Attachment
Representative:
Customer: (Enters account number)
---Cut to music for 10 minutes---
Representative:
And so on…
There was a time when customers had to make personal visits to receive assistance. To make these tasks more convenient and cost-effective, companies developed automated systems to support customers 24/7. However, as popular radio host Clark Howard frequently comments, the result has been “customer no service.”
With this development, companies are forgetting that customers are the critical element to business success.
HCC Medical Insurance Services, LLC (HCCMIS) was recently featured in the article, “Old-line Companies Turn to Social Media for Marketing,” as a leading company in the insurance industry that develops strong business and customer relationships through social media.
Muhammad Yasin, HCCMIS Client Relations Manager explains, “Our goal is to enhance the insurance experience with a deeply personal and timely communication style people have become accustomed to through social media.”
For companies focusing on Health Insurance 2.0, this means proactively monitoring consumer sentiments and responding in a way that makes customers feel secure. Yasin states, “With the advent of internet and mobile technology, the world is shrinking rapidly. Resurrecting community-style relationships as people travel through their life adventure is something we are passionate about.”
Recently, HCCMIS found a dissatisfied customer by monitoring the internet. They discovered that a medical center billed the customer twice. HCCMIS contacted the facility, arranged for customer reimbursement, and followed up with the customer via Twitter.
This is only one example of many where HCCMIS is striving to provide world-class customer service via Social Media.
Photo:
http://www.prlog.org/
