Use Journeys to Up Your Prescription Refill Game
In this case study, see how one of the nation’s leading healthcare companies used journey analysis to dig into and improve their IVR prescription refill & order process.
The insurance company wanted a quantifiable picture of customer behavior to pinpoint application problem areas with the IVR system to reduce calls to customer care and improve the automated prescription refill service.
ClickFox was used to connect these cross-channel journeys, determine where and why customers were transferring to live agent support and what could be done to reduce the time it took to submit a prescription refill in the system.
Download the case study to learn more.