Healthcare Providers

Spectrum Health trusts eGain customer experience solutions

CVS Health trusts eGain customer experience solutions

Florida Blue trusts eGain customer experience solutions

eGain achieves HITRUST CSF® Certification to manage risk,
improve security posture, and meet compliance requirements

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

7 Customer Service Mistakes Health Care Companies Should Avoid in the Post-Pandemic Era

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)
Global spending on health is expected to increase to
$18.28 trillion worldwide by 2040

World Bank Group and IHME at the University of Washington