Frequently Asked Questions

Conversations as a Service is a new approach to outbound contact. It is more scalable, more personalized, and more engaging than traditional methods like outbound dialing, direct mail, and one-way text blasts. A big reason for this is that CaaS uses natural language processing to proactively engage consumers and empower them to have a humanized conversation at their own pace. CaaS adapts to customer replies and keeps driving toward an outcome, without additional resources from contact center agents.

During implementation your Drips team includes multiple outreach professionals who can help with every aspect of setup and ongoing performance improvement. These include your account manager, customer success manager, client insights manager, campaign coordination team, and the Drips operations team.

Using the information gained during discovery about client goals, branding, and internal policies, Drips creates a customized scripting package for your campaign. Once we have UX sign-off on scripting, we proceed to set up and the final review phase. Prior to go-live, we have a formal campaign review workshop where we review campaign designs for compliance and brand alignment. The Drips UX team then designs the program experience based on all four aspects of our Drips Rules Engine (DRE): Cadence, Channel, Content, and Knowledge.

Yes, Drips is ISO 27001 certified. ISO/IEC 27001 is the best-known standard for information security management systems (ISMS). Meeting ISO 27001 requirements means that Drips has implemented a system to manage risks related to the security of data we handle.

We define our Acquire category as use cases that turn consumers into customers. While it absolutely covers lead follow up, it covers a much broader set of use cases including re-marketing, human-initiated lead generation, Medicare age-in, and more.

Because we're conversational in nature, we can handle what we call "conversational close-outs." We're able to capture in greater detail the specific communication that people wish to stop receiving. This can potentially mean that you can process a partial opt-out rather than treat their message as a global revocation of consent.

These are calls and texts made, randomly or sequentially, to phone numbers using an “automatic telephone dialing system” or an artificial or prerecorded voice. Under the Telephone Consumer Protection Act (TCPA) and the FCC’s implementing rules, callers and texters must obtain “prior express consent” or “prior express written consent,” depending on the call/text content, from consumers to send such communications absent an applicable exemption.

It has never been harder to get the attention of your consumers. What's more, rules and regulations around outreach are constantly changing, which makes engaging harder every year. Drips is your partner in navigating this landscape. We are experts in "reaching the unreachable" with compliance at the forefront.

The Centers for Medicare & Medicaid Services (CMS), a federal agency within the U.S. Department of Health and Human Services, governs the rules around Medicare outreach to potential members. They establish guidelines and regulations to ensure compliance with Medicare marketing rules and protect Medicare beneficiaries from deceptive or misleading marketing practices.

CCPA (California Consumer Privacy Act) is a state-level privacy law that regulates the collection, use, and sharing of personal information by businesses operating in California. It grants consumers rights regarding their data and imposes obligations on businesses to enhance data protection and transparency. Like most state-level regulations, Drips carefully employs specific controls to help empower your compliance with this law.

AI can help healthcare payers and brokers reach prospective members at larger scales than manual outbound dialing. An AI-powered Conversations as a Service solution can handle the early stages of the healthcare buying journey by answering questions, following up, and building intent. That means that agents can focus on talking to consumers who are informed and ready to take action. Platforms like Drips can even handle the back-and-forth of scheduling the call, increasing the efficiency of health insurance outreach.

Best practices for outbound contact to prospective health plan members involve using preferred channels such as texting, using personalized messaging, reaching out at the right time, and being polite yet persistent for hard-to-reach audiences. It's also critical to adhere to state and federal regulatory rules and guidelines.

The decision to use an outreach platform versus relying on in-house solutions depends on many factors such as scalability needs, compliance requirements, integration needs, and the desired level of customization and control. At Drips, we believe that most large organizations with complex needs should consider procuring outreach services from a trusted vendor versed in the industry.

The key to reducing contact center OpEx for healthcare is to let your trained agents focus on complex interactions that are likely to lead to valuable outcomes. Consider using AI tools to handle simple inquiries, while agents handle the detailed issues that come up later in the healthcare buying journey. By using Conversations as a Service, healthcare organizations can let an AI-powered platform start conversations and build intent, saving agents from wasting valuable minutes leaving voicemails and playing phone tag.

Yes, it is legal and compliant to text consumers about health insurance if done in accordance with regulations such as the FCC's TCPA, as well as rules that fall under HIPAA, the HHS, the CMS, and others. It's important to understand the complexities of proper consent and to keep up to date with changing rules based on consumer location and the services you are offering. We strongly recommend working with qualified counsel and choosing an outreach vendor that takes compliance and privacy seriously.