IN-APP SUPPORT

Making a human connection makes all the difference

IN-APP SUPPORT

Making a human connection makes all the difference

Impact

improved
patient experience
better
medical adherence
reduced support burden
for doctors and pharmacies

The challenge

A health tech company had introduced pioneering new digital medicine technology, but found that patients, doctors and pharmacies needed better support in understanding how to set up and use its devices.

Nexient solution

Nexient helped develop companion Android and iOS mobile apps that enabled patients make a real-time connection with support agents via two-way video and screen sharing. Patients’ in-app requests are automatically routed to the right agents using Salesforce SOS Service Cloud and Omni-Channel Routing integration.

Real-time, in-app video and screen sharing support has made it easier for patients to enjoy the advantages of digital medicine

The results

Since patients can now get real-time support, they’re happier and using the devices correctly. That means better patient health outcomes, reduced support burden for doctors and pharmacies, and fewer broken devices due to incorrect set-up.

The solution has also generated a knowledge base of common patient questions and answers, to streamline future support incidents for agents.

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