Inform and Service
Acquire and Retain |
Involve and Empower
Health plans should work towards digitizing their customer care services – by transferring call center workload to digital channels to be able to reap operational as well as strategic advantages. The strategy adopted by a health plan should work in tune with call center functions and responsibilities to achieve a uniform consumer experience.
Today, multi-channel usage is the way of life, but the trend seems to have bypassed customer service at most organizations including the healthcare industry. Customer service channels, contact centers included need to act as a source of stellar customer experience across channels and seen as a revenue generator.
Healthcare organizations are awakening to the requirements of the connected consumer and want to interact with consumers on their preferred channels. Social listening is an added advantage for agents to get concise personalized information. In all this, the agent experience is no longer an afterthought.