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Telehealth

Patient support rebuild that cut cost-to-serve by a third

A fast-growing men's health brand saw support queues balloon as subscriptions grew, and CSAT was slipping.

Men's Telehealth Brand

Client

Men's Telehealth Brand

Timeline

8 weeks

Services

Customer service ops • SOPs and QA • Lifecycle support

Challenge

Subscription growth tripled ticket volume in six months. In-house agents were improvising answers, response times stretched past 24 hours, and refund-driven churn was climbing. The founders were spending evenings in the helpdesk instead of on the roadmap.

Approach

  • - Stood up a dedicated support pod with a lead and trained, health-literate agents.
  • - Documented SOPs, macros, and a clinical escalation path to licensed providers.
  • - Introduced QA scorecards and a weekly voice-of-customer report to the product team.

Outcomes

  • - First-response time dropped from 24 hours to under 4.
  • - CSAT improved from 78% to 94%.
  • - Cost-to-serve per subscriber fell by 33%.

"RxFormulas took over support and lifecycle in under a month. CSAT went up while our cost-to-serve dropped by a third."

Founder

Men's telehealth brand