Chat plays an important role for health plans seeking to gain competitive advantage in the market for individual members, as employers continue to drop group health coverage
Orlando, FL (Vocus) October 16, 2008
ConnextionsHealth today announced the publication of "The ROI (and How) of Click-to-Chat," a white paper that illustrates the benefits of Click-to-Chat technology for health insurance providers.
Click-to-Chat technology enables consumers to communicate online with health plan customer service reps through real-time text messaging, rather than over the phone. Chat technology allows service reps to respond to more than one customer simultaneously, thereby reducing operating costs, and often improving the customer experience.
As health insurance plans respond to the needs of a consumer-driven market, industry analysts expect online technologies, such as Click-to-Chat, to become a cost-effective healthcare industry tool for building member satisfaction and brand loyalty.
Further, as consumers of all demographics become more Internet savvy, their expectation of immediate issue resolution at each customer service touch point increases. In response, health plans can benefit from investing in multi-channel, integrated technologies - that can include self-service, voice, email, and Chat.
"Chat plays an important role for health plans seeking to gain competitive advantage in the market for individual members, as employers continue to drop group health coverage," says Rob Panepinto, a Managing Director at Connextions. "Consumer-centric companies outside of healthcare have been using chat technology for years. Health plans can gain competitive advantage by following their example," he said.
The ConnextionsHealth white paper covers a broad range of practical information on how health plans can use Chat technology to:
- Reduce and deflect more costly phone calls and email communication
- Increase online customer self-service
- Limit call abandonment
- Improve customer satisfaction and brand loyalty
- Decrease operating costs
- Strengthen competitive advantage.
For more information on how to receive your complimentary copy of "The ROI (and How)
of Click-to-Chat," please call 407-563-4440, or write to thoughtleadership @ connextions.com.
About Connextions Inc.:
Founded in 1992, Connextions' 2,500 professionals provide technology-based business process solutions for a long list of America's best-known corporate and healthcare organizations, including Kaiser-Permanente, Caremark, FedEx and Sprint. For information, see http://www.connextions.com.
About New Mountain Capital:
Connextions Inc. is a member of the New Mountain Capital portfolio of companies. New Mountain Capital, LLC is a New York-based private equity firm investing for long-term capital appreciation through direct investment in growth equity transactions, leveraged acquisitions and management buyouts. See http://www.newmountaincapital.com.
For additional information:
Gordon G. Andrew
Senior Vice President
Cell: (609) 987-0200
gandrew @ connextions.com