$2.6 M

saved by a US health insurer when it used live chat on its website to interact with customers

23%

of consumers say they are likely to buy health insurance from a non-traditional source, such as a retail store

23%

is the share of health insurance in global insurance premiums

Long-term patient care with eGain for healthcare

 

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)