This release includes updates to the customer service module in the admin website. We have also increased communication to participants regarding key motivators in the behavior change courses.
New Updates & Features
- Admin website: updates to the customer service module
- Number one benefit & desired outcome added to notifications
UPDATES TO THE CUSTOMER SERVICE MODULE
The customer service module was added to the admin website in our last release, and it allows clients and partners to access a wide range of member information. The dashboard in this module launched with:
- Member activity in a course or multiple courses
- Member identification details
- Notes recorded in the member profile
With this update, the dashboard now includes:
notifications tile
By clicking a link in the tile, admins can view and resend all emails that have been sent to the member.
audit log
By clicking a link in the tile, admins can view the complete history of changes made to the member's profile.
data feed
By clicking on the tab, admins (for applicable clients) can view data feed events and requeue webhook feeds if necessary.
WHAT THIS MEANS FOR THE CLIENT:
The customer service module provides increased functionality and insight into member behavior and experience. Admins can now view and re-trigger emails that have been sent, view and re-queue data feed events, and view a complete history of changes to member profiles.
NUMBER ONE BENEFIT/DESIRED OUTCOME ADDED TO NOTIFICATIONS
SelfHelpWorks behavioral change courses are highly structured, but are crafted in such a way that they become a personal experience for each participant.
As participants progress through a course, they create and then further hone their "number one benefit" (LivingFree, LivingLean, LivingSmart, and LivingWellRested) or "desired outcome" (LivingWell and LivingEasy). The number one benefits and desired outcomes represent a specific manifestation of an improved life after successful behavioral change.
To explain further: A participant in the LivingFree tobacco cessation program wants to quit smoking, but in order to build and maintain the motivation to live smoke-free, they must create a vibrant picture of themselves enjoying life without cigarettes in a specific and truly significant way. Here is an example of a number one benefit in an email:
When a participant creates their number one benefit or desired outcome, it is recorded by our system and becomes a key attribute of the member profile. In this release, we have included the number one benefits and desired outcomes in certain notifications delivered to participants. This was done to increase the prevalence and power of this personal source of motivation.
WHAT THIS MEANS FOR THE USER:
More reminders of their reason-for-change will increase and help maintain the motivation that drives success in our courses.
