How Customer Experience Teams at BCBS Benefit from Userpilot

Reduce support times & improve member satisfaction without scaling engineering cost & headcount.

BCBS Customer Experience
Strategic Challenges
Call deflection & improving first-contact resolution times
Reducing support times & improve member satisfaction.
Members mostly call for help finding in-network providers.
Measuring your member satisfaction with in-app NPS & CSAT.
How Userpilot Supports BCBS
Deliver contextual support in-app. Reduce support tickets and calls & increase resolution speed
Automate member onboarding with personalized flows that guide users through key tasks without human help.
Clarify confusing portal elements in-app to help members without calling support. Use session replays & analytics to see where they get stuck.
Launch surveys in member, broker, and employer portals to gather feedback.
No-Code Solutions
  • No-code Tooltips & interactive walkthroughs
  • Event-triggered in-app messages
  • Banners, popups
  • No code In-app Help Center
  • Automated personalized onboarding experiences 24/7
  • Tooltips
  • Personalized guidance flows
  • Session Replays, Feature Tagging
  • NPS Surveys, CSAT Polls, Segmentation, Analytics Dashboards
Talk to Us

Trusted by 1,000 + companies, including Independent licensees of the Blue Cross Blue Shield Association

No-Code In-App Onboarding Experiences

Empower your CX team to launch guided onboarding for new members – without waiting on engineering – so users find value faster – in English, Spanish and 100+ other languages your content will be automatically translated into! Launch in minutes & see your support tickets drop.

Onboarding Experience
Resource Center

Interactive In-App Resource Center

Give members 24/7 access to FAQs, benefit guides, and help content directly in the portal, reducing calls and improving self-service satisfaction.

In-app Surveys, Product Analytics & Session Replays

Identify where members struggle by watching real behavior and analyzing drop-off points, so you can proactively fix UX issues and prevent frustration. Collect user feedback directly inside your product with easy to deploy, no code in-app surveys.

25%

Reduction in Support Chat Requests

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40%

Reduction in Delinquent Churn

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50%

Decrease in Customer Churn

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3x

Increae in Account Expansion

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“We’ve seen a reduction in tickets and chat requests by 25% with Userpilot's resource center. This helped us reduce support costs, and provide a better experience for the end-user.”

Arlo Gilbert

CEO of Osano

Onboard New Members 24/7
Without Working 24/7

See how we can help you improve Member Satisfaction & renewals without scaling the workload

Learn More

Register for our On-Demand BCBS Digital Engagement Training

During this free training, you will learn ways to:

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Scale customer support without more agents

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Provide 24/7 onboarding and proactive digital guidance without coding

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Reduce group churn with proactive in-portal/in-app strategies