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The Patient Protection and Affordable Care Act (PPACA) is transforming the health insurance landscape. Insurers are getting access to broader markets, but they also face the daunting challenge of educating and guiding tens of millions of new prospective customers. Insurance companies not only have to advise consumers on plans, but hand-hold them through complex web form-filling and other online tasks, through their lifecycle. Moreover, insurers need to engage consumers through multiple distribution channels, emerging and existing, such as health insurance exchanges (HIX’s), agents, etc.
In the changed scenario, the healthcare sector needs new consumer engagement models to succeed. This white paper elaborates on those models and implementation strategies through statistics and examples.
Enhance customer experience, acquisition, and retention. Increase self-service adoption. Improve contact center agent productivity. Increase revenue through upsell and cross-sell at the point of service. Ensure compliance and security in customer interactions. Reduce unwarranted field visits, product returns, and associated costs. Build customer loyalty through brand-aligned customer service.
Serve knowledge everywhere! Use the same knowledge base, and a range of access methods (search, browse, guided help, chatbot), for social, mobile, web, and contact center use.
One size doesn't fit all in web self-service! The same approach to self-service will not work for every type of customer, every type of inquiry, or every stage of the customer life cycle. eGain SelfService enables organizations to provide distinctive, productive, and brand-aligned self-service experiences that enable breakthrough improvements in customer self-service effectiveness and adoption, while allowing seamless, context-aware escalations to live customer service or sales agents.
Are you looking for efficient ways of providing better experiences to your website visitors? Studies show that chat and cobrowsing are the most effective channels for engaging, selling to, and serving online customers. Reach out to customers, proactively or reactively, right when they need help and avoid abandoned shopping carts and half-filled forms. Offer distinctive mobile customer service.
The business benefits of Artificial Intelligence in customer engagement are real and game-changing. eGain uses AI technology-enabled reasoning capability to guide customers, contact center advisors, and field experts to the right answers, diagnosis, and process. This capability improves first contact resolution, customer satisfaction, agent confidence and productivity, and reduces truck rolls saving millions for the business.