Picture it. You’re a customer care representative working for a large health care payer. You’re on the phone with an angry member as she’s trying to explain the trouble she’s having accessing her claims online. You want to help but you’re having difficulty understanding her issue without being able to see what she sees. And your situation is made tougher by having to flip through an inch-thick binder to find possible solutions or multiple knowledge bases!
With these limited support tools, it’s no wonder health care consumers are frustrated. Care representatives are equally frustrated because they aren’t empowered to deliver great service. The consequences: a 40% annual churn rate in members and an up to 50% turnover in support staff!
Fortunately, co-browse can turn this situation around…
Oracle Co-browse allows care representatives to see a member’s computer screen in real-time so they can guide her to the information she needs—whether that’s help with a claims issue, benefits question or application for enrollment. Co-browse ensures the care representative has an exact view of the member’s screen, adapting on the fly even as customers change their browser settings or resize the window. It also works on any mobile browser or device, and can even be added as a support feature within a company’s mobile app.
Regarding HIPAA compliance, Oracle Co-browse meets the strictest security standards by protecting sensitive data while still giving care representatives the information they need to resolve issues.
But don’t take our word for it; check out what Oracle Co-browse has done for our customers!
Health Care Payer Case Study
The largest health insurance network in the U.S. was facing high Average Handle Times (AHT) on website-related issues. It wanted to reduce handle time, and boost web self-service and member satisfaction. It leveraged Oracle Co-browse to accomplish these goals while ensuring the highest levels of data security.
By empowering care representatives to do co-browsing sessions, the network and its regional organizations:
- Reduced call handle times by 85%
- Increased member satisfaction and loyalty
- Maintained strict data security while co-browsing across its own and external websites
To find out the top ten benefits co-browse can drive for your organization, please click here. To learn more about the unique capabilities only Oracle Co-browse provides, please click here.