More Conversations in Less Time
Improving Member Experience with 1:1 Engagement
Leading healthcare delivery organizations are innovating their call center design to deliver a better consumer experience by empowering their support staff with 1:1 manual texting to leverage the reach of the SMS text messaging channel and deliver a personalized experience.
SMS boasts the highest rates of adoption out of any channel and is the most frequently used communication method for most individuals. Since mobile messaging is inherently personal and interactive, empowering agents to utilize these channels for 1:1 conversations is key to driving real relationships and delivering the experience members have grown to expect.
This white paper will discuss the advantages of this approach as well as provide considerations for incorporating 1:1 manual texting into healthcare call center operations.
KEY OUTCOMES IN THIS WHITEPAPER
9.1%
increase in diabetes product upgrades when two-way SMS dialogues were implemented instead of outbound calls
98%
of text messages from call center agents are read while only 46% of outbound phone calls are answered
14pp
lift in medication refills for a non-adherent Medicare population by using mPulse's Engagement Console