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U.S. Healthcare

Consumer expectations are changing in every industry and healthcare is not immune to these challenges. Consumers, members, patients and doctors can now reach their healthcare company using many different channels, some of them online channels, in person, or via the phone.

This call for better services and engagement puts significant pressure on healthcare insurance payers to become more demand-driven in order to satisfy the needs of consumers. 


HOW ARE THEY ADDRESSING MEMBERS’ NEEDS?

Recent data analysis from Teleperformance’s Customer Experience Lab (CX Lab) shows there is a fundamental disconnect between what channels are provided and what channels customers prefer to use.

In 2013, 60% of healthcare payers did not offer click-to-chat, despite it being in the top three most preferred channels for members. 

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INSIGHT INTO CUSTOMER BEHAVIORS

ACROSS GENERATIONS

According to research by the Teleperformance Customer Experience Lab (CX Lab), the voice channel is by far the preferred channel in the last twelve months for members, with e-mail and click-to-chat following in all cases in all age groups.

The adoption of social media as a preferred channel is more evident in Gen Y (10%) when compared to Baby Boomers (3%), and similarly the desire by Gen Y to use a mobile app (9%) compares to just 1% in the Baby Boomer generation. 

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Social media as an important tool

Customers have learned to use the social media channels that provide the quickest service. Twitter has gained usage once customers receive a reply there before other social media channels.

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Percentage share of posts by Customers on Health Insurance Social Media pages (US, 2013)


DELIVERING RESULTS FOR HEALTHCARE

DELIVERING RESULTS FOR HEALTHCARE
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