Case Study: Remedy achieves a 5-Star Patient Experience with Olark live chat

How Remedy uses live chat to make bookings and inquiries fast, easy and transparent

Remedy, an Austin-based virtual on-demand healthcare provider founded in 2015, set out to simplify a notoriously complex and slow industry by making appointments easy and transparent. Facing friction from phone- and email-based booking and a desire to better serve patient preferences, Remedy needed a more accessible, real-time way to answer questions and streamline scheduling.

Remedy implemented Olark live chat—using pre-chat forms, chat transcripts, canned responses, and co-browsing—to speed inquiries, protect privacy, and help agents resolve issues quickly. The result: thousands of five-star reviews (the most in Central Texas), many praising the chat experience, and a measurable lift in fast, easy, and accessible patient communication that supports Remedy’s core values.

Remedy

Justin Jaksha

Vice President of Marketing