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Medtronic online services - how to reduce telephone waiting times - Coggle…
Medtronic online services - how to reduce telephone waiting times
Optimise existing programme sign up and usage
WeCare
encourage online usage
direct mail reminders
send physical reminders
email reminders
encourage sign ups
StartRight
encourage sign up through email
encourage usage
email reminders - highlighting key content
Long term
expert forum, where other users answer FAQs - eg
https://community.tp-link.com/en
online chat function
Easier to digest help content - eg video (some already in existence)
highlight other help assets (QR code) on packaging
Understand the problem better
Which FAQ pages are most visited? Use Adobe Analytics to understand journeys and destinations
Use SEM Rush (or similar) to understand search behaviours
telephone research - how did you find this number? Have you tried other resources already?
What are specific sensor problems that people are calling about? How do they refer to them? Education (interstitial vs blood) and breaking/ not working
Assumption: this is a search/ reach problem
Help people to find the answer online more quickly
Update diabetes helpline number webpage - point to online answers
Youtube optimised content
Maintenance - updating FAQs/ optimising with latest questions and issues
Optimise current content to align to search terms
Google Search Text Ads - use GA to highlight key answers. Buy keywords and push to key answer pages
Q. can patients sign up to both at the same time? Or is there a transition plan from one to the other?
QUICK WIN. Insert into packaging highlighting online resources/ QR code
QUICK WIN. Diabetes nurse education