Pharmaceutical companies typically rely on automation and voice mail to receive feedback and inquiries from consumers. This is a cheap and convenient way of making sure that consumers get responses without having to exert much effort on their part. However, these companies are missing out on the opportunity to provide customer service and build loyalty.
Pharmaceutical live answering is the process of handling inbound and outbound calls from a contact center. Agents are required to have a background in medicine, and as such it’s common for staff nurses and individuals with a degree in the field of pharmacy to take on the job.
The volume of calls that a contact center can handle on a daily basis depends largely on its size, capacity, equipment, software and expertise, as well as the client’s consumer base.
1. Drug information
Consumers and medical professionals who need accurate information about a certain product will require a specialist who can give specific and nuanced answers. Though there is a lot of information about medicine on the Internet, not all of these sources are trustworthy or reliable. Some of them may even be downright false and harmful. That’s why it’s important for companies to provide information about their own products first-hand.
2. Product recall
Despite the amount of research and quality control that goes into medicinal products, it may be necessary for companies to do product recalls in the event that a batch has been compromised, contaminated, or reported to have unusual side-effects.
A recall hotline gives companies the capacity to inform consumers that a product should not be used and that they may return it to the drug store for a refund. This helps companies do damage control more efficiently and protect the safety of consumers. This also helps avert a public relations crises and legal action that may stem from the effects of ineffective or contaminated drugs.
Live answering lets companies do outbound surveys, enabling them to collect information and consumers’ opinions. This helps them identify areas for improvement and gauge the demand for various products.
Live answering is a crucial process that helps pharmaceuticals provide accurate information about their products, do product recalls, protect the well-being of their consumers and protect their interests as companies. It also gives them the ability to get a feel for the general pulse of consumers so that they may deliver better quality products and determine consumers’ overall satisfaction.
More importantly, it helps them use a more personal and effective approach when it comes to addressing consumers’ queries about their products. This in turn helps build consumer loyalty and make sure that they have the necessary knowledge to use products efficiently.