Pivoting in the Pandemic: How a Medical Software Leader Wins With Telehealthcare

DrChrono’s new video virtual health platform helps healthcare workers safely return to the ‘front lines’

“So many service providers are fighting for survival right now — they’re not thinking about growth or finding more value in their software solutions.”

DrChrono’s conversations with customers have changed significantly since the onset of the pandemic. “So many service providers are fighting for survival right now — they’re not thinking about growth or finding more value in their software solutions,” Pochop says. “We want to help customers figure out how to run their businesses as smoothly as possible during all of this uncertainty, and just keep their doors open. We can get back to growth and adoption conversations later.”

What kinds of healthcare do DrChrono customers specialize in, and how are they doing now during the pandemic?

We’ve got customers in all the practice group specialties, including allergy and immunology, ambulatory surgery centers, cardiology, dermatology, endocrinology, internal medicine, family medicine, gastroenterology, OBGYN, ophthalmology, optometry, orthopedics, sports and physical medicine, pain management, plastic surgery, psychiatry, urology, urgent care and emergency medicine, alternative medicine, chiropractic, physical therapy, podiatry, and mental health.

How are things going for you and DrChrono’s customer experience team since the onset of the pandemic?

We anticipated that we’d see a significant decrease in both support tickets and implementations because many of our customers could no longer see patients, but we’ve been pleasantly surprised that our volumes have been pretty consistent.

What are your team’s top priorities now — are they different than pre-COVID-19?

In support, we’re rolling out online chat. This was something that we were planning to do in 2020, but now that so many of our customers are on the front lines of COVID-19, it’s important that they’re able to get immediate answers to their questions. We’re already starting to see great adoption from customers who have early access.

What new ways of working have worked well for you and your team? Are there any particular approaches or kinds of messaging that you’ve found helpful when communicating with customers?

Our entire team has empathy in spades. Our customer base is incredibly passionate and has so many ideas about how to improve our software. Since we’ve shifted our focus, we’re having to have a lot of conversations about putting requests on hold. We’re trying to be as empathetic and transparent as possible, and we’re trying to help customers figure out how to work within the bounds of the issue for a little while longer.

Wendy Pochop’s top 3 tips to change customer service and support during the pandemic

1. Meet your customers where they are today

Our customers are fighting for their very survival, so we’re working hard to help them resume appointments and see their customers virtually. Understand what their “right now” goals are and provide them with all of the information and education they need to meet those goals.

2. Remove the barriers to your customers’ success

Our customers are on the front lines, fighting COVID-19, so we’re working hard to make their access to answers and help as easy as possible. We’re trying to remove any barriers that will slow them down — through things like chat answer bots, self-service onboarding and training, and more educational resources.

3. Listen to your customers

They’ll tell you what they need right now, and it’s important that you meet them where they are. Any plans that you had that aren’t focused on helping them survive and keep their businesses alive and income coming in the door can wait — they’ll still be there when the pandemic is over. And you’ll still have customers that are excited to work on those initiatives with you!

Head of Content, Jumble & Flow + Community Manager for Fable. Bylines in Abstract, Etsy, Minted, Pitchfork. Get my newsletter: jumbleandflow.com/newsletter

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