Insights

Overcoming COVID-19 vaccine challenges through Customer Experience

As humanity celebrates the rollout of the novel vaccines, it aspires towards adopting the new normal. Indeed, according to the prominent American physician & immunologist Dr. Anthony Fauci, for vaccination to achieve herd immunity more than 85% of the population needs to be vaccinated

Nonetheless, the vaccination program with the respective Pficer/BioNtech and Moderna vaccines faces a number of challenges that is related to the informative aspect of its development and distribution of the public opinion. Questions such as; availability, precautions, priority groups and other relevant general information can be efficiently resolved via an automated customer experience management looked upon the citizen health concerns.

Practically, customer experience can overcome the above-mentioned challenges via:

a) Efficient Enquiry Handling: Through an omni-channel digital integrated approach via: chat, call management, messaging, and livestream, CX can assist in overcoming the hurdles of surging incoming interaction volumes.

 b) Enhance Public trust: Importantly, properly trained customer service advisors can provide real-time knowledgeable insights and clear instructions for the skeptical citizens concerned with immunization and safety.

c) Forecast & Data Management: Notably, appointment scheduling by reaching myriad of diverse demographic groups of population via both inbound & outbound calls will encourage higher engagement and provide a smooth scheduling management.

Accordingly, overcoming outlandish claims and misinformation concerning
vaccine rollout should be a top nationwide propriety and with the support of CX
channels could ensure a factual based approach towards continuous public education.