75% of healthcare providers agree that patient experience is vital for future success. However, 81% of people are not at all satisfied with their health care experience. That means there is a huge gap between what patients feel and care providers understand. 

Naturally, any provider will want to close the gap to improve their service. But where do you begin?

Well, instead of speculating, why not ask your patients? They are the ones experiencing the service and are best to uncover what you lack. On that note, patient satisfaction survey questions can be the ideal tool to find your areas of improvement. 

Know your customers and how they feel with these questions

You need to ask the right questions to effectively track your drawbacks. So here are the top patient satisfaction survey questions to include in your feedback form. We will present the patient survey questions and explain why these examples are important.

1. How did you find the experience of booking appointments?

a)      Very easy

b)     Easy

c)      Somewhat easy

d)     Difficult

e)     Somewhat difficult

f)       Very difficult

Ask your patients how easy they found to book an appointment at your clinic or hospital. The easier your booking process, the higher is the patient satisfaction.

People who say they found booking difficult are best to find your drawbacks. You can include a follow-up question and ask them what they specifically didn’t like. 

Tip to make booking appointments faster:

You can provide online bookings to help patients book appointments easily. Insert lead capture forms on your website and connect it with your healthcare CRM.

Place toll-free contact numbers on your website. Connect it with a call distribution mechanism in your CRM. It can redirect the call to the available free agent to avoid any missed calls.

call distribution crm for clinics

Set up automation to notify representatives and care managers about website form submission or missed calls.

2. Were our staff empathetic to your needs?

a)      Vey empathetic

b)     Empathetic

c)      Somewhat empathetic

d)     Not empathetic

empathize for better patient satisfaction

66% of patients feel providers don’t take the time to understand patient needs or explain options.

(Source: https://www.prophet.com/patientexperience/the-current-state-of-the-patient-experience.html)

This leaves patients disgruntled as they don’t receive the best care. Also, they might leave you for your competitor. So, always remember to include this question in your healthcare survey.

Tip: Train your staff to be caring and dedicated to patients.

3. How long did you have to wait until the doctor attends to you?

a)      As I expected

b)     Had to wait more than I expected

Cutting waiting times is one of the main goals of any healthcare organization. You want to serve patients as quickly as possible to provide satisfaction and timely care.

improve satisfaction with healthcare providers

Your wait time should be on par with your industry average. Including this in your patient experience survey question will help you immensely.

Tip to reduce appointment waiting time:

Automate the healthcare process using workflow automation to reduce waiting times.

You can use HIPAA compliant appointment scheduling system to minimize no-shows and improve patient flow.

Manage recurring patients and set up timely reminders for patients to ensure availability.

4. Were you satisfied with the doctor you were allocated with?

a)      Somewhat satisfied

b)     Satisfied

c)      Somewhat satisfied

d)     Dissatisfied

e)     Very dissatisfied

Healthcare organizations recommend the best doctor based on the data collected or patient requirements. However, the recommendations may not always be effective. It’s important to ask this question so that you can improve your doctor’s recommendation process.

Tip to automate and map doctor-patients:

Healthcare CRM Software - doctor assignment

Map patients to doctors of your or their choice using distribution mechanisms in CRM. Using the patient inquiry form automate on the mapping on the basis of region, time, specialty, medical history.

5. How easy is it to navigate our facility?

a)      Very easy

b)     Easy

c)      Somewhat easy

d)     Difficult

e)     Somewhat difficult

f)       Very difficult

A lot of time is wasted in finding the right doctor’s room or the X-ray room in a facility. The staff is also not always around to help out. Improving facility navigability improves patient satisfaction, reduces response times, and speeds up care delivery.

improve hospital navigation

Tip: Use signs and maps to help patients find their way.

6. How happy are you with the doctor’s treatment?

a)      Happy

b)     Somewhat happy

c)      Okay

d)     Dissatisfied

Sometimes, patients are not treated well by doctors. Maybe they are too busy, or they just view patients as a business. If certain doctors are bringing a bad name to your establishment, it’s time for a change.

7. Were we able to answer all your questions?

a)      Somewhat yes

b)     Yes 

c)      Some questions left unanswered

d)     No

It’s vital to resolve all your patient queries to provide good service. A patient will obviously not be at ease when he has questions about his health. 


Your website is the best place to answer all common questions of patients. Additionally, make sure your staff picks up the phone and replies to emails.

Use the healthcare marketing system to build landing pages, automate emails to build lasting relationships.

8. How likely are you to recommend us to your friends and family?

It’s something you need to ask all your patients. For one, it gives you an insight into the overall impression they have of your practice.

a)      Very likely

b)     Likely

c)      Somewhat likely

d)     Not very likely

e)     Never

This question directly helps you discover how your patients feel. If someone is ready to recommend your business, then obviously you are doing a good job.

9. How much do you rate us? (5 being the highest rating)

 This one’s a simple rating, but it tells you where you are in the customer experience journey.

a)      1

b)     2

c)      3

d)     4

e)     5

Rating is another direct way to measuring patient satisfaction. If someone gives a bad rating, you can ask them to mention what they didn’t like.

10. What are the things you feel we should improve upon?

patient satisfaction survey example

This is a perfect health care satisfaction survey question that gives you the opportunity to discover what the patients don’t like. Just provide a blank space after the question so that patients can type in their answers.

Tip: Take cues from patients and improve your shortcoming to enhance the patient experience and patient care. 

Automate Feedback Gathering with Healthcare CRM

HIPAA Compliant Healthcare CRMs like LeadSquared can automate the whole process of collecting patient feedback. You can send feedback forms and surveys via emails, text, or notifications.

The solution also helps track patient satisfaction survey questions. You can manage customer interactions, and perform better healthcare marketing.

You can even automate your operations, patient management, and a plethora of tasks. Get in touch with us to know more about how LeadSquared can help your healthcare business grow.

Also read:

Improving patient experience starts by changing your approach. You need to be dedicated and caring towards your patients and not just behave friendly. Your frontline staff needs to be trained so that they offer customer service at par with B2C companies.

There are other nuances you must be aware of to improve patient experience. Do you know what steps to take?

Today, we will present some actionable strategies to improve patient experience.

First and foremost, get yourself online!

1. Create Online Patient Portal

A professional website with a smooth patient portal is the most basic step you can take to improve patient satisfaction. Over 66% of US healthcare enterprises provide online booking that helps 64% of patients book appointments over the internet. 

It’s beyond doubt patients want to do things themselves. This is true for all businesses, as 67% of consumers will choose self-service over speaking to a representative. 

Your website should help patients-

●       Find information about your services

●       Access list of available doctors

●       Know about requirements for tests

●       Book appointments online

●       Find your clinic or hospital 

You can link your website with your healthcare CRM to automate appointment bookings. Patients can also be mapped automatically to the best doctor based on their requirements.

2. Improve Collaboration and Communication

Poor communication between doctors, staff, and departments waste a lot of time. Patients have to wait unnecessarily in the waiting room while the treatment gets delayed. According to a 2014 report, poor communication wastes-

●       33 minutes during patient admission

●       40 minutes during emergency response team coordination

●       35 minutes during patient transfers

Most healthcare organizations adopting technology has overcome this problem to a great extent. Solutions like HIPAA compliant medical CRMs allow collaboration between teams and departments. Everyone can stay on the same page, thanks to 360-degree patient profiles with real-time information.

You can also use secure messaging, instant notifications, and push notifications on mobiles to facilitate communication and improve patient outcomes. 

strategies to improve patient experience

Fast and seamless communication with patients in healthcare reduces wait times and financial losses. Most importantly, they help patients get treated quickly, enhancing their patient experience. 

3. Make Your Facility Navigable

Navigating a healthcare facility is not always easy. In fact, the difficulty patients face in finding their way has been a topic of great debate in healthcare. Numerous studies have shown how difficult patients find to determine the right door or staff to approach. The larger the facility, the higher may be the navigation challenges.

Using signs and maps is an easy way to make your facility patient-friendly. You can put signs with names of doctors on the doors, on X-ray rooms, sample collection rooms, and so on. Although it sounds simple, it is one of the best ways to improve patient experience in hospitals.

improving patient experience in hospitals

If possible, you can also consider investing in reconstruction to make your facility more navigable. Architects can actually design facilities that provide cognitive clues to patients and help them navigate. 

Improving navigation helps you to-

●       Improve care delivery

●       Increase operational efficiency

●       Enhance safety

●       Improve response times

In the end, everything adds up to build a better patient experience. 

4. Keep Patients in the Loop

Patients want to be treated like any other customer. They want health care providers to care for them, offer a good service, quality care, and keep them informed and updated. In a healthcare organization, this becomes crucial to ensure not only good service but also proper medical care.

Consider the last-minute appointment changes. You need to notify the patient and reschedule immediately to prevent losing your business. Or, maybe a slot is free, and you can fit in another patient waiting to get an appointment. 

You should always keep your patients informed and in the loop. Using a health CRM system allows you to automate the whole process while increasing operational efficiency. For instance, patients receive instant notifications when a doctor adjusts his calendars.

You can even automate appointment scheduling, consultation reminders, follow-ups, and emails to keep patients engaged and improve patient flow in clinics and hospitals.

5. Help and Educate Patients

Providers who invest in educating the patients reap more benefits and customer satisfaction. If you are able to help patients lead a healthy life, you will certainly get due appreciation. 

For instance, in times of COVID, you can create videos, blogs, and snippets on how to stay safe. You can even create weekly health tips and guides and send them to your patients. 

educate the patients for better patient experience

In your facility, you can put up posters and boards. If you can allocate some budget, invest in digital signage. The displays can show texts, videos, and images that broadcast essential health tips or ways to avoid diseases.

Helping patients stay healthy improves patient experience significantly. They are more likely to become loyal customers and choose your service when they do fall sick. 

You can use your CRM to automate emails and messages, and even schedule them in advance.

6. Collect Patient Feedback

Your patients are the best source to know what’s lacking. Consider conducting patient satisfaction surveys or gathering feedback on your services to identify areas of improvement. You can even automate the process through your healthcare CRM and send feedback forms post-appointments.

patient feedback form for experience improvement strategy

Focus on negative feedback more to improve your service. If you have introduced something new or made changes to your system, ask what the patients think. You can also ask them to provide an online review as it will enhance your online reputation.

Gathering feedback from patient interactions also helps you satisfy disgruntled patients and show you really care. 

7. Adopt Technology

Using HIPAA compliant healthcare CRMs like LeadSquared helps you streamline your operations. You can offer a seamless service to your patients, ensuring proper and timely care. LeadSquared also improves collaboration and helps you save time and money. You can even manage your whole team and take advantage of mobile extensions to track field activities as well.

Try LeadSquared for free, and you may never have to worry about ways to improve patient experience! Along with that, you can also enjoy increased productivity and more profit.

In this webinar, Murali Krishna, Director of Sales Operations, LeadSquared, will discuss ways to makes your admission process online.

Key takeaways:

  • How to make your application process seamless & paperless.
  • How to check & improve the productivity of your admission reps while working from home.
  • An easy way to centralize student communication & engagement via emails, texts, calls.
  • How to automate your enrollment marketing campaigns.

Prevailing admission process challenges

The Covid-19 pandemic compelled educational institutions to automate their admission process and go digital. However, it is not as easy as it sounds. The following are the prevailing admission challenges.

  1. In most schools and colleges, the application process is completely offline. Even if it is online, it is not fully digital. For instance, schools/colleges/universities cannot collect fees online, communicate with students in real-time, and more.
  2. The second challenge is to manage the applications. Usually, admission counselors talk to the applicants for the next steps of the admission process, such as financial aid discussion, personal interview, and more. However, the counselors don’t have the tools to simplify their tasks, such as updating information, follow-up reminders, and more.
  3. Another big challenge is effective communication with students. In general, colleges don’t maintain a record of incoming/outgoing emails or any other communication. So, there is no track of the content/messaging, time, channel, etc.  

These gaps in the admission process result in a poor student experience. If you see, these factors also become a reason for low inquiry-to-admission rates.

How can online application systems help?

Fortunately, you can streamline your online application process with the help of LeadSquared Admission CRM software. It can track and manage student inquiries from the time of first interaction to final enrollment and beyond. Thus, it can help your counselors to engage with prospective students better. The following are the key benefits.

  • Self-serve online applicant portals for students
  • Marketing automation to engage with students over several channels, such as email, SMS, WhatsApp, and phone calls.
  • Track interactions, analyze sources of inquiries and optimize your admission campaigns
  • Track the performance of student counselors
  • Reduce errors, which were common in the manual paper-based application process
  • Help students in real-time while filling the online application
higher education admission growth ebook

A step-by-step guide to shifting your admission process online

The student journey begins even before the student applies for admission to your institution. It is the lead capture phase. Providing a better student experience from the very beginning will result in higher admission rates.

Let us look at the stages of online admission and how to deliver a better digital experience for more enrollment.

1. Pre-application process (marketing and capturing student inquiries)

When a student plans for higher education, he will refer to many websites and online resources for the best institution. These websites also serve as a channel between students and institutions. Also, you must be investing in marketing campaigns, advertisements, and social media channels to interact with prospective students, and you must be getting inquiries from all these channels.

Now that there are several such websites/portals, you need a system to capture inquiries from all these sources.

LeadSquared can help you with that. The Admission CRM captures leads from several sources and passes them to the counselor. You can also create automated workflows for:

  • Lead scoring: assign scores to student inquiries based on lead source, eligibility, and intent to take admission
  • Lead prioritization: based on lead score, prioritize communications with the prospective students
  • Engaging with student leads: engage with student leads via email, SMS, webchat, follow-up phone calls, etc.
  • Lead distribution: assign leads to counselors across multiple campuses, specializations, etc.
Simplifying Applicant Admissions and Distribution with Automation

2. The online student application process

At this stage, the student is ready to fill in the application form. But, there are several stages in the application process, such as filling the application form, submitting documents, paying fees/applying for financial aid, and appearing for personal interviews.

The application process may vary from college to college, and that is why while shifting your admission process online, you will have to ensure that the system is customizable to your needs.  

LeadSquared’s paperless applicant portal lets you build a robust automated enrollment process, where you can easily configure applicant details, documents, payments, e-signature, and more.

Benefits of online/paperless application portal

  1. Form autofill: Autofill fields such as city, state based on the zip code to save time and reduce errors.
  2. Resume application: When a student drops-off without completing the application, the portal allows them to resume the application from the point they left, instead of filling the application form all over again.
  3. Nudge students to complete their application: You can also send automated reminders to students who did not finish their application.  
  4. It lets students submit documents digitally.
  5. Check the application status: Students do not have to visit the campus often to check their application status. Also, you can send notifications/emails to the shortlisted students.
  6. Pay fees online: The applicant portal supports several payment methods and also provides the facility to pay the fees in installments.

3. Nurturing and student engagement

To secure their education, students apply at several institutions simultaneously. That is why, to attract the best talents, you must engage with the leads and nurture them accordingly. The marketing automation suite can help you engage with prospective students through the channel of their choice.

LeadSquared marketing automation suite can help you monitor campaigns, track the channel performance, build action-ready reports, and more. For instance, you can see how many people open your emails, how many clicks on links, the time of their activity, unsubscribes, etc. All these can help you improve your campaigns and drive better results.

[Also read: Student engagement strategies.]

Another great way to engage with students is to progress them into the application flow. Let’s say you have got a student inquiry about the courses you offer. So, you can create automation workflows to respond to such inquiries via email or SMS and send them a link to download the brochure. If they download the brochure, you can then send a communication to apply for specific courses on your applicant portal, where they can check eligibility, submit documents, and apply for financial aid.

Also, nurture leads to encourage them to enroll in your courses. For example, if a student has enquired about your institution but never applied – how will you make sure that he finishes the application? The answer is – lead nurturing. You have to send relevant communications and updates so that the students remain interested in your institution and apply soon. You can send them campus tours, open house or cultural fest invites, counseling sessions, and so on. Also, you can schedule nurturing campaigns in the LeadSquared admission platform.

Omni-channel communication - admissions CRM

Online admission process in LeadSquared Higher Education CRM

LeadSquared student admission portal solution lets you manage your complete admission process effortlessly. With the help of this solution, you can:

  1. Create custom landing pages to capture student inquiries. Landing pages act as the entry point for any student who wants to take admission into your school/college/university.
  2. Storing the information that students provide in the CRM software, viz. name, address, phone number, email id, course interested, etc. 
  3. The system considers every inquiry as a lead and records each interaction, such as brochure downloaded, email opened, link clicked, and more, along with the time stamp.
  4. Depending on your strategy, you can configure the system to allow students to apply for a single course or multiple courses. The benefit of the latter is that if there is a payment attached to your application forms, you can generate more revenue from the students by encouraging them to apply for more courses.
  5. Create custom application forms. LeadSquared platform provides an easy, drag-and-drop form builder so that anyone from the admission teams with less or no technical knowledge can create, update, and delete the fields in the application forms. There are several fields available, and you can mark some/all of them as mandatory. A student cannot apply without filling in these details.
  6. Payment gateway integration lets students pay the fees online. You can configure a specific fee structure for courses. 
  7. Limit the number of applications per student per course.

Benefits of using LeadSquared portal for counselors/admission teams

Counselors and admission heads can see the number of students applied, courses applied in, application status, and more details in the dashboard.

If you do it via excel sheets, chances are, you will miss following up on students. With LeadSquared, you don’t have to maintain spreadsheets at all. You can track the status of the application from the portal itself. Moreover, if a student leaves the application form on the payment page, the system will notify the counselor. This way, the counselor can reach out to the student/call him and address his concerns or guide him through the process to avail financial aid. Similarly, you can track every touchpoint and intervene whenever required.

LeadSquared lets you create automated workflows for your existing process. For instance, you can create trigger email campaigns. This way, when a student downloads a brochure (activity trigger), he will receive a personalized email after a particular time to apply online.

“With LeadSquared, the contact rate went up by 13%, and scheduled campus appointments improved by 5%. Admissions specific workflows helped the admissions team prioritize incoming inquiries, engage with more leads, and identify their passions in a more organized fashion.”

– David Vice, CEO, Asher College
how to increase student enrollment in colleges

Counselor management in LeadSquared

Applicant management is just one aspect of the admission process. For building an efficient admission process, you will have to track your counselor’s productivity and activities. LeadSquared helps here. It lets you:

  • Distribute leads to counselors based on location/campus, course interested, availability, and other predefined criteria.
  • It nudges the counselors to call the leads. If the lead is not followed up for a long time, the system can reassign them to a different counselor after a specified period.
  • It tracks calls and all the interactions between counselors and students.
  • Send notifications and reminders for follow-ups.
  • Creates weekly, monthly, and quarterly performance reports for individuals to ensure everyone is on top of their games.
Center Performance - admissions CRM

Analytics dashboard

LeadSquared dashboard shows you the number of admissions, forms filled, inquiries, incomplete applications, brochure downloads, campaign reports, and other useful KPIs in a visual dashboard. The following are some of the most commonly used KPIs:

  • The time to first call the lead
  • Campaign source performances
  • Individual/team performances
  • Number of conversions per counselor
  • Marketing reports to analyze lead sources that are performing best
  • Inquiry to enrollment ratio
  • Student engagement metrics

In conclusion

Both students and educational institutions have realized that the online admission process is convenient and the way forward. Technology like LeadSquared Admission CRM helps colleges, schools, and universities streamline their admission process and builds a seamless digital student journey. The system also makes the admission teams more efficient and productive.

“Since LeadSquared, we have noticed an increase in our conversion rates from around 15-17% to mid-20%. LeadSquared makes it so much easier to follow up with leads and makes sure no one gets lost in the process. We have been able to reduce our lead-to-enrolment time by 60%.”

– Sarah Holmes, Corporate Director of Admissions, Bellus Academy

If you are looking for a solution to shift your admission process online, do check out LeadSquared Admission CRM once.

Key Discussion Points:

  • Creating an effective content strategy to drive more traffic
  • Lead generation via emails, content, social media & SEO
  • Tools, tips, and tricks to manage leads efficiently
  • Creating effective customers journeys – from capture to conversion
  • Using marketing automation to create a personalized customer experience


Suren Pillai

Suren Pillai
Digital Marketing Lead, SOMPO Insurance

Suren has vast experience of 13+ years in the digital marketing field and has worked in various organizations in the finance sector across Singapore. He’s a master of Analytics, Search Engine Optimization (SEO), and Social Media Marketing. Suren has helped multiple businesses to generate 2X leads with his out-of-the-box lead generation campaigns.


There are rarely any simple answers to complicated banking queries. Even though there’s a vast amount of literature on it, there are few avenues where lucid answers are available. LeadSquared started a BFSI webinar series to help people tackle such problems. Our speakers tried their best to be as comprehensible as possible while not sacrificing technical nuances. Nilesh Patel himself was available to give some answers in accessible language. Check this page out to know the answers to frequently asked queries on BFSIs.

These questions were curated from our regularly held webinars which are free to attend and encompass a large variety of topics.

 Q. Given your experience what’s been the key pain-points that banks have?

Ans. This is a bit complicated question to answer, as in my experience different types banks face different kinds of problems. I think one challenge that all service providers including banks face is that of increasing customer acquisition. So, as banks are complicated organizations the key problems they face also vary widely. For instance, a corporate bank and a retail bank would face starkly different problems from each other. Fundamentally, although their problems manifest in different ways I think what’s important is to have a high quality retail liability franchise. It brings their cost of funds down. That’s certainly important for all of them. Making sure they lend to right people is also super critical. These two are, I think, fundamentally important things. One recent thing I’ve noticed in Indian financial industry is how profitable selling to existing customers has become. New customer acquisition costs a lot, so the fact that some NBFCs have managed to sell more than a few products to the existing customers has sparked an interest in the industry. It’s cost efficient and a bit easier to do. Given the unfortunate situation we’re in due to COVID-19, I think at this time, focusing on this area will be beneficial for some of these financial institutions. Of course, given the times, collections are going to take a huge hit. That will be the most important thing for them, if you ask anybody right now. That’s a long answer but I think that’s the situation we’re in.

Q. In this current COVID-19 situation how do you think we can reduce dependency on FOS (Feet On Street) teams?

Ans. So, I think the only alternative we have for communicating with customers right now is by connecting to them remotely via phone. A lot of things that you used to do for them like sending a fixed deposit etc, will have to be done by the customers themselves. I think  that would require some encouragement from your side. To make sure that you retain the customers, your relationship managers might have to learn a few new skills. You know, like interacting via video calling and navigating customers through the use cases of different tools available to them. I know your net question is probably going to be, then what difference would remain between the virtual relationship manager and relationship manager? Well, to that I think the boundaries shouldn’t be that strictly set. Of course the high valued customers would prefer in person service, but I think virtual relationship managers can curb this problem to an extent.

Q. Some customers visit and explore my site for features, case studies etc. and leave without giving any contact information. Is there a mechanism to reach out some of these people?

Ans.  I do not know of the foolproof method of doing this. I think the only way is to retarget them through Google Adwords, Facebook, and Linkedin advertisements, etc. That way they can land on a different page and may give their contact info. I don’t think you’ll be able to contact them without them consenting to receive calls from you.

Q. Does LeadSquared support the integration of FOS application with other utilities such as account opening KYCs etc.?

Ans. Some of these things can be integrated using our platform, I think we have already done this for our customers. So, yes I would say that is possible. Please feel free to reach out to us to know more about the specifics.

Q. Does LeadSquared comply with relevant RBI mandates and regulations as these are essential in banking sector?

Ans. Unequivocally, yes. We already tend to large banks in India and several of our customers are large scale lending institutions and insurance companies. All the guidelines laid down by them and the RBI have already been taken into account. We have qualified for all the relevant security criteria that banking institutions have. So, my answer to that is yes.

Q. How can we digitize some operations that have been traditionally offline, for e.g. document collection etc.? Do you think AI NLP block chain can help?

Ans. Document collection can certainly be digitized. In fact, we already do digital document collection using Aadhar XML, video KYC etc. (Know more about how this is done from this free ebook). There are different degrees to which digitization can be done and should be done. For instance, getting few simple tasks done like checking for validity of Aadhar card or pan card is fairly easy using video e-KYC. Other times, there are documents like a lease agreement of 500 pages, I think that’s better to be given offline. Having said that, I think what we’ve seen is that a large portion of such activities can be automated.

Q. What should be the correct penetration for business generation ensuring customer centricity?

Ans. I think if you ask anyone they’d like to have 100% of it. So, I won’t know the exact right answer to that but if some of managers I have interacted with seem to think 40-50% is sufficient. That would mean you’re doing good.

Q. From a digital insurance perspective, does LeadSquared assist in online lead scoring for prioritizing prospect? If yes what metrics does LeadSquared define for tracking priority?

Ans. The answer to this varies from business to business. There is a scoring model we follow, but it is flexible enough to refine and accommodate demands of different businesses. I believe our experts can give a more detailed answer to these questions. (Here’s how you can reach out to them.) Off the top of my head I think you can contact Murali (murali@leadsquared.com) to guide you through the details of how we approach lead prioritization and scoring. (Access the insurance webinar to learn more about this from here.)

Q. Is it legal to ask people for Aadhar card or PAN card from home?

Ans. The Reserve Bank of India has come up with some guidelines related to this. If you’re interacting with them on video-KYC, I think asking for identification cards fall under the RBI guidelines. I am definitely sure about asking for PAN card during the process. For Aadhar card I am not sure. You need to store it in an encrypted format and then upload it. What we have come up with to solve this problem is, we temporarily store it and use OCR to verify its contents. The data is deleted the moment it is not required. So, for Aadhar card, you need to make sure the data is not stored in an unsafe way.

Q. Is mobile application supported in all devices?

Ans. Yes. Mobile application runs on virtually all devices, except maybe for a few of the lower versions of androids. It works in offline mode also, so you can access your profile, leads, opportunities, and customer reports without an active connection.

insurance crm

Q. Is lead scoring metric customizable for different products in LeadSquared?  

Ans. Yes. LeadSquared is a blank slate when we give it to you. Quality scores are based on different attributes of a lead like name, age, e-mail address etc. Lead scores can be assigned according to the product type as per your convenience.

Q. What is the difference between lead score and lead rank?

Ans. Lead rank pertains to the prioritization of leads. Lead score is the cumulative score assigned on the basis of activities and engagements of the leads. It can be positive or negative based on lead’s actions. For instance, a lead unsubscribing from your e-mails may be assigned a negative score. Prioritization is based on how close the lead is from conversion and how beneficial would it be for the organization to pursue this customer.

Q. Does LeadSquared employ chatbots (Lead capture bots)?

Ans. We integrate with them. LeadSquared as a platform provides APIs. These APIs are used to integrate with chatbots. Chatbots individually collect prospect information and try to convert them to customer their own. Through leadsquared you can integrate with a chatbot and get all the transcripts of the chats.

Q. Is there any way to integrate cloud telephony and getting recorded conversations through LeadSquared?

Ans. Yes, there is definitely a way to do that using LeadSquared. We already do integrate with cloud telephony for multiple customers. Since we are also a cloud platform, this is very convenient for us to do. Ozonetel, Ameyo, Exotell are some the many service providers we integrate with. All the recorded conversations are available within LeadSquared.

Q. Are there any mobile applications or interface where an agent can take call from mobile itself and fill the disposition in app itself?

Ans. There are two ways to go about doing this. One is through the LeadSquared mobile application, it records the duration of the call, the time at which it was made etc. However, the call itself is not recorded since android security patches (and ios) often prevent the app from doing so. To overcome this, the best way we have found is to intergrate with telephony applications. It is pretty easy to do so using LeadSquared and takes only a few minutes to execute.

Are email masking and mobile number masking available in LeadSquared?

Ans. Yes. We do provide our customers with that feature. Additionally, we can customize this feature according to your business needs.

Q. Do we have a feature for incentive calculation for the team?

Ans. Incentive calculation is something we have in our roadmap. Currently, we don’t provide that but it is something we’re eager to try out.

Retail Banking CRM - customer engagement

Q. If any leads enter the CRM, will there be a pop-up notification in the mobile app?

Ans. It was previously a customizable feature. Then we observed situations that made this feature slightly annoying. For instance, there were scenarios where a customer was getting dozens of new leads. For every new lead there was a pop-up notification, that proved to be detrimental to customer experience. So, instead what we suggest to our customers now is to use our Smart views feature. Smart views are customizable windows that organize your leads according to your needs. Using this feature a user can automatically see which new leads are available at the click of a button. Having said that, yes we can definitely provide the pop-up notification feature for every new lead if you want that. We just think that smart views is a much more efficient option.

Q. Can we track the Field team and RMs location?

Ans. Yes, we can do that. The idea is to track the activities of the field and regional managers, so we have provisions in the LeadSquared application to do the same. 

Key Discussion Points:

  • Segment your cases into meaningful buckets and prioritize them
  • Auto identify the cases involving unique debt recovery strategies
  • Multi-channel customer engagement via triggered email, phone calls, etc.
  • Increase the efficiency & productivity of your contact center & field collection agents with automation
  • Unified platform for connecting multiple teams and processes 


Shrey Sheth

Shrey Sheth
Principal Consultant, LeadSquared

Shrey has over 13 years of experience in formulating business transformation strategies, service delivery, and implementing a complete project life-cycle across banking domains. He has lead various process innovations and improvements to help realize business efficiencies and highlight customer value propositions. He has worked proactively in high-pressure environments with strict deadlines and multiple deliverables across cross-functional domains.