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Healthcare

Guided CX for Healthcare Insurance

Deliver standout healthcare experiences with Glance

Health insurance is undergoing a digital transformation, and with increasing competition, offering standout digital customer experiences can make all the difference. Today’s healthcare consumer expects frictionless technologies, on-demand service, and the same compassionate, human-to-human guidance they’d receive in-person.

Glance empowers healthcare organizations to convey empathy in digital moments that matter. By enabling customer service representatives to join customers in your app or website, guided customer experiences with Glance can create real human connections right when they’re needed most: supporting new customer onboarding, claims management, questions about coverage, and plan renewals.
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The stakes have never been higher.

According to a Forrester poll, members said they were more likely to stick with an insurer that made them feel appreciated, respected and valued, while they were pushed away by disappointing or frustrating interactions.

Improve Customer and Provider Support

Provide online experiences that rival face-to-face. Glance’s Guided CX solutions enable you to provide standout, human-to-human support to build trust and convey compassion.

Support Health Benefits and Claims Processes

Benefits and claims processes can be challenging for customers to navigate, especially when they’re facing a difficult or stressful life event. Glance lets you see the screen of the provider, member, or beneficiary, and provide personal, compassionate guidance when they need it most.

Provide a Frustration-Free Enrollment Experience

Eliminate frustration and make enrollment stress-free, especially for members who are newer to technology. Glance lets you join your customer in their browser or app, view what they’re seeing, and guide them through a personalized and expedited application and enrollment process.

Measurable results

Human-centered digital healthcare experiences drive measurable outcomes

Glance is demonstrated throughout the healthcare industry to provide measurable results that yield better outcomes for customers, providers, and payer organizations.

Boost CSAT + NPS scores for Medicare Star Ratings.

Improve AHT and FCR for customer support interactions.

Increase agent satisfaction and create operational efficiencies.

Case Studies

Healthcare leaders reshaping the customer experience with Glance

See how healthcare companies are providing standout customer experiences using human-powered Glance solutions.

COBROWSE + SALESFORCE INTEGRATION

Top-Five Health Insurance Provider Improves CSAT with Glance

A top-five industry provider leveraged Glance for healthcare enrollment support for those new to Medicare. Using Cobrowse with screen share and chat, along with Salesforce integration, they were able to:

  • Improve online portal adoption and use
  • Create operational efficiencies and improve overall satisfaction among customers, agents, and brokers
  • Increase CSAT for Medicare Star Ratings
Salesforce Integration
COBROWSE + SALESFORCE INTEGRATION

Healthcare Clearinghouse Improves First-Call Resolution

A Healthcare CRM company leveraged Glance to improve their portal support experience for healthcare payers. They launched Cobrowse with one-click from Salesforce and yielded:

  • Reduced AHT on high-value inquiries
  • Increased time-to-revenue by improving FCR ratios
  • Improved employee experience
  • Increased CSAT and NPS scores among providers and payers

Cultivating personal customer experiences in healthcare

Are you on your journey to improving the healthcare customer experience? Download your free guide to learn the top customer experience concerns of healthcare organizations, what should be in your CX technology stack, and how to ensure all customer experiences make room for personal guidance.

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