Remedy Creates a 5-Star Patient Experience with Olark
Customer Company Size
SME
Region
- America
Country
- United States
Product
- Olark
Tech Stack
- Live Chat
- Co-browsing
- Pre-Chat Forms
- Shortcuts
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Brand Awareness
- Digital Expertise
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Business Operation
Use Cases
- Remote Patient Monitoring
Services
- System Integration
- Training
About The Customer
Remedy is a virtual, on-demand healthcare provider based in Austin, Texas. Established in 2015, Remedy offers on-demand house calls, 24/7 video visits, walk-in clinics, and pop-up drive-through clinics for COVID-19 testing. Remedy aims to make healthcare accessible and convenient, allowing patients to book appointments online and see service prices in advance. The company values exceptional patient experience and inclusivity in patient communication.
The Challenge
The healthcare industry is notoriously complex, slow, and expensive. Remedy wanted to make the patient booking process fast, easy, and transparent. They aimed to remove friction from the patient booking process and offer more options for patient communication. Remedy also wanted to keep up with patient preferences in today's constantly connected world.
The Solution
Remedy implemented Olark's live chat solution to enhance patient experience. Key features used include chat transcripts for continuous improvement, pre-chat forms to ensure compliance with HIPAA regulations, shortcuts for quick responses to complex questions, and co-browsing to assist patients in booking appointments. These features collectively made scheduling and inquiries fast and easy for patients.
Operational Impact
Quantitative Benefit
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