Save or Share this Report

For Customer Experience Professionals

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

November 10, 2010

Primary author headshot


  • 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.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Tools And Templates

Vendor Selection Aids

vendor selection icon
  • Features To Consider In Chat Vendor Selection