Help members navigate your portal without calling the help desk.
Members land on your website or portal and can't find what they need – so they call. Chatref answers portal navigation questions instantly so members find their benefits, claims, and ID cards on the first try.
Featured on
Why it matters
The problem this solves.
The challenge
Member portals are feature-rich but hard to navigate – members call to ask where to find information that is already in the
What it costs
Portal navigation calls are short but high-volume, and every one is an agent minute spent on a question the widget could answer.
The Chatref way
Chatref answers portal navigation questions from your help documentation so members find what they need on the first try.
The Chatref solution
How Chatref handles portal navigation help.
A member logs in to the member portal and can't find their claims history, ID card, or benefit summary. They ask Chatref, which explains exactly where to navigate in the portal from your help documentation – and routes to a live agent for account-level issues like login failures
Real questions
What Chatref answers here.
How do I log in to my health insurance member portal?
I forgot my member portal password – how do I reset it?
Where do I find my claims history in the member portal?
How do I download my insurance ID card from the portal?
Where can I see my deductible balance in the portal?
How do I update my contact information in the portal?
Loved by support teams
Health plans, cutting portal navigation calls.
How teams use Chatref to help members navigate the member portal without a help desk call.
Portal navigation was our highest volume but lowest complexity call type. Chatref now handles it from our help documentation and our agents spend their time on things that actually need a person.
New members used to call within days just to find out where their ID card was in the portal. Now they find it in seconds with Chatref's guidance.
It answers portal navigation questions from our own help articles. Members trust the steps because they match what they see on screen.
of portal navigation questions answered without a live agent
Spanish-speaking members now navigate the portal as confidently as English members do – same guidance, same content set, no extra work.
Can Chatref reset a member's portal password?
Chatref explains the password reset steps from your portal help documentation and directs members to the self-service reset flow. Account-level access issues route to a live agent.
Can it guide members to specific portal features?
Yes. Chatref explains where to find claims history, ID cards, benefit summaries, and other portal features from your help documentation.
Does it work if a member is not yet logged in?
Yes. The widget can be placed on your public website as well as inside the member portal, so members get navigation help wherever they land.
Can it help members update their contact information or preferences?
Yes. If your portal help documentation covers profile updates, Chatref explains the steps – and routes to a live agent for changes requiring verification.
Does it support non-English-speaking members navigating the portal?
Yes. Chatref supports up to 11 languages from your existing content, so non-English members get the same clear portal navigation guidance.
Help members find what they need in your portal on the first try.
Point Chatref at your portal help documentation, drop in one snippet, and let members navigate with confidence at any hour – free to start.
Part of Chatref for Health Insurance Providers · Healthcare hub · pricing.