February 19, 2010
Virgin HealthMiles Selects IntelliResponse Answer Suite
By Brendan B. Read
Senior Contributing Editor
Getting it right the first time and every time, consistently across all channels on answering customers’ questions is the linchpin of truly effective, customer-retaining service, along with capturing information from them to find how to make that experience even better. Today’s and tomorrow’s customers are on the go, utilizing multiple channels and want answers now.
That is what IntelliResponse Systems’ Answer Suite provides.
For these key reasons, Virgin HealthMiles selected IntelliResponse’ Answer Suite for use across its customer service channels, including corporate Web site, phone, e-mail and chat agents. The company is a member of Sir Richard Branson's Virgin Group.
The hosted Answer Suite technology allows consumers on web sites, social media platform, fixed or mobile and agents at contact centers whether on-premises, at home or mobile to ask questions in natural language. They will then get one right answer: regardless of the hundreds of ways the question may be asked. The solution answers more than 75 million questions annually from more than 230 live customer-facing implementations.
Virgin HealthMiles provides employee health programs that pay people to get active. The company’s innovative Pay-for-Prevention™ model creates a culture of prevention that rewards healthy behaviors and aligns an organization's interests with those of its employees to drive down lifestyle-related healthcare and productivity costs. Engagement levels among Virgin HealthMiles clients average 40 percent, well above the industry average.
Virgin HealthMiles is in good company. IntelliResponse’s other customers include ING Direct, Budget Truck Rental, Enbridge Gas Distribution, Scotiabank, Penn State University, Ohio State University and Harvard University.
“IntelliResponse was the clear leader among the technologies we evaluated,” Tom Abshire, senior vice president, marketing and member engagement for Virgin HealthMiles, said. “Virgin HealthMiles is growing at a rapid pace and we need to ensure we consistently deliver an exceptional customer experience to our members. “IntelliResponse's Answer Suite technology will allow our members to get rapid, accurate answers to their questions as they plan, focus and get involved in the programs. It will also help us capture and analyze voice-of-the-customer data in real time from all our customer service channels.”
“We are delighted to welcome Virgin HealthMiles to our growing list of enterprise clients,” David Lloyd, president of IntelliResponse, said. “Their commitment to customer service makes Virgin HealthMiles an ideal organization to benefit from the power of the IntelliResponse Answer Suite technology.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Amy Tierney