Self-Service Tech Support Answers Health Insurer's Call - InformationWeek
IoT
IoT
Comments
Self-Service Tech Support Answers Health Insurer's Call
Newest First  |  Oldest First  |  Threaded View
Alison_Diana
50%
50%
Alison_Diana,
User Rank: Author
4/22/2014 | 9:59:34 AM
To the Internet!
The key to this solution is Blue KC's well-researched (and growing) library of responses, which includes answers to ill-formed questions. As Blue KC recognized from Day One, analytics is vital to ensure the company knows what people are asking about and how they're posing those questions. Analytics also helps Blue KC keep the most pertinent info at the top of its page: For example, at this time of year it may include more insight about allergies. In the winter, it could have more answers pertaining to flu. If an outbreak of measles or another disease breaks out, Blue KC can immediately put that information near the top of its page to quickly address members' questions without forcing them to search. As a result, members don't innundate Blue KC's call center, thereby reducing support costs and allowing members with more complex questions to get through when they really do need a live person's support. 


How Enterprises Are Attacking the IT Security Enterprise
How Enterprises Are Attacking the IT Security Enterprise
To learn more about what organizations are doing to tackle attacks and threats we surveyed a group of 300 IT and infosec professionals to find out what their biggest IT security challenges are and what they're doing to defend against today's threats. Download the report to see what they're saying.
Register for InformationWeek Newsletters
White Papers
Current Issue
IT Strategies to Conquer the Cloud
Chances are your organization is adopting cloud computing in one way or another -- or in multiple ways. Understanding the skills you need and how cloud affects IT operations and networking will help you adapt.
Video
Slideshows
Twitter Feed
InformationWeek Radio
Archived InformationWeek Radio
Join us for a roundup of the top stories on InformationWeek.com for the week of November 6, 2016. We'll be talking with the InformationWeek.com editors and correspondents who brought you the top stories of the week to get the "story behind the story."
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Flash Poll