(Graphic: Business Wire)
Healthcare chatbot apps represent potentially billions in savings for healthcare providers but trust and usability remain a factor
The healthcare industry is in the midst of a technological transformation. The adoption of chatbot apps are changing the way consumers seek medical treatment and the way in which the healthcare industry is connecting with consumers. However, despite their potential, healthcare chatbot apps face several challenges before widespread adoption is achieved.
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(Graphic: Business Wire)
To gain a better understanding of the current levels of satisfaction and usability with some of the leading healthcare chatbot apps, UserTesting, the leading on-demand human insight platform, today announced the findings of the Healthcare Chatbot Customer Experience (CX) Index Report. The report ran a competitive benchmarking study of five of the top healthcare chatbot apps: Ada, HealthTap, Mediktor, Your.MD and Symptomate.
The report consisted of 500 consumers that evaluated the chatbot apps based on the following criteria: Ease of Use, Speed, Credibility, Aesthetics, and Delight. UserTesting identified these criteria as key customer attributes based on more than 10 years of experience helping companies leverage human insight to improve customer experiences.
Key findings from this report:
“Consumers have high expectations when it comes to their digital experiences. From ordering a car ride to managing finances to getting medical advice, consumers expect a fast, easy and high-quality customer experience,” said Janelle Estes, Chief Insights Officer at UserTesting. “Our study shows the importance of leveraging human insight to understand consumer sentiment and preference in order to create a superior customer experience – it can ultimately determine success or failure for next-gen apps like chatbots and conversational AI.”
To access the Healthcare Chatbot Customer Experience (CX) Index Report, click here. To review UserTesting’s past industry CX reports, visit here.
Research Methodology
Five hundred consumers evaluated the apps based on five factors—Ease of Use, Speed, Credibility, Aesthetics, and Delight—which UserTesting has identified as the key customer experience attributes over more than 10 years of helping companies leverage human insight to improve their customer experiences. Participants were given a list of symptoms for the common cold, and for food poisoning, and were asked to use the apps to get a diagnosis. Participants then answered a series of questions about their experience, which resulted in both quantitative data (a UserTesting “UQ” score on a scale of 0 “negative” to 100 “positive”) and qualitative insights.
About UserTesting
UserTesting enables every organization to deliver the best customer experience powered by human insight. With UserTesting’s on-demand Human Insight Platform, companies across industries make accurate customer-first decisions at every level, at the speed business demands. With UserTesting, product teams, marketers, digital and customer experience executives confidently and quickly create the right experiences for all target audiences, increasing brand loyalty and revenue. UserTesting has over 1,200 subscription customers, including 48 of the top 100 brands in the world, and has delivered human insights to over 35,000 companies to-date.
Backed by Accel and OpenView, UserTesting is headquartered in San Francisco, CA. To learn more, visit www.usertesting.com.
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UserTesting, Inc.
Chris Halcon
415-699-0553
chalcon@usertesting.com