Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work
November 10, 2010
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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