Trends Report

Case Study: Regence Uses Chat To Boost Customer Satisfaction

What Customer Experience Professionals At Other Firms Can Learn

February 15th, 2011
Elizabeth Boehm, null
Elizabeth Boehm
With contributors:
Moira Dorsey , Belle Bocal

Summary

Health insurers need to improve customer experience to gain customers' trust and boost engagement. While most insurers focus on self-service in isolation, Regence BlueCross BlueShield decided to augment its site's self-service capabilities with live chat. The initiative has met with great success, driving customer satisfaction even higher than phone service. Customer experience professionals across industries can learn from Regence's success by integrating chat with core customer service systems, training reps to meet the unique needs of chat customers, and using chat data to augment self-service solutions.

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