Mehrshad Teimouri, CEO and co-founder of Boghrat, believes that support in the field of health is slightly different and more difficult than other support teams active in online fields. He also considers internet problems as the main challenge for support teams of digital health platforms
According to the Iran digital economy annotation, Mehrshad Teimouri says in this regard, according to Boghrat Public Relations, “We use services related to social security and health insurance, and if these services face a problem separately, it is natural that the doctor cannot determine what the problem is.” It is one-sided and the sharp tip of the doctor’s arrow is pointed towards Boghrat;
And the answer “the problem is from the side of the insurance organization” is also not convincing for doctors in this case. This was also the case in the summer due to power outages and problems with the servers of the service providers. And the front that had the biggest challenge in this regard was naturally the support team.”
The CEO of Boghrat continues by emphasizing that in the field of health, due to the direct connection with the health of people, issues are of higher importance and sensitivity: “This issue causes the depreciation of the support team in the field of health; It is far more and higher than other online areas.
He continues: “The first barrier that the user or doctor faces and all the things related to payment, problems related to contact, follow-up communication between the doctor and the user, problems related to how to work with the application or the site, and problems that the doctor or The user encounters them while working. Also, various sections related to insurance, site rules, all matters related to objections, suggestions, criticisms and even communication with different parts of the team are followed up by the support team.
Pointing out that the Boghrat support center, which operates 24 hours a day, 7 days a week, since Sundays with 19.1% of received calls, Teimouri called it the busiest day of the Boghrat support team and continued: “The quietest support day related to Fridays with a numerical total of 3.3%. The busiest time of the support center is at 18:00 on Saturday. This is despite the fact that, on average, between 12:00 and 13:00 with 8.9% of all the days of the week, they are the most trafficked support hours.
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