“Healthcare companies have spent millions (maybe even 10s of millions) of dollars building out self-service platforms on the web. Based on data from the Service and Support Professional’s Organization, only 44% of the time that customers use self-service are they successful. That is of course of the individuals who try the self-service. A Harris Interactive poll found that 89% had difficulty with web self-service.”
Article
George van Antwerp, Patient Centric Healthcare, 26 February 2008
