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Your customers are talking. Are you listening?

Tap into existing customer conversations to reveal qualitative feedback. This unfiltered, renewable source of insights accounts for every customer voice – even those who don’t respond to surveys.

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Actionable customer feedback without survey fatigue. See Authenticx in action:

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Software that connects qualitative human emotion to quantitative metrics.​

Collecting data is only part of the equation. Understanding begins by listening and engaging with the story your customers are sharing.

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Satisfaction With Health Insurance

There is sometimes a disconnect between the practices employed by healthcare providers and what their customers need. Customer billing processes and health insurance satisfaction tend to be the most problematic of these common healthcare-to-customer disconnects. With 33% of negative feedback comments being related to confusion about bills or complicated healthcare processes, these main areas of concern are important to address.

On the plus side, because these concerns are so often mentioned by customers without provocation, all you have to do to help make your customers’ experience better is to listen to them. With an average of 50% of customer interactions including an unprompted description of one (or more) specific concerns or negative feedback, simply utilizing these interactions as data to improve your systems can help your customer experience immensely. Conversational analysis software, like Authenticx, helps you to hear the voices of your customers and quickly and easily aggregate and analyze customer interactions to help your healthcare service prioritize improvements to make your customer experience better.

Patient dissatisfaction with healthcare not only costs your organization money and time but can also lead to the loss of customers. In order to combat this loss of revenue, time, and customers, your healthcare organization needs to identify the problems with your customer experience so that you can make modifications and improvements to support your customers and your employees. One of the most efficient ways to identify and change these problem areas is to listen to the information your customers are already telling you. Only after you have begun to make these changes will your healthcare or health insurance organization be able to achieve customer satisfaction with health insurance, billing processes, and overall customer experience.

Health Insurance Coverage In The United States

Overall, how many Americans have health insurance? When it comes to health insurance coverage in the United States, the majority of Americans have had health insurance for at least part of the year. While not all Americans do have access to health insurance, many do. Health insurance in America survey results show that private health insurance tends to be more used than public health insurance. Even though many Americans do have access to health insurance, the U.S. may not rank especially high on healthcare practices when compared to other countries.

The U.S. healthcare ranking compared to other countries is often considered poor. Often, the U.S. ranks last when compared to other countries, especially in criteria such as access to healthcare, equity in healthcare, and administrative efficiency. This is where software like Authenticx is helpful. Authenticx helps you to find all of the valuable customer interaction data you need to improve your health insurance service so that you can better serve your customers. Using conversational analysis AI, Authenticx can help you to surface and analyze important and common keywords along with their relevant contexts so that you can better understand your customers’ concerns and make changes accordingly.

Views On Healthcare

Unlike many other countries, the healthcare systems in the U.S. often require more expenses on the patient’s behalf. Views on healthcare can also vary widely. This often leads many people, especially those who are uninsured, to avoid receiving healthcare services unless absolutely necessary. Because of this, the American view on healthcare can be skewed dramatically depending on the area and group of people being asked. Along with these different levels of American satisfaction with healthcare also comes different levels of satisfaction with health insurance companies.

One way that both of these satisfaction levels can be increased is by implementing changes to healthcare or health insurance systems that are causing confusion for Americans. Utilizing AI software, like Authenticx, to analyze and organize both audio and visual data directly from your customer interactions can help you to more accurately see what your customers are struggling with and what you could do to help them. This can not only greatly improve your customer experience but it can also help you to retain your customers for longer and possibly even bring in new customers as well.

U.S. Health Insurance Statistics

It can be difficult to get a good understanding of where your healthcare organization falls on the overall U.S. healthcare ranking system and which areas you can improve to be of better service to your customers. One great resource to utilize when deciding how to structure your data and implement changes is to look at the qualities used for measuring statistics. For example, if one of the metrics used in measuring U.S. health insurance statistics is “administrative efficiency” you could focus on how your organization ranks in this metric and see how you could improve. Looking at health insurance statistics by state can also be extremely helpful to see how you compare to other health insurance organizations in a particular state.

Authenticx offers a customizable dashboard that allows your company to categorize and tag your already existing data so that you can spend more of your time coming up with improvements and finding your customers’ valuable feedback instead of manually organizing responses into categories. This means that you can pose a question or a direction that can help you to find the data specific to the question you are asking easily with the AI analysis software. This data can then be organized into whatever categories you want to focus on and then be easily reached through the customizable dashboard for easy viewing and a better understanding of your customers’ challenges.

How It Works

Gain a deeper level understanding of contact center conversations with AI solutions.

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Aggregate

Pull customer interaction data across vendors, products, and services into a single source of truth.

Analyze

Collect quantitative and qualitative information to understand patterns and uncover opportunities.

Activate

Confidently take action with insights that close the gap between your organization and your customers.

Uninsured American Healthcare Statistics

While the overall percentage of Americans without health insurance at any point throughout the year is relatively low, there are still plenty of Americans that are uninsured. Because of this, it is important that your healthcare company’s systems work for both insured and uninsured customers. As a health insurance provider, using a tool, such as the Authenticx AI software, to analyze your current customer interaction data can greatly help you to improve your health insurance service and gain new customers as well.

Health insurance survey results are another way to receive feedback on your health insurance organization. However, these results can often suffer from being too structured and are often devoid of the necessary context of your customers. Utilizing a service that provides your company with analysis of the customer interactions directly can be much more effective in determining what your company needs to improve to better serve your customers. While uninsured American healthcare statistics are constantly changing, they can provide you with a greater understanding of how health insurance affects the healthcare system and how you could work to improve that relationship as well as understand how your health insurance services are benefiting (or not benefiting) your current customers.

Insurance Claim Satisfaction Survey

Surveys, particularly an insurance claim satisfaction survey, can be good tools for getting specific questions about your customers’ experience answered in a structured and easy to analyze manner. However, because the answers from a patient satisfaction questionnaire sample are often short and in response to structured questions, it can be difficult to determine the context of any specific concern. This is why rather than using an insurance satisfaction survey, it can be much more beneficial to take your data from the customer interaction information that you already have stored in your customer service database. This data is already available and it does not require your customers to fill out any surveys.

This information is also much more likely to contain the context of your customers‘ concerns as it is data taken directly from their calls, messages, and emails. Using conversational analysis software, like Authenticx, to organize, analyze, and display valuable customer insights to you on a central dashboard can help you to prioritize and make changes to best benefit your customers. This data can help you to find and analyze all of the valuable customer insights and assess the satisfaction of your customers with your health insurance services. Additionally, an AI software like Authenticx can analyze and organize all of the data stored in your customer service centers along with any incoming customer interactions in real-time without disrupting your customers so that you can make sure to always have current and accurate data to work with.

Health Insurance Survey Questionnaire

A health insurance survey questionnaire could be valuable, but it could also present some limitations. While a health insurance questionnaire can be a great starting point for determining where your customer experience can be improved, because they are so structured, they may often leave out many of the other valuable insights that your customers may have. Because a questionnaire on health insurance is likely to offer only specific questions, it can be difficult for your customers to fully describe what the issue they are experiencing is and how it could be helped. This is why, while a health insurance questionnaire is still a good resource to use if you do have very specific questions that you’d like answered, using conversational analysis software can be much more effective in helping you to prioritize the right changes in your company.

Authenticx’s AI software can help you to not only find commonly used keywords but to see the context around those keywords and focus your attention on the most valuable customer insights so that you can spend more time working to make changes to help them. Additionally, Authenticx’s customizable dashboard offers a mix of audio and visual data directly from your customers so that you can hear or see exactly what is going wrong and better understand what it is that you need to work on fixing. So while surveys can be useful for specific concerns, overall software that uses conversational analysis AI, like Authenticx, can help you to better understand your customers and their challenges.

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