Transforming Consumer Engagement with Live Chat and IA

Your hosts

Matt AdamsonVP Product Planning and Innovation

ZeOmega

Jeff EpsteinVP Marketing

Comm100

About ZeOmega

Proven solution for large contact centers

Enterprise-grade performance & security

The industry’s broadest and most configurable capability set

Flexible deployment options

Personalized onboarding & training program, 24/7 support

Comm100: Five Feats of Strength

The new healthcare consumer profile

Agenda

Causes & effects of communication friction

Why live chat for population health management?

1

2

3

4 Building a business case for live chat and IA

A Short Glossary

• Chat

• Messaging

• Transcript

• Routing

• Intelligent Assistance

• Inbound

• Outbound

• Omnichannel

1/4 The new healthcare consumer profile

Mobile Digitally literate

Discerning

Your customers are increasingly

2/4

Causes & Effects of Communication Friction

Source Cause Effect

No answer to phone calls Insufficient staff Long wait times

Complicated IVR menus Trying to do too much Abandonment

Unanswered emails No case management tools Repeat messages

Unclear ownership Poor/missing SLA Falling through the cracks

Incomplete audience coverage Missing channels Blind spots

Friction in the Contact Center

Source Cause Effect

Difficulty reaching members/patients

No one answers their phone anymore

Missed appointmentsDisengagement from care

Complicated care regimens Confusing, conflicting, or incomplete guidance

Poor plan adherenceMedication non-compliance

Friction in Outbound Communication

3/4

Why Live Chat for Population Health Management?

Some things you may not know about Live Chat

• Responsive or Proactive• Advanced tagging and routing

• Auto-translation• Share documents and images• Highly integratable

1Why Live Chat?

Secure

2Why Live Chat?

Flexible

3Why Live Chat?

Accessible

4Why Live Chat?

Always on

5Why Live Chat?

Personal

4/4

Building your Business Case for Live Chat and IA

Define your scope

Set your budget

Prove your ROI

The business case for Live Chat & IA

Scope

• WHO do you wish to serve?

• WHICH CHANNELS do they use? For which purposes?

• WHAT is your service promise (availability, SLA)?

Budget

• Personnel costs

• Technology costs (including training)

• Potential cost savings

ROI

• Net financial gains

• Payback period

• Measuring impact:ü Star ratingsü Resource maximizationü Reachü Complianceü Utilizationü More touch points comm100.com/engage/live-chat-roi-calculator/

For a complete ROI analysis:

Next steps

1.Gather key stakeholders

2.Consult with cross-section of your customers to understand usage tendencies, hesitations, expectations

3. Scope out what a perfect deployment would look like in terms of population engagement and results

4. Build a work-back plan for getting there

5. Establish a clear baseline of performance before launch, against which you will measure impact

Talk to us J

Q&A

?

jeff.epstein@comm100.comwww.comm100.com

Jeff Epstein

Thank You!

madamson@zeomega.comwww.zeomega.com

Matt Adamson