While there is growing awareness in both doctor’s offices and health IT markets of the critical...
Customer Support Services
NewWave provides customer support services across many of our managed programs to over 65,000 users. These services include multi-tiered Help Desk services, customer communications management, and knowledge management and outreach services. We understand that customer satisfaction is central to successful business operations and continuously analyze and evolve out services to improve the user experience. We also provide large scale customer communications and outreach management based in Human Centered Design principles to ensure the largest audience reach possible.
Our support services are customer centric, with every interaction audited and geared towards producing the highest customer satisfaction possible. We provide multichannel support, making the process as simple as possible for our customers. This multichannel approach includes phone, email, and live chat support. We have also developed a chatbot based in machine learning and natural language processing as an alternative channel for support. From Tier 1 onward, we provide extensive training to our Customer Services Representatives (CSRs), enabling them to provide typically advanced expertise and the highest chance of resolution at first contact possible. Our largest Help Desk program has an average first contact resolution rate above 90% and our customers appreciate the effort, consistently rating our services over a 4 on a 5-point scale. This commitment to first contact resolution also results in far fewer instances of case escalation than is typical, saving our clients the cost of advanced SME time. Along with advanced program and technical knowledge training, our CSRs are trained in active listening. Active listening teaches them to show active engagement and investment in the conversation with the customer, building trust and eliciting useful details to aid in inquiry resolution.
For our Marketplace Notice Production Services (MNPS) program alone, NewWave produces millions of notices to citizens on behalf of CMS each year. We ensure that the communications we create and distribute for clients are audience targeted. This includes producing content in plain, easily understood language, written to an appropriate grade level understanding. We also ensure that our communications are Section 508 compliant, accessible to customers in many languages and with available disability aids. We understand that outreach is important to engage customers, keeping them invested and informed, so we base our communications management in Human Centered Design principles. Our content is audience targeted to be engaging and understandable and our avenues of distribution are carefully chosen based on use statistics to reach the largest number of customers possible.
NewWave practices proactive customer service as part of our support services, creating and distributing educational materials for customers to access anytime, preempting the need to contact our Help Desk. These materials include Frequently Asked Questions, Knowledge Based Articles, Training Videos and Webinars, and Open Forum online events, all designed to keep our customers informed about the programs we support and their options and capabilities within them. These proactive customer service efforts are shaped by our continual analysis of inquiry trends and direct customer feedback, allowing our communications to evolve with the needs of our customers.
Consistent quality of customer service is our primary goal in all our support services. We achieve Quality Control through three primary means: automated inquiry lifecycle tracking, performance audits, and continuous CSR training. We utilize automated inquiry lifecycle tracking to ensure continuous tracking from ticket creation to resolution without the risks of human error. This means that there is no danger of a customer inquiry “falling through the cracks” and we can set up automated notifications based on time to resolution that ensure timely case escalation if necessary. We also perform frequent performance audits on both program support services as a whole and individual CSRs and provide our clients with extensive reporting. These audits ensure quality control by allowing early identification and mitigation of potential issues before they impact our programs and customers. Our continuous CSR training program and CSR knowledge resource library content are also shaped by these audit results, our extensive performance reporting, and inquiry analysis. This creates a dynamic, Agile training environment that keeps our CSRs ready to quickly resolve customer concerns and our customers satisfaction high.
