Shopping online has become the new normal. Brick and mortar stores are declining and malls across the country are closing up shop. It has become quite convenient, as everything you might need is available online, and with the quick shipping options, it makes it all that much easier. However, there has been one industry that has had its own unique challenges, and that is the medical supply and equipment industry. You see, typically when someone goes online to shop, they sort of know what they need or want. However, when it comes to medical supplies, that is not always the case.
Depending on the situation, lots of times someone’s elderly parent can all of a sudden need a lightweight wheelchair or even adult diapers and they simply do not know the first thing about it. There are so many different sizes, made by so many different manufacturers, that shopping for such products can become extremely difficult and overwhelming.
Also, lots of times, people don’t have the flexibility of time to spend searching for the perfect product, as it can be needed immediately. This is where online medical supplies stores come in. Online medical supply companies have to have the ability to service these types of consumers, and have experienced, professional and knowledgeable customer service staff available to provide efficient remote assistance.
A tremendous benefit for the healthcare industry has been the proliferation of products that have popped up online in recent years. In many instances, when an elderly person is hospitalized or put into a nursing facility, when they are discharged, they typically want to use the same items they were given at the facility. So, before ecommerce, if the local medical supply store carried that particular brand, then they bought it, but if not, they had to start from scratch again. Now, they can just go online and very easily buy the items that they are looking for. Lots of times when dealing with seniors, when they get comfortable with something, it is very hard to change it. So the ability for them to just go online and buy what they are used to has been a great benefit for the entire healthcare industry.
However, in order to be successful online in this industry, besides for the typical customer service that is needed, like answering customer emails, taking care of returns and anything else that is relevant to his job, holding the customers hand and helping them find what they need is the most important thing. Customers calling for help need the guidance of a caring professional who can give them real advice. They all too often are calling because they don’t know where else to turn and have been thrown unexpectedly into this situation. So having a customer service team who really understands and knows the different products with all the features is the difference between getting new customers and not. They also have to have the ability to make judgement calls based on different circumstances. So depending on each customers own unique situation, different items might be needed.
So, in answer to the question: Should seniors buy medical supplies online? The answer is a resounding yes, but with one caveat: Only shop at trusted, reputable online stores so that you’ll get the information you need and the best product for your circumstances.
