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Combating Brand Detractors to Improve Customer Experience

A travel insurance company wanted to better understand customer perception of their brand. 

Authenticx in Action  

Authenticx analyzed 6,000 interactions over a 30-day timeframe using Speech Analyticx™ and rule-based classifiers to identify specific language and phrases related to the brand experience. A sampled subset of 357 interactions were evaluated for further human analysis. Authenticx analysts flagged conversations that exhibited a negative customer experience.  

This analysis found that 23% of calls contained a brand detractor. Detractors included:  

  • Lack of confidence in service being provided 
  • Frustration and confusion on claim status and benefits verification 
  • Questions and unclear knowledge about policy coverage  

Results 

From these insights the organization was able to take action on the following: 

  • Provide additional information to members regarding preexisting conditions and acute onset of preexisting conditions as part of member coverage 
  • Evaluate the standard confirmation of policy purchase to include additional information about the claims process 
  • Expand training and talking points for agents to address processes accurately and succinctly for claims and benefit verification 

These actions led to a significant decline in brand detractors as expressions of negative emotions have decreased. A follow-up analysis showed increases in both beginning and ending caller sentiment scores.  

Authenticx in Action | On-Demand Video

See Authenticx in Action

Learn more about how Authenticx analyzes customer conversations to surface recurring trends in this two-minute video.


About Authenticx

Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.

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