Case Study: Healthcare Organization improves agent empathy and customer support with Authenticx

Building a Human-Centered Brand with Authenticx

Healthcare Organization worked with Authenticx during the start of the COVID-19 outbreak to quickly understand the social and economic factors affecting customers’ ability to access care, without launching another survey. They also wanted to know whether agents were responding with empathy and humanity, and whether the customer experience was aligned with the brand values being promoted in marketing.

Using Authenticx’s qualitative analytics and audio montages, the organization listened at scale to organic customer and agent conversations to identify pain points and brand detractors. Based on those insights, Authenticx helped them revise collections and payment policies, add disease prevention and mitigation tips to outbound calls, and retrain agents for the new reality; within 60 days, agent empathy scores increased by an average of 5 points.