Clipping of news on Brazilian Culture, Law and Citizenship
05/05/2014
This article was translated by an automatic translation system, and was therefore not reviewed by people.
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The market for health insurance in the United States has undergone major transformations driven primarily by the Patient Protection and Affordable Care Act ( PPACA ) . This reform the American health care system by the federal law signed by President Barack Obama on March 23, 2010 brought to the health insurance industry of the United States a duty to respond more quickly to patients who have access to the health system public and private .
In the context of customer relationship , the key question is : companies in this sector would be ready to meet all the expectations of customers ?
Last year aTeleperformance investigated the behavior of customers and companies in the U.S. healthcare market, from their service channels , using the knowledge of data analysis by the staff of Customer Experience Lab - research arm and behavioral analysis of customer relationships Teleperformance and businesses .
According to the report released Teleperformance site , providers of health insurance Americans are adopting a multichannel approach to serving its clients in order to interact with more accuracy. Companies now offer , on average, four different service channels . However, this multiplicity of channels does not mean they already have a defined multichannel strategy .
The Lab noted that customers are seeking digital solutions to relate to these companies (chat , email , and social networks ) , but there are some divergent points .
Although the chat appear among the top three preferred channels by customers , only 40 % of providers of health insurance in the United States implemented this solution online . About 60 % of companies have " face-to -face " as a channel for customer service, despite the fact that less than 1 % of customers in this channel has its preferred form of contact.
For this Lab reflects a major disconnect . Times have changed and customers are usually too busy to handle your queries at " college -to -face " channels . Analysts Lab , the industry must begin to meet the expectations of these customers more directly .
On the other hand , social media is a medium widely used by health insurance providers in the United States . About 80 % of the companies analyzed by Lab already has at least one social media platform . However , these companies are not positioned properly to serve its customers in these digital platforms , according to the Lab
The lack of a strategy for transforming the social media platform in an assertive customer service approach can be seen in figures:
- Only 3 % of customers reported having social media as a channel preferred service ;
- 53 % of the total number of posts in social media has a negative connotation.
The research also shows that Twitter is the preferred channel by the American client to interact with health insurance ( 43 % ) providers . This preference is explained by time of rapid and efficient response in comparison to other platforms . While the average response time for questions sent on Twitter is 6 hours to resolve the same issues on Facebook companies take an average of 13 hours.
Changes in laws and regulations of public and private services across a growing demand for better service to customers is increasing pressure not only to companies of American health care , and for all other sectors in several countries .
How well said the report from the American Customer Experience Lab Teleperformance , not just take up different channels strategy and better prepared to meet these digital platforms lack . The consumer interacts , but want results fast. A clearer understanding of these tools , and analysis of these data is that really help these companies succeed.
With information Teleperformance .
Source : Uol - Modern Consumer
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This article was translated by an automatic translation system, and was therefore not reviewed by people.