Better Customer Insights Increase 5-star app ratings and boost patient LTV
Next IT Healthcare, the leader in patient engagement, with Apptentive, the mobile customer engagement platform, today announced a case study revealing how they helped a global pharmaceutical company significantly improve their patient satisfaction and increase patient lifetime value (LTV) with an extraordinary mobile app experience.
The pharmaceutical company had built an app to support patients during their treatment experience, but the app received poor engagement and negative app store feedback due to complicated user flows. The pharma company then enlisted Next IT Healthcare to replace and revamp the app. Next IT Healthcare created a mobile patient engagement solution with a built-in virtual health coach. The solution was powered by their artificial intelligence (AI) platform with natural language understanding (NLU).
Delivered with a state-of-the-art conversational user interface (CUI), the virtual health coach was trained to educate, provide timely medication reminders, and ultimately improve compliance and adherence while building a unique human-like relationship with each individual patient. As a result of the new app built by Next IT Healthcare, the pharmaceutical company saw significant improvements in patient usage.
In order to improve app satisfaction and measure the patient experience, Next IT Healthcare then incorporated Apptentive Ratings Prompts and Surveys. The combination of app improvements led by Next IT Healthcare and Apptentive’s Ratings Prompts and Surveys helped the pharmaceutical company truly listen to patients, understand them, and earn advocates and evangelists as a result. Within three months of leveraging Apptentive, the company boosted their Apple App Store ratings from 1.5 stars to 4.5 stars, and their Google Play ratings from 2.5 stars to 3.6 stars. 91 percent of customers who were prompted said that they loved the app for managing their therapy.
“We’ve always known that our AI-based virtual health coaches improve patient engagement and adherence among patients, but we now have additional validation through our partnership with Apptentive,” said Mitch Lawrence, President of Next IT Healthcare.
“This customer success story proves that not only can we help patients adhere to their treatment plans, we can improve the lifetime value of a patient for the pharma industry. The great thing about this technology is that it’s a win for everyone.”
“Healthcare companies historically haven’t had the ability to listen to and develop relationships with their patients throughout their entire treatment process,” said Robi Ganguly, Co-founder and CEO of Apptentive. “Mobile opens the door for continuous, personalized communication and improves the experiences of both patients and healthcare providers. We look forward to continuing our partnership with Next IT Heathcare to enrich the level of care patients are able to receive.”
In addition to increasing user reviews and positive feedback, Apptentive was also able to help the pharmaceutical company intercept negative feedback and provide an avenue for direct customer feedback through in-app surveys. The user survey responses provided insights around app sentiment, ease of product use, and roadblocks in product use that the pharmaceutical company and Next IT Healthcare were able to incorporate in their product roadmap.
To learn more about this customer success story, read full case study.
About Next IT Healthcare
Next IT Healthcare is the leader in patient engagement. We help healthcare organizations drive lasting behavior change and improved outcomes. Our mission is to pave the way to a radically healthier population. Using Alme, our natural language platform, we develop digital health coaches that achieve unprecedented engagement and adherence rates. Our proven approach is trusted by leaders in all corners of healthcare, including pharmaceuticals, providers and payers.
Next IT Healthcare is proudly based in Spokane, Washington. Learn more at http://www.NextITHealthcare.com.
About Apptentive
Apptentive’s mobile customer engagement software helps companies listen to, engage with, and retain their customers. The product gives brands the opportunity to identify who to talk to, intelligently engage customer segments, and mobilize customers to take action through in-app messages, surveys, and prompts. Integrated into thousands of mobile apps, Apptentive helps companies engage mobile customers, boost app ratings, drive downloads, and earn customer loyalty. The company powers millions of customer conversations every month for companies including Concur, DraftKings, eBay, eHarmony, Intercontinental Hotels Group, Nordstrom, and Zillow.
Learn more at: http://www.apptentive.com.