How AI-Powered Telemedicine and Patient Engagement Platform Mend Understands and Meets Customer Expectations
Telemedical services have finally come into the limelight thanks to their ability to enable healthcare organizations and caregivers to respond online to the needs of patients. Patient engagement platforms are seeing unprecedented growth in the number of institutions eager to adopt them, and the number of end-users (patients) trying to use them.
Responding to the growing need of patients to receive faster professional health services, virtual care helps providers offer digital, on-demand solutions and reduce costs at the same time. The increase in customer volumes, however, often leads to slower response rates, a drop in customer satisfaction, and ultimately churn. In the e-health arena, where leads become customers when they are most vulnerable, customer experience is a make-or-break factor for the business.
Mend — from a telemedicine startup to a top e-health services provider
Founded in 2014, Mend offers an innovative telehealth and engagement platform that connects patients and providers anytime and anywhere through any channel: video, messaging, forms, and more. Their PredictiveIQ module leverages AI to improve the accuracy and improve the way healthcare providers engage with patients to deliver better customer experience.
Mend helps medical practices to digitally transform their business by solving common for the healthcare industry problems with their platform:
- Patient no-show rates
- Health services provider’s capacity and utilization
- Manual data entry
- Front-desk bottleneck
- Clinical assessments
- Patient surveys, and more
Mend has been using SessionStack to offer excellent customer experience for the last 4 years.
In the past few months…
…Mend experienced exponential growth in their customer base:
“One thing we had to change during the [COVID-19] pandemic was how to keep the quality of our customer service with the exponential increase of users. During the first few stages of this pandemic, our support team was hit with an extremely high volume of tickets, so we had to adjust how to respond to this volume while delivering quality support. We then used better methods of communication internally, changed our protocols, and instituted better metrics for resolution and response time.” — Gabriel Latorre, Head of Support, Mend.
Operating in a highly regulated and standards-driven industry, Mend’s eHealth patient engagement platform is used by various medical practices and patients alike, and needs to provide quick response to customer requests, fast resolution of customer issues, and overall impeccable customer experience with the platform and the customer service that the company offers.
To that end, a significant challenge for the team was handling the increased volume of customer requests, helping new customers get successfully onboarded with the platform, as well as quickly finding, replicating, and fixing any issues that customers experienced. The complexity and scope of the browser/OS/network/device matrix made diagnosing and solving such problems a daunting task for the team.
“We just needed a way to exactly see what a customer did to run into a problem. Things get even more complicated as we also have to comply with HIPAA, which requires that our software suppliers meet the same standards for the privacy and security of healthcare data as we do”. — Dr. Craig Finch, Chief Information and Compliance Officer at Mend
Mend chose to arm their customer service and success team with a cobrowsing, screensharing and session replay solution.
SessionStack not only helped Mend understand the reason behind every customer request, but also enabled them to close the communication loop with engineers faster, reduce the number of replies per support request, and improve the overall ticket resolution rate.
Offering an impeccable experience to customers, while ensuring their personal data is protected, is an important aspect of success in the eHealth industry. Since implementing SessionStack, the Mend team has been using the solution daily. Their customer support, UX and product engineering teams rely heavily on live and recorded sessions to diagnose, document, and quickly address issues that their customers experience, as well as to ensure better product quality and stronger customer experience overall.
The Mend team finds that SessionStack has helped gain benefits in three important aspects:
- Improved customer request resolution rate — Mend’s customer service agents replay recorded sessions daily to see everything that happened to their customers before they contacted the support team.
- Sped up customer onboarding and success — The team at Mend also leverages SessionStack to ensure their customers get successfully onboarded with the platform by analyzing how the latter use the product features, thus easily spotting usability issues.
- Enhanced product quality — Mend’s software engineers receive the customer sessions along with valuable tech data like errors, crashes, bugs, and network delays, which helps them reproduce and resolve problems faster.
Meanwhile, the Mend team started leveraging SessionStack even more to ensure outstanding customer experience. The customer service team also started watching user sessions live while discussing the issue with the customer via phone or live chat. SessionStack’s ability to present the customer activity in real-time helps the team resolve customer issues on the spot.
