HCC Medical Insurance Services, LLC (NYSE:HCC):
Representative: Thank you for calling, please enter your account
number.
Customer: (Enters account number)
---Cut to music for 10 minutes---
Representative: Hi, this is Jill. Could I have your account
number?
And so on…
There was a time when customers had to make personal visits to receive
assistance. To make these tasks more convenient and cost-effective,
companies developed automated systems to support customers 24/7.
However, as popular radio host Clark Howard frequently comments, the
result has been “customer
no service.”
With this development, companies are forgetting that customers are the
critical element to business success.
HCC
Medical Insurance Services, LLC (HCCMIS) was recently featured in
the article, “Old-line
Companies Turn to Social Media for Marketing,” as a leading company
in the insurance industry that develops strong business and customer
relationships through social media.
Muhammad Yasin, HCCMIS
Client Relations Manager explains, “Our goal is to enhance the
insurance experience with a deeply personal and timely communication
style people have become accustomed to through social media.”
For companies focusing on Health Insurance 2.0, this means proactively
monitoring consumer sentiments and responding in a way that makes
customers feel secure. Yasin states, “With the advent of internet and
mobile technology, the world is shrinking rapidly. Resurrecting
community-style relationships as people travel through their life
adventure is something we are passionate about.”
Recently, HCCMIS found a dissatisfied customer by monitoring the
internet. They discovered that a medical center billed the customer
twice. HCCMIS contacted the facility, arranged for customer
reimbursement, and followed up with the customer via Twitter.
This is only one example of many where HCCMIS is striving to provide
world-class customer service via Social Media.