A major healthcare provider looking to modernize the way it serves emerging digital native patients needed a servicing strategy and design of its new Live Chat capability.
Our team developed a vision for the future of servicing and a roadmap to servicing maturity, set up the operating model, including hiring the LiveChat leader and service team, designed LiveChat capabilities, including workflow and servicing scripts, and provided change management support to drive roll-out and adoption of the program.
Our client experienced a 10% decrease in call volume and 87% channel CSAT. Overall, accomplishment rate has increased and customers cite an easier, more efficient experience, leading to more trust.
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