At a time when the healthcare sector is under immense pressure, pharmacies need to ensure that they have a communications system that is equipped to manage incoming and outgoing calls promptly and efficiently – and VoIP technology provides a streamlined and cost-efficient way to achieve this.
So it is clear that successful pharmacies are built on the foundation of strong patient relationships, and the key to these relationships is effective and clear communication.
In this article, we examine how VoIP systems are the solution for contemporary pharmacies to meet demand while also ensuring no patients are overlooked.
Voice over Internet Protocol (VoIP)
VoIP is a cloud-based system that uses a broadband internet connection to facilitate calls. You can read about the fundamentals of VoIP in this previous article – in essence, VoIP marks the expansion of a new communication era.
Although this technology has been around for quite some time now, it is always improving and has essentially changed the way business can be done.
What are the benefits of VoIP for Pharmacies?
Many pharmacies still work with outdated and insufficient phone systems. From weak connections, poor clarity and muffled speech to the lack of functionality, most pharmacy phone systems just don’t make the grade.
With customer experience one of the key influencing factors when patients are choosing a pharmacy, poor communications systems are not something to take lightly.
Let’s look at some of the benefits of a VoIP phone system and how it can be used to build better customer relationships:
VoIP is cost-effective
Traditional systems involve a more complex setup and require greater spending on hardware. With a VoIP phone system, there is no need to invest in large amounts of hardware.
Pharmacies can also save money on the cost of calls as the calls are made through an internet connection rather than a traditional phone line.
The ease at which a VoIP phone system can be set up in pharmacies means that they can very quickly reap the benefits of this improved communication channel.
The beauty of a VoIP phone system is that it can be scaled up or down depending on requirements. A pharmacy can pick and choose the features and services needed and, as this is a cloud-based system, it is not location dependent.
Managers and staff can work remotely and still be able to make and receive calls, reducing the risk of missed calls and lost sales opportunities.
The nature of the business means that many calls received can be urgent and need to be dealt with efficiently. When you have multiple branches or departments redirecting an important call to the right place manually can waste vital time.
Using the Auto Attendant feature, however, callers can be given the option to be directed to the right branch with the simple click of a button, saving valuable time.
Creating options for frequently asked questions such as opening hours or procedures for collecting prescriptions can also improve efficiency and filter out the less crucial enquiries.
Excellent Call Clarity
Clarity is essential when it comes to patient and doctor calls. From handling prescriptions, transcribing doctors’ notes, understanding symptoms or conveying warnings, ensuring that all details are heard and communicated clearly and precisely is vital.
There can be a lot of background noise within a busy pharmacy or from the caller’s side which means things can be muffled and misheard. A VoIP phone system offers unbeatable call clarity and lowers the risk of miscommunication.
Boosts Staff Training
A business is only as good as its team. By utilising the call recording feature on VoIP phones, pharmacies can monitor and improve the way employees communicate with customers. Both inbound and outbound calls can be recorded and stored for training purposes, offering learning opportunities for both management and staff.
Unanswered calls can leave customers frustrated and the more regularly this happens the more damage is being done to the reputation of the pharmacy.
Features such as call routing, auto-assistant, mobile App capabilities and the ability to set call rules, are just some of the key tools on hand to ensure that no call goes unanswered.
With a customisable virtual switchboard, calls can be routed efficiently but also standard messaging can be tweaked so that customers are engaged at every opportunity through the routing stage.
Update callers about pharmacy news, highlight new products or services and let them know how valued they are with pre-recorded messages.
Using VoIP phone systems, there are endless opportunities to educate, entertain and endear customers whilst greatly enhancing their overall experience.
One Contact is your VoIP provider
Whether you have a small family-run chemist or a chain of busy pharmacies, One Contact can be your provider of world-class VoIP services.
With this reliable and flexible phone system, you can secure your patient communications and give your callers, a clear and omnipresent line of contact to your pharmacy when they need it the most.
Contact us today to get started with installing an efficient and trustworthy VoIP phone system that you and your customers can rely on.