About a quarter of healthcare customers
become stuck along their journeys
daily, according to our Customer Voices Report. Many reasons contribute to such a high rate of disruption. The American healthcare system, with its providers, insurers, and pharmaceutical verticals, is quite complex. Each has its nuances, r
egulatory requirements, and roles
. But what these participants share is the Bank Database responsibility of interacting with customers every day — hundreds of millions of them — who need their help.
When customers must navigate multiple
systems and different branches within the healthcare system, they may find themselves trapped by the Eddy Effect — one issue leads to another
issue which leads to another issue. T
hese roadblocks can include a lack of clarity Myth Busted: 888 Isn’t an Area Code (But Here’s Why … about business language, frustration with billing or benefits explanations, and an inability to understand prescription tiers.
As a result, the time to resolution (TTR)
can take too long. This metric is valuable in the customer experience (CX) for the agents, companies, and customers. No one wants to spend hours navigating a complex phone menu system to try and resolve problems. ABOUT
