NICE inContact

APRIL 10, 2019

As a fast-growing, technology-driven health insurance company with 250,000 members, Oscar Health saw that its manual scheduling and forecasting process was having an unhealthy effect on productivity and customer service. The clunky process also kept agents from being able to plan ahead, which was compromising their personal time.

Abandon Rate 139

Abandon Rate Management Insurance Wait Times 139

Alida

APRIL 5, 2017

These technologies together enable users to plan and execute various aspects of their Disney trip, from tickets and dining reservations to finding out wait times and skipping long ride lines. Combine the ubiquity of mobile devices and the power of gamification , and it’s no wonder consumers have fueled the explosion of mobile apps.

Retail 154

Retail Customer Base Strategy Rewards Programs 154

TechSee

OCTOBER 2, 2019

Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive. New research on consumer behavior related to churn has revealed that 39% of Americans who canceled a contract with a company in the past 24 months cited customer service as the primary reason for calling it day.

Survey 164

Survey Customer Service Social Media Telecommunications 164

Interactions

APRIL 29, 2021

We’ve long been in the business of creating exceptional customer experiences and our innovation within the insurance space is no different. The Insurance Industry is Ready for Disruption. Why does this matter for insurers? This all occurs without subjecting customers to any wait times to speak to live agents.

Insurance 62

Insurance Self Service Touchpoint Policies 62

Comm100

SEPTEMBER 29, 2021

In fact, research has shown that only 21% of consumers said they believed that established global brands would keep their personal information safe. The Health Insurance Portability and Accountability Act (HIPAA) is a U.S. Holding customer data places expectations on organizations, and customer trust is not a given.

Customer Service 244

Customer Service Culture Effort Score Chatbots 244

West Monroe

AUGUST 22, 2022

This kind of reasoning, while certainly not erroneous (there are nearly 900 different insurance companies in the U.S., If a consumer can track every step of their pizza after it’s been ordered or see the wait time for their haircut, why can’t they do the same with their eyeglasses?

Insurance 52

Insurance Healthcare Ecommerce Retail 52

NobelBiz

JULY 23, 2024

Implementing omnichannel call center software can change the way insurance providers interact with clients. In this article, we’ll talk about how How Omnichannel Call Center Software can help Insurance Agencies How Insurance Providers Can Benefit From Call Center Software 1.

Call Center 52

Call Center Insurance Omni-Channel Software 52

CSM Magazine

NOVEMBER 27, 2020

With home-working becoming the norm, a recent webinar, hosted by Insurance Post, asked representatives from Zurich Insurance, Tesco Underwriting, Canopius, and SAS whether they believed traditional contact centres would ever return. Waiting times. Reports from the front lines.

Insurance 98

Insurance How To Chatbots Wait Times 98

AWS Machine Learning

SEPTEMBER 14, 2023

Internal question and answer forums can help users get highly specific answers but also require longer wait times. In the case of company-specific internal FAQs, long wait times result in lower employee productivity. Accessing multiple repositories is manual and time-consuming.

Insurance 120

Insurance Guidelines Healthcare Policies 120

ReviewTrackers

DECEMBER 16, 2020

Consumers use Vitals to find information on a potential healthcare provider, and they rely on feedback from other users. Insurance types accepted. Keeping track of reviews on Vitals can be difficult, but looking for feedback across multiple review sites is even more time-consuming. Languages spoken. Board certification.

Management 120

Management How To Healthcare Hospitality 120

Thematic

JANUARY 21, 2025

For example, a restaurant chain could use text analytics to identify that customers frequently complain about wait times at specific locations. Here’s an example: A healthcare provider might notice that “long wait times” is a common topic in patient reviews. billion in 2025, and grow further to $78.65

Analytics 62

Analytics Data Social Media Analysis 62

Inbenta

DECEMBER 14, 2021

They’re turning to online channels for self-service insurance information and support — instantly, seamlessly, and at any time. According to a 2021 report, 50% of customers rank digital communications as a high priority (but only 17% of insurers use them). Chatbot use cases for policyholders. Discover: Answer frequent questions.

Insurance 52

Insurance Chatbots Customer Journeys Case Study 52

Thematic

FEBRUARY 3, 2025

Did you know that in 2023, the world created, captured, copied, and consumed 123 zettabytes of data? Let me help you picture this: one zettabyte is enough to store all the movies ever made—not once, but about 250 million times over ! 3 in 4 consumers say a bad interaction with a business can ruin their day.

Analytics 62

Analytics e-support Social Media Net Promoter Score 62

Experience Investigators by 360Connext

SEPTEMBER 29, 2020

Those of us who aren’t in direct, business-to-consumer markets have been told we need to think differently. This could set of service providers including doctors, hospitals, pharmacies, insurance, and even medical devices. Customers are sick of waiting for doctors. Manufacturing. ” I understand.

Healthcare 143

Healthcare B2B Industry B2C 143

BirdEye

SEPTEMBER 26, 2023

Businesses can: Use machine learning to train chabots and reduce customer support costs Generative AI to streamline administration tasks, improve insurance claim management, authorizations, and so on. Businesses are struggling to meet customer expectations, while still running a profitable venture.

Healthcare 111

Healthcare Hospitality Social Media Wait Times 111

ReviewTrackers

MARCH 9, 2020

This statistic needs to increase in light of the fact that 68 percent of consumers will refer to online reviews, research sites, and social media to find health-related information or a new healthcare provider. Online booking isn’t the only way to save time. Reviews aren’t the only feature available on Zocdoc.

Healthcare 102

Healthcare Wait Times Hospitality Social Media 102

SurveySensum

MARCH 12, 2025

Their passengers experience inconsistent check-in wait times, but identifying the root cause was challenging. For instance, an insurance company can analyze survey feedback based on: Policy Type Comparing satisfaction levels across Auto, Health, and Home Insurance. Buying Behavior: Comparing first-time vs. repeat buyers.

Analysis 52

Analysis Survey Airlines Net Promoter Score 52

NetBase

JULY 31, 2020

Consumers are worried about lots of things – more so than ever before. It is expanding its offerings to speak to consumer concerns, by opening care clinics across the U.S. The pandemic has changed the face of healthcare and patients are super hesitant to sit in a waiting room. And Walgreens is listening.

Consumers 52

Consumers Healthcare Insurance Wait Times 52

BirdEye

MARCH 3, 2025

Empowering patients with consumer education resources Patient education tools are vital in informing patients about their conditions and treatment options. Birdeye Appointments offers a seamless way to collect patient insurance information at the time of booking.

Healthcare 52

Healthcare Tools Engagement Social Media 52

West Monroe

AUGUST 22, 2022

This kind of reasoning, while certainly not erroneous (there are nearly 900 different insurance companies in the U.S., If a consumer can track every step of their pizza after it’s been ordered or see the wait time for their haircut, why can’t they do the same with their eyeglasses?

Insurance 40

Insurance Healthcare Ecommerce Retail 40

Retently

MARCH 23, 2023

In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback. Consumer-focused banks reported an average Net Promoter Score in the 30s, indicating positive sentiment and overall satisfaction with the industry.

Net Promoter Score 97

Net Promoter Score Company NPS Effort Score 97

Thematic

OCTOBER 30, 2024

Efficient and accurate market research Traditional market research methods can be time-consuming and costly. VoC analysis streamlines this process by providing real-time feedback from customers. This cuts down on wait times and improves call routing.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Think Customers

JULY 8, 2019

Open enrollment has become a make-or-break time for insurers. Companies essentially restart the process each year, accruing higher costs every time. Companies essentially restart the process each year, accruing higher costs every time. This leads to tenured, expert associates who can work with consumers more effectively.

Insurance 40

Insurance Self Service Call Flow Average Handle Time 40

ProProfs Chat

NOVEMBER 29, 2019

Live Chat Response Time/Wait Time Statistics. That’s because other support channels like social media platforms, call support, and emails increase the waiting time with which the customers aren’t that comfortable. . Live Chat Customer Service Statistics. Live Chat by Industry Statistics. Source: Inc ) Tweet this.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

NobelBiz

FEBRUARY 4, 2025

For years, lead generation businesses relied on a shared consent model , where consumers filling out a form could be contacted by multiple companies competing for their business. In the past, a consumer might give their phone number to one company, only to find themselves bombarded with calls from a dozen others they never even heard of.

Contact Center 52

Contact Center Strategy Omni-Channel Consulting 52

Inbenta

AUGUST 23, 2024

Insurance policyholders today have more options than ever, so keeping them loyal is no small feat. The top five insurance companies have figured it out, with retention rates as high as 95%. Managing policyholder expectations The largest insurance companies spend billions of dollars a year on advertising and brand-building.

Insurance 52

Insurance Virtual Agent Chatbots Advertising 52

BirdEye

MAY 4, 2021

Technological advances have enabled quick and seamless experiences for consumers across different industries. Consumers are accustomed to getting seamless experiences in most aspects of their lives. Patients who try to get in contact with providers often face frustratingly long wait times.

Healthcare 105

Healthcare Strategy Marketing Social Media 105

Customer Bliss

APRIL 14, 2016

The wait times are similar: Overall, Lyft is providing a better price and time option for passengers — even if it’s not by a massive margin. Your time is your most valuable resource as a consumer, and your money isn’t far behind that. This is another reason to love Lyft more than Uber.

Insurance 100

Insurance Wait Times Customer Experience Financial 100

Interactions

JUNE 24, 2022

With consumers demanding better customer experience, it’s no surprise that CSPs are investing in customer experience strategies to increase retention, growth and loyalty. . Cut the wait time for your customers and save your agents for the more complex tasks by enabling the right IVA to handle account information and payments. .

Self Service 62

Self Service Communication Loyalty Wait Times 62

Chadwick Martin Bailey

JANUARY 4, 2019

And thanks in part to the Amazon Effect , consumers expect to find what they’re looking for faster and easier than ever before. While this hyper-personalization is exciting, the focus must remain on the consumer—not the tech. More than ever consumers expect to find exactly what they want when they want.

Trends 63

Trends Consumers Hotels Financial 63

Magellan Solutions

SEPTEMBER 18, 2023

Such technology improves access to healthcare and reduces healthcare costs and waiting times. It removes the need for manual screening of potential participants, which is time-consuming and labor-intensive. This helps insurance companies save money by preventing fraudulent claims.

Healthcare 98

Healthcare Tools Hospitality Insurance 98

Service Untitled

NOVEMBER 8, 2012

Medical and dental practices should provide their patients with positive customer experiences; after all aren’t we as patients still consumers who pay for services rendered either through our insurance companies or directly out of our debit accounts? Even waiting rooms have come a long way.

Customer Service 53

Customer Service Wait Times Hospitality Insurance 53

ReviewTrackers

FEBRUARY 13, 2019

This may trigger a desire to remove or delete Vitals reviews — especially given their undeniable impact on the decision-making process of healthcare consumers. 62 percent of healthcare consumers turn to reviews in order to find a new doctor. Promptness. Friendly Staff. Easy Appointments. Appropriate Follow-up. Observe HIPAA compliance.

How To 69

How To Healthcare Policies Insurance 69

Bizagi

FEBRUARY 10, 2020

Today’s consumers compare their banking experiences not only to those delivered by rival banks, but also to other services offered by the world’s most disruptive companies, including consumer tech giants like Google and global online retailers like Amazon. DPA in action: Increasing long-term customer value .

Financial 58

Financial Customer Experience Banking Net Promoter Score 58

Service Untitled

DECEMBER 6, 2013

In a study titled “Amazon Can’t Do That” polling 1,500 consumers spanning the three generations of Millennial, Gen X, and Boomers research group, WD Partners concluded that shoppers still prefer feeling, walking around, and gathering with friends and families during the holiday shopping season.

Poor Customer Service 62

Poor Customer Service Retail Social Media Insurance 62

Interactions

OCTOBER 7, 2021

Our survey uncovered the usual culprits: long wait times, the need to repeat information, unknowledgeable or rude agents, and multiple transfers. . Oftentimes people are contacting a business to resolve issues that are due to stressful situations or unfortunate circumstances (think insurance, finances, and healthcare).

Self Service 62

Self Service Customer Service Contact Center Tips 62

ReviewTrackers

AUGUST 17, 2018

This statistic needs to increase in light of the fact that 68 percent of consumers will refer to online reviews, research sites, and social media to find health-related information or a new healthcare provider. Online booking isn’t the only way to save time. Reviews aren’t the only feature available on Zocdoc.

Connections 56

Connections Healthcare Wait Times Hospitality 56