|At Benefit Express, we surpass other benefits administration solutions by raising the bar on customer care. Our number one priority is to provide the best benefits and systems administration support to all of your employees.
Benefit Express' industry experience and focus on top-notch customer care
will enhance your organization's delivery of benefit information
to your most important resources - your people.
Our high performance results set a new standard in customer care:
- Average hold time is under 20 seconds
- 90% of calls are answered within sixty seconds
- 100% of all calls receive follow-up communication within 24 hours
- 100% of all after hour emails and voicemails are returned within 2 hours-including weekends
- Over 90% of our new business comes from referrals, evidence of our high satisfaction among clients
Employees can call, email, or live chat for assistance. They can also reset their password or retrieve their FSA balance via IVR or text message, proving that our services, ideas, and approaches are fresh, inventive and cutting edge. Our staff uses state-of-the-art desktop technology including the automated "Task Pad" workflow and our call and contact management system, My RequestorTM. All calls are recorded and a narrative of calls, emails, and chats are stored in the caller's online account. These administration systems not only control the processing of most transactions, but they also track and monitor adherence to performance standards. If we are close to missing a quality goal, the system will alert supervisory staff so issues are resolved.
All of our Customer Care Center Representatives have extensive customer service backgrounds and are ready to use their skills to improve the experience that your employees have when using our Care Center. They know the importance of the caring, human touch necessary for excellent customer care. The key responsibility of our representatives and benefit concierges is to ensure that your employees receive a prompt and accurate response to all their questions. Our entire staff is supported by Benefit Express' legal service which provides assistance with resolving regulatory or other technical issues and keeps our staff apprised of all the latest legislative and regulatory changes that impact benefits administration.
The Customer Care Center is available via phone, web, email, and web chat during the normal business hours of 7:30 a.m. to 6:00 p.m. CST. Additionally, Benefit Express returns all calls and emails the same day they are received from 7:30 AM until 10:00 PM CST including Saturday and Sunday. After-hours voice messages, emails, and instant messages are returned within 2 hours, 7 days per week, all year round! Access to the Customer Care Center is also provided via our online instant messenger solution.