customer experienceWe’re always excited to see our clients enter new territory. Take AstraZeneca, for example, which just announced its launch of ‘click-to-chat’ technology from Genesys Self-Service solutions. With the new technology, AstraZeneca patients and caregivers will be able to connect—in a click—to a live AstraZeneca customer service representative and engage in live, real-time chat in an instant messaging or web chat format. By adding click-to-chat, AstraZeneca adds another communications channel for a great customer experience, providing greater accessibility and convenience to its consumers and underscoring its status as an innovator in the pharmaceutical industry. “AstraZeneca understands that our consumers want flexibility, especially when it comes to health information,” said Donna Holder, senior director, AstraZeneca Information Center. “This new resource enables consumers to have easier access to the information they seek through the convenience of a real-time, online channel. The technology will be applied to the websites for AstraZeneca’s leading CRESTOR® and NEXIUM® medicines and will be accessible from the “Contact Us” page of those websites. The innovation doesn’t end there. In addition, CRESTOR and NEXIUM brand websites also launched “Call Me Now” in October 2010, which offers visitors the option to receive a personal phone call from an Information Center representative to help answer questions about CRESTOR or NEXIUM without having to go through telephone prompts, wait on the line or listen to a recorded operator. Read the full Genesys AstraZeneca customer success story, AztraZeneca Finds a Remedy for IVR Growing Pains.