{"id":159363,"date":"2025-05-26T13:30:16","date_gmt":"2025-05-26T13:30:16","guid":{"rendered":"https:\/\/sinch.com\/?post_type=scc-chapter&#038;p=159363"},"modified":"2025-06-16T05:58:54","modified_gmt":"2025-06-16T05:58:54","slug":"happy","status":"publish","type":"scc-chapter","link":"https:\/\/sinch.com\/state-of-customer-communications\/chapter\/happy\/","title":{"rendered":"Make customers happy (even after the sale)"},"content":{"rendered":"    <section  class=\"section section-hub-pt section-hub-mb bg-white-subtle shadow-divider\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center justify-content-center\">\r\n                <div class=\"col-md-10 justify-content-center\">\r\n\r\n                    \r\n                    <h2 class=\"h3 mb-3 mb-lg-4\">Customer service communications create happiness<\/h2><div class=\"mb-6 mb-md-7 mb-lg-9\"><p class=\"mb-0\">Service and support were made for multichannel customer communications. If your goal is happy customers (and why wouldn\u2019t it be?), then having conversations with people on the channels they prefer is essential. Sinch experts share more on how strong communications and happy customers go hand in hand.<\/p><\/div>\r\n                    \r\n                                            <div>\r\n                            \n\r\n\t                    <div class=\"iframe-responsive-container lazy-video \">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=Ui_FqBP2MZ4\" class=\"lazy-video-link\" data-lazy-video=\"Ui_FqBP2MZ4\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-thumb=\"https:\/\/img.youtube.com\/vi\/Ui_FqBP2MZ4\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/Ui_FqBP2MZ4\/maxresdefault.jpg\" alt=\"The state of customer communications - Pillar 4: Happy\">\r\n                <\/a>\r\n            <\/div>\r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=Ui_FqBP2MZ4#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/Ui_FqBP2MZ4\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/Ui_FqBP2MZ4\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=Ui_FqBP2MZ4\",\n    \"name\": \"The state of customer communications - Pillar 4: Happy\",\n    \"uploadDate\": \"2025-06-03T09:47:44+00:00\",\n    \"duration\": \"PT5M16S\"\n}        <\/script>\r\n\r\n\t\r\n\n\r\n                        <\/div>\r\n                    \r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-py bg-light-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2\">\r\n                        \n\r\n    \r\n    \r\n    \r\n                    <div class=\"position-relative\">\r\n                <div id=\"highcharts_block_YmxvY2tfMjcwNjhkZGQ5NmM3NDQ3NjQ4NDZhYjJiNmUxMGY4OWI\"><\/div>\r\n            <\/div>\r\n        \r\n        <script>\r\n            (function() {\r\n                \/\/ Init chart\r\n                function chartInit_block_YmxvY2tfMjcwNjhkZGQ5NmM3NDQ3NjQ4NDZhYjJiNmUxMGY4OWI() {\r\n                    const chartID = \"highcharts_block_YmxvY2tfMjcwNjhkZGQ5NmM3NDQ3NjQ4NDZhYjJiNmUxMGY4OWI\";\r\n                    const chartContainer = document.getElementById(chartID);\r\n\r\n                    if (!chartContainer) return;\r\n\r\n                    \/\/ Check if chart already existns. 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chartID_block_YmxvY2tfMjcwNjhkZGQ5NmM3NDQ3NjQ4NDZhYjJiNmUxMGY4OWI = \"highcharts_block_YmxvY2tfMjcwNjhkZGQ5NmM3NDQ3NjQ4NDZhYjJiNmUxMGY4OWI\";\r\n            \/\/     chartInit_block_YmxvY2tfMjcwNjhkZGQ5NmM3NDQ3NjQ4NDZhYjJiNmUxMGY4OWI(chartID_block_YmxvY2tfMjcwNjhkZGQ5NmM3NDQ3NjQ4NDZhYjJiNmUxMGY4OWI);\r\n            \/\/ }, true);\r\n\r\n            \/\/         <\/script>\r\n\r\n\n\r\n                    <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-1 pe-1 pe-md-6 pe-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">What channels do consumers prefer for support communication?<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>Most interactions with support happen before and after a purchase or some other exchange happens with your customers.<\/p><p>Our survey found around 31% of people want support communications to take place via email, but that\u2019s far fewer compared to their promotional and informational message preferences.<\/p><p>For support, a newcomer emerges near the top. <b>22% say they want live chat with a human.<\/b> Around 5% selected an AI chatbot as their top choice.<\/p><p>The voice channel is also integral to customer support, and <b>19% of consumers chose a call center <\/b>for phone communications.<\/p><p class=\"mb-0\">But the 8% of consumers who said they prefer a mix of channels are onto something.<b> Customer support conversations can and should occur on a variety of channels.<\/b><\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-my bg-white-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1\">\r\n                        \n\r\n    \r\n        <div class=\"row hub-data longform-spacings\">\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-warning\">\r\n                        <h5 class=\"h2 counter\">28%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">of baby boomers prefer using the voice channel (call center) for customer support.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-warning\">\r\n                        <h5 class=\"h2 counter\">34%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">of Generation X consumers prefer support communications via email.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-warning\">\r\n                        <h5 class=\"h2 counter\">8-9%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">of Generation Z and millennials prefer AI chatbots over other options.\u2028<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n                            <div class=\"col-6 col-lg-6 my-2\">\r\n                    <div class=\"hub-data-item h-100 p-4 p-md-5 rounded bg-warning\">\r\n                        <h5 class=\"h2 counter\">15%<\/h5>\r\n                        <div class=\"card-text\">\r\n                            <p class=\"mb-0\">of Gen Z wants to use other messaging apps like Messenger and WhatsApp for support conversations.<\/p>                        <\/div>\r\n                                            <\/div>\r\n                <\/div>\r\n\r\n            \r\n        <\/div>\r\n\r\n\n\r\n                    <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-2 ps-1 ps-md-6 ps-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">Supporting the generations with multichannel communications<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>None of the four age groups gravitated towards a specific channel for support, reinforcing that businesses do need a multichannel strategy.<\/p><p>However, there were some slight differences among the generations. For example, younger consumers are more likely to prefer using AI chatbots.<\/p><p class=\"mb-0\"><b>Baby boomers were the most likely to prefer using a call center for support<\/b> (28%), and less than 2% of boomers want to use other messaging apps. Generation Z is much more likely to want conversations with customer service on channels like WhatsApp and Messenger.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-py bg-light-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                <div class=\"col-md-9 altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">What are consumers trying to accomplish when they contact support?<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p class=\"mb-0\">Our survey asked people to select from a list of typical scenarios involving customer support. Respondents chose all the tasks they\u2019d likely want to accomplish during those interactions. Technical support and trustworthy advice were among the top four options, but consumers also want to accomplish the basics, like getting updates on orders and facilitating returns and exchanges.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n                            <div class=\"mt-6 mt-md-7 mt-lg-9\">\r\n                    \n\r\n    \r\n        <div class=\"row cards gy-6 gy-md-7 gy-lg-9 gx-lg-5 \">\r\n            \r\n                <div class=\"col-12 col-md-6 col-lg-3\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/plugs.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    44% of people regularly reach out for technical support, which was the most popular option.                                <\/div>\r\n                                                                                <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-6 col-lg-3\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/label.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    39% of consumers frequently contact support for order tracking information.                                <\/div>\r\n                                                                                <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-6 col-lg-3\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/badge-money-backward.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    37% typically have customer support interactions involving returns and exchanges.                                <\/div>\r\n                                                                                <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-6 col-lg-3\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/headset.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    36% regularly turn to customer support for trustworthy advice.                                <\/div>\r\n                                                                                <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n                    <\/div>\r\n\n\r\n                <\/div>\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-my bg-white-subtle\">\r\n        <div class=\"container\">\r\n   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Those integrations include ticketing systems and other customer support software.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-py bg-warning-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2 text-center pb-4 pb-lg-0\">\r\n                                                    <img decoding=\"async\"  width=\"648\" height=\"456.5\" class=\"img-fluid\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SI-App-Voice-Statistics-01-1.png\" alt=\"Image for Integrated voice support technology\">\r\n                                            <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-1 pe-1 pe-md-6 pe-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">Integrated voice support technology<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>Many consumers want to use voice as their primary channel for support communications. An integrated approach that includes texting, however, can increase happiness.<\/p><p>For example, during peak call times, businesses can offer a custom SMS number that people can use to text a number where they want to be called back once an agent is available. That means no waiting on hold.<\/p><p>With the advanced technology of <a href=\"https:\/\/sinch.com\/blog\/sip-trunking\/\" target=\"_blank\" rel=\"noopener noreferrer\" style=\"\">Elastic SIP Trunking<\/a>, integrating SMS with voice support becomes simple. In addition to providing a seamless experience on both channels, it also helps free up agents and reduces customer frustration.<\/p><p class=\"\">And that\u2019s not the only way, voice support can become more efficient while improving the customer experience. When designed intentionally, programmable <a href=\"https:\/\/sinch.com\/voice\/voice-calling\/\" target=\"_blank\" rel=\"noopener noreferrer\">voice API<\/a> features like interactive voice response (IVR) help connect customers with the right agent faster. That also means they\u2019ll be asked to repeat and explain their problem less.<span style=\"font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif;\"><\/span><\/p><p class=\"mb-0\"><span style=\"font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif;\">You can even <\/span><a href=\"https:\/\/sinch.com\/blog\/enhance-customer-experiences-with-voice-ivr\/\" target=\"_blank\" rel=\"noopener noreferrer\" style=\"font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif;\">connect IVR to a transcription tool<\/a><span style=\"font-family: -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, Oxygen-Sans, Ubuntu, Cantarell, &quot;Helvetica Neue&quot;, sans-serif;\"> so that support calls can be easily analyzed to improve the customer experience.&nbsp;<\/span><\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-my bg-white-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                                    <div class=\"col-md-6 col-lg-7 order-2 order-md-1\">\r\n                        \n\r\n    \r\n    \r\n    \r\n                    <div class=\"position-relative\">\r\n                <div id=\"highcharts_block_YmxvY2tfY2I5OWE0NjljNzE2YzVjMTY4MjRkNTZiOTU5MjhjZDk\"><\/div>\r\n            <\/div>\r\n        \r\n        <script>\r\n            (function() {\r\n                \/\/ Init chart\r\n                function chartInit_block_YmxvY2tfY2I5OWE0NjljNzE2YzVjMTY4MjRkNTZiOTU5MjhjZDk() {\r\n                    const chartID = \"highcharts_block_YmxvY2tfY2I5OWE0NjljNzE2YzVjMTY4MjRkNTZiOTU5MjhjZDk\";\r\n                    const chartContainer = document.getElementById(chartID);\r\n\r\n                    if (!chartContainer) return;\r\n\r\n                    \/\/ Check if chart already existns. 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ps-1 ps-md-6 ps-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">Can AI chatbots keep customers happy?<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>Today\u2019s consumer regularly interacts with AI-powered chatbots for support, especially when initially reaching out. But is that what people want to do?<\/p><p>Our survey found<b> 42% of consumers would work with AI that\u2019s trained on support documentation<\/b>. However, 26% of people felt unsure, and 32% wouldn\u2019t want to interact with artificial intelligence.<\/p><p>Despite hesitancy among some people, <a href=\"https:\/\/sinch.com\/blog\/ai-chatbots-in-customer-service\/\">AI&nbsp;chatbots can do a lot<\/a> to create happy customers, especially across certain demographics\/generations.<\/p><p class=\"mb-0\">They are at work 24\/7 and provide answers quickly. When trained to deliver accurate responses on a friendly interface, AI chatbots can easily support customer satisfaction. Of course, it\u2019s also important for these bots to understand when it\u2019s time to transfer people to a live agent.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-py bg-light-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                    <div class=\"col-md-6 col-lg-7 order-2 order-md-2 text-center pb-4 pb-lg-0\">\r\n                                                    <img decoding=\"async\"  width=\"648\" height=\"532.5\" class=\"img-fluid\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2025\/05\/SDCC-25-Chapter-5-Chart-5_v2-1.png\" alt=\"Image for Generational opinions on AI and customer support\">\r\n                                            <\/div>\r\n                \r\n                <div class=\"col-md-6 col-lg-5 altblo-content order-1 order-md-1 pe-1 pe-md-6 pe-lg-7 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">Generational opinions on AI and customer support<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>The different views among generations regarding artificial intelligence and customer communications are clear.<\/p><p>The younger the consumer, the more likely they are to feel comfortable using AI to get support or answers to their questions.<\/p><p><b>Nearly 72% of Generation Z respondents said they\u2019d work with an AI solution for support<\/b>. Compare that to just 20% of baby boomers who feel comfortable with AI. <\/p><p class=\"mb-0\">The other generations fell in the middle with 39% of Gen Xers and 58% of millennials being willing to use AI for support communications.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section section-hub-my bg-white-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center justify-content-center\">\r\n                <div class=\"col-md-10 justify-content-center\">\r\n\r\n                                            <p class=\"text-uppercase section-caption\">Mobile messaging showcase<\/p>\r\n                    \r\n                    <h3 class=\"h4 mb-3 mb-lg-4\">Using RCS for happier customers<\/h3><div class=\"mb-6 mb-md-7 mb-lg-9\"><p>You\u2019ve already seen how consumers tend to prefer the richer messaging experience of RCS for abandoned cart campaigns, appointment reminders, and account verification messages. What are some ways RCS can be used to provide customer support? Here are just three of the possibilities:<\/p><p class=\"mb-0\"><b>1. Image carousels to display options:<\/b> This feature could be used to facilitate exchanges via text.<br><b>2. Buttons for quick replies:<\/b> This could help customers provide feedback or get transferred to a live agent.<br><b>3. 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But how do people feel about providing feedback around healthcare experiences?<\/p><p>Asking patients about the quality of their care following an appointment has become common \u2013 many times through text message or email follow-ups.<\/p><p>Our survey found <b>44% of respondents want to give this feedback to healthcare companies<\/b>. 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waiting to receive care<\/h3><div class=\"mb-0 mt-3 mt-lg-4\"><p>The convenience of artificial intelligence could be a factor that changes the minds of skeptics. In Chapter 2, we told you 40% of consumers wouldn\u2019t want to engage with a healthcare brand\u2019s AI chatbot.<\/p><p>Those people typically didn\u2019t trust accuracy, worried about privacy, and felt it was too impersonal. However, when asked how they\u2019d feel if interacting with AI helped them get care in less time, things changed.<\/p><p class=\"mb-0\"><b>41% of those surveyed would be willing to describe symptoms to an AI-powered solution<\/b> if it meant doing so could speed things up. That could mean expediting an urgent situation or simply going through routine healthcare questionnaires with AI.<\/p><\/div>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section section-hub-my\">\r\n        <div class=\"container\">\r\n            <div class=\"hub-banner px-3 py-7 p-md-9 justify-content-lg-center rounded bg-warning-subtle\">\r\n\r\n                <div class=\"row align-items-center justify-content-center py-lg-3 \">\r\n\r\n                                            <div class=\"col-md-6 col-lg-7 mt-5 mt-md-0 order-2 order-md-2\">\r\n                            \n\r\n\t                    <div class=\"iframe-responsive-container lazy-video \">\r\n                <a href=\"https:\/\/www.youtube.com\/watch?v=KfgsXLfUvI4\" class=\"lazy-video-link\" data-lazy-video=\"KfgsXLfUvI4\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"youtube\" data-thumb=\"https:\/\/img.youtube.com\/vi\/KfgsXLfUvI4\/maxresdefault.jpg\" title=\"Sinch Video\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/img.youtube.com\/vi\/KfgsXLfUvI4\/maxresdefault.jpg\" alt=\"Reducing patient wait times with an AI voice bot\">\r\n                <\/a>\r\n            <\/div>\r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/www.youtube.com\/watch?v=KfgsXLfUvI4#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/img.youtube.com\/vi\/KfgsXLfUvI4\/maxresdefault.jpg\",\n    \"embedUrl\": \"https:\/\/www.youtube.com\/embed\/KfgsXLfUvI4\",\n    \"contentUrl\": \"https:\/\/www.youtube.com\/watch?v=KfgsXLfUvI4\",\n    \"name\": \"Reducing patient wait times with an AI voice bot\",\n    \"description\": \"Discover how Moet Ik Naar De Dokter (MINDD), a Dutch medical technology company, is improving patient experiences with conversational AI. \\n\\nTogether with Sinch, they developed an advanced voice chatbot that effectively triages patient calls, ensuring urgent cases receive immediate attention. \\n\\nThe voice bot then poses a series of questions, created by medical professionals, to triage callers based on symptom severity. The NLP model is trained to recognize over 70 different medical issues, and the system will prioritize calls accordingly. \\n\\nAll this information is securely relayed directly to the doctor\\u2019s office, equipping human agents with the necessary data to assist effectively. \\n\\nThe NLP model is also trained to recognize signs of distress. Should a patient urgently need help and request it, the AI voice assistant immediately shifts them from the standard triage process to an accelerated lane for assistance. \\n\\n\\nRead the full story: https:\/\/www.sinch.com\/insights\/customer-stories\/how-mindd-built-ai-enabled-voice-chatbot-safely-triage-patients\/\\n\\n\\n#VoiceAI #VoiceBot #AI\",\n    \"uploadDate\": \"2024-06-12T12:40:03+00:00\",\n    \"duration\": \"PT3M38S\"\n}        <\/script>\r\n\r\n\t\r\n\n\r\n                        <\/div>\r\n                    \r\n                    <div class=\"col-md-6 col-lg-5 order-1 order-md-1 pe-1 pe-md-6 pe-lg-7\">\r\n                                                    <p class=\"text-uppercase section-caption\">Customer Story<\/p>\r\n                        \r\n                        <h2 class=\"h4 mb-3 mb-lg-4\">Increasing happiness in healthcare with an AI voice bot<\/h2>\r\n\r\n                        <p>Survey insights from business leaders found an impressive <b>63% of companies plan to adopt AI voice bots in 2025<\/b>. That includes 65% of respondents in healthcare. <\/p><p>See for yourself just how much an AI voice bot can transform the customer experience. <\/p><p class=\"mb-0\">In this Sinch customer story, you\u2019ll find out how MINDD built a solution that helps triage patients and dramatically reduces the time it takes to see a doctor.<\/p>                        \r\n                    <\/div>\r\n                <\/div>\r\n\r\n            <\/div>\r\n        <\/div>\r\n    <\/section>\r\n\r\n\n\n    <section  class=\"section hub-altblock section-hub-py bg-success-subtle\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center\">\r\n\r\n                \r\n                <div class=\"col-md-9 altblo-content order-1 order-md-1 pb-4 pb-lg-0\">\r\n\r\n\r\n                    <h3 class=\"h3 mb-0\">Happier customer experiences through world-class support<\/h3>\r\n\r\n                <\/div>\r\n            <\/div>\r\n\r\n                            <div class=\"mt-6 mt-md-7 mt-lg-9\">\r\n                    \n\r\n    \r\n        <div class=\"row cards gy-6 gy-md-7 gy-lg-9 gx-lg-5 \">\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-4\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/ai.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                Smart support                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    Sinch AI solutions include easy-to-build voice bots and chatbots.<br \/>\r\n<br \/>\r\nUse these cutting-edge tools to automate and transform the customer service experience.<br \/>\r\n<br \/>\r\nProvide support 24\/7 across messaging channels and in multiple languages. ChatGPT integration included.                                <\/div>\r\n                                                                                <\/div>\r\n                                                    <div class=\"text-start\">\r\n                                                                    <a href=\"https:\/\/sinch.com\/products\/chatlayer\/\" class=\"btn-arrow fs-sm \" title=\"Smart support\" target=\"_blank\">\r\n                                        Get started                                    <\/a>\r\n                                                            <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-4\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/headset.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                Contact center                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    Provide seamless customer support across communication channels.<br \/>\r\n<br \/>\r\nEasily integrate Sinch\u2019s contact center with major CRMs and reduce operational costs.<br \/>\r\n<br \/>\r\nScale customer service with a cloud-based solution that gives your agents everything they need to keep customers happy.                                <\/div>\r\n                                                                                <\/div>\r\n                                                    <div class=\"text-start\">\r\n                                                                    <a href=\"https:\/\/sinch.com\/products\/contact-pro\/\" class=\"btn-arrow fs-sm \" title=\"Contact center\" target=\"_blank\">\r\n                                        Get started                                    <\/a>\r\n                                                            <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n            \r\n                <div class=\"col-12 col-md-4 col-lg-4\">\r\n                                        <div class=\"card card-transparent bg-transparent d-flex flex-column  h-100 \">\r\n                                                    <div class=\"card-body d-flex flex-column gap-4 \">\r\n                        <div>\r\n                                                            <div class=\"card-icon mb-4 text-accent\">\r\n                                    <svg aria-hidden=\"true\" width=\"48\" height=\"48\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/microphone-sound.svg\"><\/svg>\r\n                                <\/div>\r\n                            \r\n                                                        <h3 class=\"card-title text-accent mb-0 fw-bold h5 \"\r\n                                                                >\r\n                                Voice services                            <\/h3>\r\n                                                            <div class=\"card-text fs-sm text-body-color mb-0 mt-2\"\r\n                                                                        >\r\n                                    People still pick up their phones to make a call when they need support.<br \/>\r\n<br \/>\r\nVoice solutions from Sinch include Elastic SIP Trunking, toll-free numbers, and a programmable voice API.<br \/>\r\n<br \/>\r\nRely on our tier-1 Super Network with 94% population coverage. Get unsurpassed call quality through a single connection.                                <\/div>\r\n                                                                                <\/div>\r\n                                                    <div class=\"text-start\">\r\n                                                                    <a href=\"https:\/\/sinch.com\/voice\/voice-services\/\" class=\"btn-arrow fs-sm \" title=\"Voice services\" target=\"_blank\">\r\n                                        Get started                                    <\/a>\r\n                                                            <\/div>\r\n                                            <\/div>\r\n                                <\/div>\r\n\r\n            \r\n                        <\/div>\r\n                    <\/div>\r\n\n\r\n                <\/div>\r\n            \r\n        <\/div>\r\n    <\/section>\r\n\r\n","protected":false},"featured_media":159506,"template":"","meta":{"_acf_changed":true},"class_list":["post-159363","scc-chapter","type-scc-chapter","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Create happy customers with support communications - Sinch<\/title>\n<meta name=\"description\" content=\"Every business wants satisfied customers. 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