Why Read This
Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up. This mandate encompasses sales, service, and health improvement scenarios. Proactive chat can be an effective tool for some user and business goals but shouldn't be applied to those parts of the health plan business that are especially complex.
Tags: B2C eCommerce, Brand & Product Web Sites, Consumer Healthcare, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, eCommerce, eCommerce Platforms & Technologies, Health Plans, Healthcare & Life Sciences, Marketing & Strategy, Online Chat, Online Shopping, Packaged Applications, Retail