Clarabridge for Healthcare
Identify insights that transform the member, provider, and facility experiences.
Listen to and Interpret Member Feedback Across Interaction Channels
Whether researching plans or leveraging a service, members are forming opinions and offering feedback that health insurance companies need to consider when making strategic decisions. Clarabridge provides these companies with a way to comprehensively analyze brand perception, member experience feedback, and complaints data to prioritize member care while simultaneously creating high business value.View Infosheet
Healthcare Industry Use Cases
Organize member information and track interactions and contact drive across their journey. Gain insight into pain points and dissatisfaction.
Conduct patient, physician, and segmentation analysis alongside complete member journey maps.
Analyze sentiment by aspects of the facility experience and streamline processes for bottlenecks. Benchmark processes to increase satisfaction.
Digital & Self-Service Opportunities
Enhance interactive voice response (IVR) experience. Map the website journey experience and track channel switching.
Satisfaction Score Predictor & Driver Analysis
Identify FCR scores via both FCR and non-FCR sources, NPS scores via both NPS and non-NPS sources, CAHPS rating for hospitals and providers, and STARS ratings.
Member Effort Management
Investigate call and interaction drivers; evaluate call interaction experience, member emotion, and agent empathy; identify self-service opportunities.
Agent Monitoring & Compliance
Oversee agent performance, call characteristics, and duration. Check agent disposition including accuracy of disposition codes and encourage compliance with scripts.
Cost Reduction & Call Avoidance
Determine conversation topics and drivers and opportunities for call avoidance, and apply topic analysis to understand call transfers including member emotion.
Churn & Risk Analysis
Understand and predict drivers of churn and analyze outreach to churn risk.
Successful Customers in Healthcare
Building a Voice of the Customer Program in Healthcare
With more consumers expecting their healthcare experiences to be easy and convenient in a way that mirrors online shopping, healthcare organizations need to consider how Voice of the Customer (VoC) programs can drive customer experience improvements.
This Forrester report examines how VoC programs look at different stages of maturity, giving organizations a method of comparison for building or assessing their own programs.Download the Report