When it comes to reimbursing your health and wellness expenses, we know efficient customer service is more critical than ever. That's where Sage comes in. Short for "Spending Account Guidance and Expertise", Sage is our automated customer service rep, available to all Employees and Plan Administrators seeking assistance.
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Sage is currently jumping in on about 80% of our customer inquiries, being the first point of contact for resolving issues and providing guidance on our live chat.
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While Sage is the initial line of support, rest assured that a human is always available if needed. All the user needs to do is say "Talk to a Person", and Sage will pass them off to the next available support agent within seconds.
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The coolest part about using automated customer support is the opportunity to witness it's impressive and consistent improvement over time. Through a combination of machine learning and human training, led by our own Customer Service Rep, April, Sage is continuously enhancing her capabilities. That ROAR of hers (rate of automated resolution) climbs a bit higher every day. Currently, she boasts a remarkable ROAR of 32%.
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This means that more and more inquiries are being resolved without the need for human intervention, with customers expressing their satisfaction through thumbs-up ratings. This also means that our human agents are available to provide a more personalized experience for those that require it.
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With Sage and informative articles crafted by our team, a significant 42% of our users are finding solutions without even engaging in live chat. It's a testament to our commitment to providing top-notch service and meeting users where they are at (whether they are the type that wants a customer service agent, or wants to find the answer themselves).
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Next time you have a question or need assistance, give Sage a try!