Major Health Insurer Picks eGain to Help Customers Sign Up For Exchanges

eGain has announced that a major health insurer has chosen its eGain Cloud product to get the new members it’s picked up thanks to the Affordable Care Act familiar with its services.

The unnamed insurer wanted to bring new customers on board ahead of the March 31 deadline for enrollment in most state’s health insurance exchanges. eGain was tasked with helping to set up a website that would allow customers to compare plans with real-time chat advice from people from the insurer.

To that end, the insurer deployed eGain’s Superchat program, allowing agents to walk new customers through the process of finding and applying for insurance plans, browsing with them and helping them fill out forms over the phone. The insurer cited the company’s experience with the cloud and its ability to deploy apps quickly as reasons it chose eGain.

“eGain Superchat combines auto chat with a virtual assistant and agent-assisted features such as text chat, video chat, click to call, cobrowse and proactive offers into a memorable real-time omnichannel experience. Among highlights include patented capabilities such as phone-blended, multi-domain cobrowsing for rich, active collaboration, including agent-assisted web tours, knowledge-guided advice and collaborative form-filling with granular controls for privacy, security and regulatory compliance,” a company statement said.

In addition to helping customers sign up for insurance, the insurer plans to deploy Superchat across all of its business as Superchat has demonstrated its success. The company plans to deploy it to help consumers sign up for vision and dental plans in addition to health insurance.

While the Affordable Care Act, also known as “Obamacare,” which introduced universal health care to the U.S. after an acrimonious fight in Congress and several repeal attempts is controversial, there’s no denying that it offers a lot of potential revenue streams for insurers. The PwC’s Health Research Institute predicts  that health exchanges created by the law will generate $205 billion by 2021.