Case Study: PatientSky achieves faster product-led growth — more contextual feedback, referrals, and reduced support burden — with Appcues

How PatientSky gathered feedback, announced updates, and reduced support burden by 30%

PatientSky is a Norwegian healthcare IT company used by roughly 80% of Norwegian doctors, facilitating millions of patient interactions and appointments. Their challenge was engaging busy healthcare professionals more effectively—email campaigns had low open and response rates (under 37%) and sales were spending time cold-calling for referrals—so they needed a more contextual, timely way to gather feedback, announce updates, and drive adoption.

By embedding Appcues into the product, PatientSky deployed targeted NPS surveys, in-app referral asks, update announcements, a 9-step demo tutorial, and contextual hotspots. Results included 55% completion on detractor follow-ups, two references in the first week of the referral flow, ~20% feedback on update announcements, 74% acknowledgement via the widget, 88% of users trying the demo and ~80% of them giving demo feedback, and a ~30% drop in daily support inquiries (from ~70 to ~50), with support time focused on higher-value issues—effectively turning the product into their primary engagement channel.

PatientSky

Iselin Johnsen

Product Manager