Ensuring your support team helps: Provide instant assistance and reliable resources

Accessible, responsive support ensures users feel confident and cared for every step of the way.

In telehealth, where trust and reliability are paramount, exceptional user support can set your platform apart. Instant assistance and intuitive, accessible support options are critical to keeping users engaged.

Our research shows that platforms offering robust support systems—live chat, comprehensive FAQs, and proactive email communication—are far more successful at converting users into loyal patients.

3 ways to structure your user support strategy

01. Give customers instant support with chatbots

Users place a premium on immediate solutions. Chatbots have emerged as a key feature in enhancing customer satisfaction by providing instant answers to common questions or directing users to the right resources.

Currently, 29% of platforms incorporate chatbots, and this number is growing rapidly. Adding a chatbot to your platform can help resolve user concerns in real-time, boosting trust and ensuring a smoother user experience.

02. Create a genuinely helpful FAQ

An FAQ section is one of the most widely used support tools—but only if it provides real value. While 94% of the telemedicine platforms we reviewed included an FAQ, 31% of these relied on it primarily as an SEO tool, offering vague or unhelpful content.

Research indicates that over 70% of users rely on FAQs for quick answers. To maximize its impact, ensure your FAQ is user-friendly, with clear, detailed responses and links to relevant pages or resources.

Take the time to identify the most common user questions to make your FAQ an indispensable support tool.

Among those with answers, there’s often empty SEO-driven content that provides little real value:

The top 5 questions found across all platforms:

The most effective FAQ format integrates answers directly within the questions themselves.

03. Leverage email communication for ongoing engagement

Email remains one of the most effective ways to build and maintain user relationships.

Our research found that 65% of telehealth platforms use email communication to stay in touch with users, with 30% offering additional perks like discounts, educational content, or exclusive updates via email.

By using email strategically, you can provide value beyond the initial interaction—whether through reminders, personalized offers, or relevant health tips—keeping users engaged and encouraging them to return.

Bonuses offered via email communication vary widely, from discount codes to free trials and exclusive content, helping platforms build loyalty and drive conversions.