Case Study: Amwell achieves faster, more consistent support documentation with TextExpander

Amwell saves 4,445 hours with TextExpander

Amwell, a leading telehealth platform, faced a challenge in ensuring consistent and accurate communication across its support teams. Their previous system, using AutoHotKey shortcuts, lacked centralized control, which risked agents sending outdated information and created template chaos. To solve this, they implemented TextExpander.

Using TextExpander, Amwell’s managers gained centralized control over a library of text Snippets, standardizing documentation and communication. The solution saved 4,445 hours (555 work days) in one year, sped up agent onboarding, and eliminated errors. TextExpander helped 69 agents communicate more professionally and efficiently, giving each agent back an estimated 8 working days per year.

Amwell