In our always-on, always-connected world, healthcare consumers expect instant access to customer service, not just from 9 AM to 5 PM. Itís often no longer good enough for health plans to staff call centers during standard business hours. Members today typically want to be able to log in and help themselves to the answers they need from self-service channels whenever they want ó and they want the experience to be highly personal.
One contact center benchmark study (see next page) revealed self-service channels can be a win-win for both businesses and consumers.1 When done well, self-service solutions can help businesses improve customer satisfaction while reducing costs. And consumers appreciate the convenience of getting answers quickly and efficiently.