- Posted by Chandra Turner
- On April 15, 2013
- Customer Service, User Experience, Virtual Health Assistants
The Affordable Care Act: if you’re a healthcare payer reading this post, then those three words are likely conjuring a mix of thoughts, both good and bad.
The good news is that a crowd of over 22-million potential customers will be storming the market, looking for a healthcare insurance provider to call their own. And more business is certainly a good thing.
The bad news? You’re entering into a market that’s shifting from a transactional B2B model to one that’s much more consumer oriented, and adapting to this change will take considerable effort. To stand apart from the competition, you’ll have to market your plans’ merits to new customers, and to avoid churn, you’ll need to provide a superior level of customer service.
So how do you walk millions of people through the complex maze of rates and benefits when many new customers are starting at ground zero? Websites? They leave people with questions. Live customer service? It’s expensive to scale.
The solution? Online automated self-service. Conversational technology lets you extend personalized service to shoppers and members alike by allowing them to ask questions in their own language and receive an immediate, relevant answer. And the benefits even go beyond plan explanation, opening up the possibility of engaging members in their wellness and saving your company money.
Ready to learn more? Download the Next IT whitepaper, “Virtual Health Assistants for Payers.”