colours, logo and guidelines, customers can type or find answers using natural text search or from the most popular questions using the web self-service tool. The most popular questions are displayed as soon as a customer starts typing into the search box, and the analytics of questions asked, offer their contact centre valuable insight.

Deliver consistent, high-quality support 24/7, and easily manage multiple brand identities from within the same knowledge-base. A built-in ‘view’ system controls access to knowledge for each brand identity and skill enables the insurer to easily manage the multiple brand identities from within the same knowledge-base and easily update, edit or remove information as required.

While many organisations ask for customer feedback, to determine if customers using dynamic search found the answer given helpful, Synthetix has taken feedback one step further with this insurer. Customers are not only asked if their question was answered, but if it saved them a phone call. This has allowed the Insurer a clear view of the return on their AI-powered FAQ investment.

This insurer reports that when customers using the FAQ tool, are asked for feedback, on average 8,000 of 20,000 customers respond.

Recent figures show:

• 76% of the respondents said it answered their question.
•  75% of these respondents said it not only answered their question, but saved them a phone call.

Maths:

• 8000 x customers gave feedback
• 6000 x said it answered their question
• 4500 x said it saved them a phone call

Results:

This Insurer saves at least *£80 000 per year equating to between 4 and 6 members of staff.

Based on average cost of a phone call estimated to be £3, assuming the average of 2 mins per call.

Future plans

Since implementing the integrated online customer service tools from Synthetix, this business not only reports a positive buzz in agent user experiences in their contact centre, but the ROI of investing in this type of technology has this insurer looking to extend their multi-channel offering with more cutting-edge Synthetix SaaS.