Health Insurance
Industry challenges
- Healthcare market is transitioning from an employer-centric “wholesale” model to a more consumer-centric “retail” model
- Empowered Consumers – increasing purchase power by the consumer
- Increasing competition from non-traditional players
- Membership churn
- Price transparency
eGain solutions
Retail customer acquisition
- Engage and target the right profile of retail customers through business rules
- Enrollment and onboarding assistance
Multichannel service
- Online service capabilities: chat, email, click to call, self-service
- Differentiated service offering for plan participants of your largest clients
Enterprise knowledge
- Authorized, comprehensive, consistent
- Complex regulatory and procedure information
- Auditable and compliant interactions
Secure communications
- Both customer service and lifecycle interactions (EOB, claims status, deductible information)
