5 Tips for Improving Customer Experience in Pharmaceutical Industry


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The pharmaceutical industry is one of the fastest growing industries in the world. The responsibilities that come with being one of the most relevant industries, the pharma sector has to ensure top-notch functionality across every domain. The most important domain for the pharmaceutical industry is providing unparalleled customer experience. CX in pharma is very prevalent to ensure successful launches and optimum distribution.

In an increasingly crowded market of medicinal products, the pharmaceutical ventures are always yearning to find new ways to improve their customer experience. Hence, many ventures have properly started using healthcare feedback software to ensure that they don’t miss out on a single thing from their customer segment.

Let’s Take A Look At 5 Tips That Can Help the Pharmaceutical Industry in Improving Its Customer Experience Significantly.

1. Leveraging the Power of AI: The implementation of AI across various segments has bought along with it various benefits for the pharma industry. AI has helped systems in processing information faster, elevating the standards of analytics, and offering a holistic experience to the customers, all at once!

For instance, Chatbots are one of the many technologies that are powered by AI to elevate the customer experience and ensure that the customers are provided with the most relevant information regarding their queries.

CX software for the pharmaceutical industry utilizes AI to its full potential, by offering comprehensive analytics, reports, and automation to businesses, providing them with a holistic view of their customers’ feedback. Whether it is accessibility to medicine or poor delivery, customer feedback provides pharmaceutical businesses with the problem statements to concentrate on for improving their operations and eradicating the issues customers are facing.

This helps the pharma businesses in correctly identifying their customers’ plights rather than assuming, and creating newer strategies to ensure that their CX is improved based on customer feedback.

2. Personalization: One of the most important factors for improving the customer experience for any industry is to ensure that the customer feels that their journey was personalized. The same stands for the pharmaceutical industry as well. Customers engaging with any pharmaceutical venture are expecting to be served with options, and expect their requirements to be met without any hassles.

For instance, if a customer walks into a pharmacy shop for getting digestives, they’d want the pharmacy to provide them with multiple options. The customer would also prefer if they don’t have to walk the extra mile of going to another pharmacy shop if they have any preferences with a particular brand of digestives.

This is just an example of how a pharmaceutical business can offer personalized CX. This can be taken a step further through a healthcare feedback app, through which businesses can evaluate their customers’ feedback and ensure that the next time the customers return, it is visible that their feedback has been taken into account and implemented.

3. Conducting Customer Feedback Surveys: Setting the stage for customer feedback is the first step for enhancing your customer experience. Customer feedback plays a crucial role in the pharmaceutical industry for identifying gaps and plights the customers might be facing. Using a healthcare feedback software, pharma businesses can design targeted customer feedback surveys for their customers.

A feedback survey plays many important roles, one of which is getting valuable insights into the customer journeys. Through customer feedback surveys, businesses can identify how happy a customer was after conducting their business with them, and also what could be done to improve their customer experience the next time they visit. Survey questions can be drafted based on the key requirements of the customers and their expectation to evaluate how well they are met, which ultimately helps businesses in improving their overall customer experience.

4. Customer Journey Mapping: The concept of Customer Journey Mapping is very intriguing, and as relevant for the pharmaceutical industry. This process helps businesses in visually illustrating the needs of the customers, their journeys, their perceptions, and their satisfaction levels based on their interactions with your brand. This helps you in accurately calculating your customer satisfaction, and evaluating what level of CX you are offering to your customers. This makes it convenient for businesses to identify the opportunities where they can improve their customer experience, and create targeted strategies to ensure the same.

5. Empowering the Customers’ Feedback: Reviews, forum blogposting, ratings, etc., are all the different types of mediums through which a customer can provide feedback. Hence, using a healthcare feedback software, you can redirect a customer’s perception of your brand to your personal database by offering them various options to provide feedback. Happy customers tend to just provide ratings. Unhappy customers mostly like to suggest ways you can improve your servicing, which can be asked via elaborate feedback forms, which provides a more personal identity to your customers’ feedback. This also gives them the impression that their feedback will be taken seriously, ultimately urging them to give your business another shot and improving their customer experience.


Now that you have some effective tips on how to improve CX in the pharmaceutical industry, you can leverage the power of a healthcare feedback software like piHappiness to reap their benefits.

Vinod Janapala
Vinod Janapala - Product (SaaS) Marketing & Customer Analytics Lead. Vinod is keen on such topics as Marketing, Customer Experience, SaaS Challenges, and Personal Growth.


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