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For Customer Experience Professionals

Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

November 10, 2010

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Authors

  • By Elizabeth Boehm

Why Read This Report

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.

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Vendor Selection Aids

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  • Features To Consider In Chat Vendor Selection

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