Blue Shield of California Assuresa Great Customer Experience (CX) - Pulse Mobile App Improves Incident Management and CX
Blue Shield of California Assuresa Great Customer Experience (CX) - Pulse Mobile App Improves Incident Management and CX
2 PagesBlue Shield of California Assures a Great Customer Experience (CX) Pulse Mobile App Improves Incident Management and CX CUSTOMER STORY: BLUE SHIELD OF CALIFORNIA Delivering a Great CX is Key for Blue Shield of California Blue Shield of California, one of the state’s largest health plans, strives to deliver a great customer experience, each and every time. To achieve this goal, the CX technology systems they use to serve their 4.4 million members must be up and running 24x7. One of the key CX systems is an IVR that supports members, providers, and producers, and handles over 100,000 calls each day. Members (patients), have important calls about eligibility, claim status, enrollment, payments, and finding providers. Providers (doctors and medical professionals) require prompt act
