Case Study: Shiftmed Improves CSAT and Reduces Handle Time with Cobrowse.io

Cobrowse provides Shiftmed with a differentiated user experience, accelerating onboarding and user adoption

Shiftmed, a healthcare workforce management solutions provider, needed to improve the user onboarding and support experience for its over 350,000 healthcare professionals. The significant challenge was to reduce friction while strictly adhering to HIPAA data security regulations within their mobile app environment. They sought a solution from Cobrowse that would offer robust, secure co-browsing to accelerate adoption and provide effective support.

Cobrowse implemented its HIPAA-compliant co-browsing solution, which integrated seamlessly with Shiftmed's hybrid mobile app and existing CRM. The tool provided agents with real-time visibility into user issues, default redaction of sensitive data, and helpful annotation features. This resulted in a 10% improvement in customer satisfaction (CSAT) scores and a 30% reduction in average handle time (AHT), making the support process both more effective and efficient.

Shiftmed

Clayton Panzeri

Director of Support