CX Trends Watch
Fast-emerging trends + best practices for pharmacies administering the COVID-19 vaccine
Pharmacies are the face of neighborhood healthcare
Community pharmacies stand at the forefront of the nearly 330 million people seeking COVID vaccinations and related services. The logistical challenges of educating, scheduling, vaccinating, and following-up with healthcare consumers are immense. To accommodate this massive undertaking, retail pharmacies must prioritize customer experience.
Deliver vaccines effectively, and with empathy
Community pharmacies play a crucial role in the vaccination experience
Community pharmacies are under immense pressure to ensure consumers receive vaccinations quickly and safely. Making the process of appointment-setting, vaccinating on-site, and following-up to track reactions and schedule second doses as seamless as possible will make all the difference in the last mile to vaccinate America — and foster long-term customer relationships after the fact.
Our outcome-focused vaccine management solutions deliver real results
29%
fewer help line calls
96%
quality performance
<72
hours to set up a virtual contact center
60%
increase in multichannel engagement
In addition to solving for challenges, CX experts recommend the following:
Lead with compassion and empathy to ease public concerns around the vaccine
Reach consumers via text messaging, live chat, and social media, in addition to phone calls
Set up an agile vaccine management program to change as vaccination protocols change
Build upon those initial consumer connections to foster long-terrm loyalty
Unleash the Power of Messaging
Leveraging the power of LivePerson’s AI-powered Conversational Cloud, we make it easy for consumers to ask questions, get the help they need, and connect with your brand via the same messaging channels they prefer and already use every day with their friends, colleagues, and family.
- Provide proactive vaccine education and awareness
- Optimize registration, scheduling, vaccination, and reporting
- Vaccinate Americans faster, safer, and more efficiently
Explore our resources for even more ways to master the ideal vaccination experience
Infographic
5 CX Best Practices for COVID-19 Vaccine Rollout Success
See the top 5 CX best practices organizations must adopt to efficiently manage vaccine development and distribution.
Download Infographic
Video
Conquer Virtual Retail Woes with Messaging
At TTEC, we understand the complexities of the COVID-19 vaccine rollout effort and have designed an end-to-end experience to inform, schedule, and distribute vaccinations — efficiently and safely.
Watch the Video
Checklist
Close the Vaccination Gap
The COVID-19 vaccination campaign is off to a frustratingly slow start—but it doesn’t have to be.
Download the Checklist
Strategy Guide
CX Best Practices for the COVID-19 Vaccine Rollout
In the rush to get the Coronavirus vaccine out, don’t forget the customer experience.
Read moreFree Trends Report
