What if I told you the overall multi-channel satisfaction rating from your customers could be as high as 96%? You would probably tell me that was an unrealistic KPI for most organizations. Well, you may be right, unless you were implementing an digital customer service strategy. Here is a story of how to make this KPI realistic and award-winning.
The University of Pittsburgh Medical Center (UPMC) is one of the nation’s fastest growing health insurance plans and the second-largest in western Pennsylvania. The organization’s top-down commitment to customer experience with a digital customer service strategy is viewed as a major differentiator in healthcare insurance. Over 240 representatives at six different contact centers deliver on that commitment. They provide omnichannel support through inbound and outbound phone (both predictive dialer and automated outbound IVR). Chat and email are key to the strategy with the UPMC Health Plan members. UPMC has a 96% overall multi-channel customer satisfaction rating.
This focus on customer experience has won UPMC increased enrollment as well as industry awards and recognition. In June I attended the SQM Call Center FCR Best Practices Conference. Genesys received an honor for the award winning UPMC customer story based on the Genesys CX Platform. So what does omnichannel digital customer service look like for industry leaders?
Three Best Practices of UPMC’s Omnichannel Digital Customer Service Strategy:
- Proactive Customer Care – outbound calls pay off in both better member satisfaction and internal efficiencies. Making outbound calls costs UPMC no more than handling inbound calls, and they promote positive steps to better health for their members.
- Web Chat – the use of chat internally and externally once members have logged in to the website has contributed to the health plan’s ability to quickly assess and resolve customer’s needs, and improve first contact resolution (FCR).
- Real-time Visibility – provides insight into individual and team performance to effectively allocate and train resources to meet SLAs efficiently.
Recently, Genesys partnered with Brian Solis, digital analyst at Altimeter Group to explore the future of digital customer service and how it effects the overall customer experience (CX). See his insightful examination around the need for a digital customer service strategy in the video below:
To learn more, check out our new digital customer experience thought leadership study, How to Transform Digital Customer Experiences for the Connected Customer.