To build and deliver the optimal customer experience, and do it profitably, eHealth
needed to connect the dots between online customer interactions and phone calls.
The mission at eHealth is to change this and make it as easy as
possible for people to choose the right health insurance policy.
And they do this by putting their customers at the center of
everything that they do. "We're evolving our experience from
the website to the phone and the only way to do this is to put
customers first," said Will Guimont, VP Analytics and Reporting
at eHealth. "It's easy to say, but it's hard to do."
In order to accomplish this, eHealth needs to be there for its
customers, no matter how they choose to connect with the
company. Most insurance customers, even seniors, tend to do
their shopping and research online and many of them purchase
a policy over the phone. In fact, seniors purchasing Medicare
policies make up 90% of eHealth's business, and nearly 80%
of these policies are ultimately purchased on the phone. This
means that it is incredibly important to create a blended onlineoffline journey that provides both an excellent web experience
and the right kind of human touch at the right times.