Hospital Readmissions When a patient leaves the hospital, the last thing they want to do is go back. Yet, hospital readmissions happen all of the time with studies showing 1 of every 4 patients is readmitted following hospitalization. Studies also show that one of the most common reasons for this is insufficient communication for a …
7 Solutions to Reduce Hospital Readmission Rates Read More »
Whatever your industry—integrating automated chat capabilities, like an AI chatbot, into your customer service plan is a game-changer! As we’re sure you know, customer service is an integral part of any business. And while it’s essential to gain new customers, you really need to keep your current customers happy. Implementing an AI chatbot does just that by …
Insurance customers keep insurance companies busy! From filing claims, making payments, and inquiring about quotes—there’s never a shortage of customer traffic. Conversational AI with Natural Language Processing (NLP) can help insurance companies streamline processes, improve customer service, increase workflow efficiency, and lower overall costs. Here’s how you can attract new customers and retain current customers …
How Conversational AI Can Help Insurance Companies Attract and Retain Customers Read More »
Years ago the singer Harry Nilsson told us that one was the loneliest number. Combine that idea with the ring of power—“one ring to rule them all”—from Tolkein’s Lord of the Rings, and you might think it’s lonely at the top. When it comes to managing combined voice and SMS applications, however, having only one …
One Number to Rule Them All: Using a single number for Voice and SMS applications Read More »
Voice is the channel that people love to hate. Or, perhaps it’s more of a love-hate relationship, because recent data shows that 51% of consumers believe that the fastest way to resolve a problem is to use the phone. So, if your voice channel provides a sub-optimal customer experience, you’re potentially alienating the majority of …
Well, we’re here, and it’s happening: Back in 2013, Walker Insights made the bold prediction that, by 2020, customer experience would overtake price and product as the key brand differentiator –and today’s customers are reporting that it’s true. Consider the following findings from Salesforce Research’s State of the Connected Customer report, second edition: This emphasis …
How Your Contact Center Can Become the Key Driver of Customer Survey Responses Read More »
Here at Plum Voice, we talk a lot about how our IVR solutions can help improve your customer service offerings. It’s not enough, however, to simply talk the talk. It’s just as important to lead by example, to walk the walk. We recently asked our customers to fill out a survey through TechValidate to let …
Practice What You Preach: A Demonstrated Commitment to Customer Service Read More »
Customer feedback is the lifeblood of an organization. However, that information is only useful if it’s actually put to use. Collecting data for the sake of collecting data doesn’t do anyone any favors. When it came to customer feedback for their claims department, the Erie Insurance company relied on a manual process. The cost of …
Case Study: 145% VoC Response Rate Increase with Plum Insight Read More »
Merchant services companies have lot of different payment channels to offer their customers these days. These are the companies that provide customers with the infrastructure to accept and complete payments. Needless to say, with the right merchant services company, a business can cater to the needs of their customers no matter how diverse those may …
Case Study: Use Voice Tech to Provide More, Better Payment Options Read More »
In theory, technology should make our lives easier. There may not be a better use for technology and automation than with manual, rote, recurring tasks and processes. In these situations, automation is like a gift from on high. This was precisely the experience of Arrowhead General Insurance Agency. The company’s Atlanta office processed all of …
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