Surveys have shown that a majority of Americans do not trust the healthcare sector, with only 23% of customers reporting that they fully trust the industry. Given the critical role played by the healthcare industry, it is essential that healthcare providers find better and more efficient ways of rebuilding customer trust.
Turning to e-commerce may allow healthcare companies to bridge this gap and provide higher-quality services to patients. The internet and digitization were game changers for commerce in general, and they have completely changed how businesses operate. These days, any entrepreneur worth their salt has an online presence and leverages digital tools to constantly improve their products or services and increase customer satisfaction.
Players in the healthcare field could also turn to digital options to help them better engage with their patients and business partners in a way they never could with physical meetings.
The industry, however, has its work cut out for it; healthcare is a critical sector that regularly deals with incredibly sensitive patient data. Ensuring compliance will be the first step to rebuilding customer trust. Customers want to trust that the data they provide to online platforms is safe and protected.
Keeping customer data safe will ultimately depend on how well a company complies with security regulations such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA). This adherence will require investing in secure platforms and regular monitoring to ensure all critical safety features such as data encryption are functioning as intended.
Creating a good digital customer experience will also help boost customer trust and satisfaction. A clunky, poorly designed platform is a hassle to navigate and will undoubtedly turn away many potential customers. Nearly 65% of customers below the age of 65 believe that providers with easy-to-navigate online platforms are more likely to provide higher-quality services.
Both customers and B2B buyers are looking for platforms that offer transparent prices, swift checkout flows and accommodating resource centers, as well as the ability to communicate via communication channels of their choice. In fact, 52% of customers say they prefer providers that respond through their preferred communication channels, typically via an in-app message, chat window or resource center.
Healthcare providers can also leverage artificial intelligence (AI) to gain a deeper understanding of consumer needs once they launch online storefronts and portals. AI would allow these providers to personalize experiences for each specific customer by sending timely and tailored communication, offering personalized recommendations and helping manage medical expenses.
As e-commerce platforms such as NextPlat Corp. (NASDAQ: NXPL) (NASDAQ: NXPLW) increase in number within the healthcare space, consumers could learn to trust the sector since patients will be accessing many of the needed services in the same way as they buy other consumer goods.
NOTE TO INVESTORS: The latest news and updates relating to NextPlat Corp. (NASDAQ: NXPL) are available in the company’s newsroom at https://ibn.fm/NXPL
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