Transforming The Way A Healthcare Provider Serves Patients
Problem Statement:
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 Approach:
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.
Results:
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.
this could be your win
Your challenges are unique, but the path to impact starts the same way — with understanding, alignment, and action that move together.
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