Building on the increased usage of social media platforms which are now a feature of the evolving medical scheme landscape, Fedhealth Medical Scheme is the first scheme to offer a LiveChat option on their Web site.
One of the big frustrations in modern day life must be that creature called the “call centre”. If you cannot bear listening to numerous prompt options only to be put on hold, your only other option is usually to complete a call-me-back form on the relevant website and then wait and hope that some invisible being inside the computer will get back to you.
“There is generally a lot of information to go through and understand when looking into a medical scheme. Plus there are a lot of personal and sensitive questions to answer,” says Peter Jordan, principal officer for Fedhealth.
“We noticed that most people browse our website during work hours. This means two things: Firstly people are generally at the office when they are trying to get information and secondly, they are not phoning into our call centre with questions because calling in means having everyone in the office hear their medical history.”
Since the launch of the chat site in June last year (2013) Fedhealth has managed 21 065 LiveChat sessions.
“It is a great service and people have really been thrilled with it,” says Jordan. “In all my history of dealing with companies, it’s the fastest help I have ever received,” says a happy customer.
“This is a phenomenal initiative and I think your customers are going to love it. It’s brilliant, this is exactly what customers want, immediate, interaction without having to pick up the phone and go through a call centre or having to send a request and wait weeks for a reply. Well done Fedhealth and thank you.”
Jordan says increased member interaction is a key objective of the scheme in 2014 and hopes to announce some further initiatives.
“While many medical schemes are reluctant to engage with their clients on a more human level, Fedhealth is breaking the mould with its progressive digital strategy.
“Whether it’s via Facebook, Twitter, LiveChat or any other digital platform the scheme is committed to generating conversations which arise from good, quality content and meaningful and honest interactions with members.”