As a company founded on cultivating healthy lives, it is nice to see Omada Health being rewarded with healthy growth.

Omada serves many companies by providing digital therapeutics and behavioral programs designed to tackle chronic disease and reduce healthcare costs.

As they learned from experience, the most valuable business-to-business software is designed to grow with you.

We sat down with Omada’s Director of Implementation, Christine, and Alycia from their success team in order to get an inside look at how a healthcare company provides outstanding customer support.

A HIPAA Compliant Help Desk

From day one, Omada took participant data incredibly seriously.

“We have always used HIPAA compliance as our bare minimum level of data security, not our maximum, and were not willing to compromise having the highest possible standards in place,” said Christine. “Of course, just our luck, there are hardly any HIPAA compliant help desks out there. And a lot of the solutions recommended by other companies in the Bay Area were not HIPAA compliant either.”

To make matters worse, integrating extra apps brought up the issue of compliance yet again. “We found that we had a lot of trouble with third parties; we couldn't have attachments and integrated apps that weren't HIPAA compliant, so we needed some key features built into the help desk,” she said. “We were researching a way to get reliable satisfaction metrics, and at the exact same time you guys released Happiness Ratings!”

Help Scout Happiness Ratings

Help Scout maintains ongoing compliance with the U.S. Health Insurance Portability and Accountability Act and is able to process, maintain, and store protected health information for any entities restricted by these regulations. Not exciting to all, but we knew it was very much needed for some.

“We were initially interested purely because we wanted to centralize our support in a HIPAA complaint way,” said Christine. “But we found that Help Scout also made a ton of sense for our other goals as well.”

With a large number of mailboxes and nearly 30 users actively working with Help Scout, the Omada team definitely grew into the app just fine.

Keeping the Personal Touch

Looking for a single point of contact to maintain inbox sanity and keep things friendly, the Omada search team, led by Christine and Adrian, found that not all support software is created equal.

Omada employs full-time health coaches who guide people and organizations through catered, technology-based health improvement programs. “The personal touch was something we simply couldn't lose,” said Christine. “The fact that Help Scout was built around this was one of the big clinchers when we decided to switch.”

By “switch,” Christine was referring to their first attempt at finding a solution. The unfortunate side effect of many help desks is that the customer experience becomes worse overnight. Customers encounter barriers instead of frictionless communication; every customer who starts a conversation has the fact that their “ticket” is being processed shoved in their face.

“Hey, why does this message have a stylized company link plastered at the bottom?“ This was the question stumping Adrian after trying out another solution. The best help desk is the one your customers don't even notice—design can become a hindrance when it disrupts the charm of a personal email.

Adrian took the issue to Christine, who decided to test out the exact same email in Help Scout. Adrian’s response?

“Awesome. I love that it’s indistinguishable from any other email I’d receive - no templates, tickets, or markings that might make people think it’s from a help desk.”

They were both impressed and excited by that.

There is something about a plain text email that is friendly and familiar. We send these emails to our friends, co-workers, and family members. We don't send them aggressively stylized, amorphous pamphlets that place design over function. I think Christine nails what simplicity in support is all about:

“It seems simple, but having it look just like any other e-mail means that it won't place a visual barrier between our customers and us. Now we have that feel of a personal conversation. That's really important to our company. We're a technology company, but we are adamant that what we do doesn't work if it doesn't have a human touch.“

Growing with Help Scout

As Scott Markovits of InVision first shared, the earliest teammates at any company are going to wear multiple hats.

“When you have 100 people, things move fast,“ she told us. “We have engineers now that assist our support team with helping customers when tasks get too technical. With all of our current users, only three of them are actually full-time members of the support team. The rest are executives, engineers, marketing and sales, HR—all of them are using Help Scout.“

Whole Company Support offers many benefits. When everyone in the company is involved in customer support, it changes the support dynamic significantly. Knowledge about issues, bugs, and features is much more widespread throughout the team, and there’s a unified front instead of a siloed support department.

The biggest win for the Omada team as they grew, in Christine's opinion, was the ability to Tag conversations and then use Reports to actually get a handle on how well support was doing.

“The tagging system is wonderful,“ she said. “It really helps us stay aligned and get clarity when certain trends come up. It helps us identify bugs more quickly.“ Christine also relayed that the Omada team loves using tons of automated Workflows, as they allow the team to effortlessly use tags without the burden of doing it manually. Why the interest? To help make Reports even more useful.

The last feature Omada eased into was Help Scout Docs. With their eye on improving First Contact Resolution Rates, they looked to see where they could get proactive.

“With Tags and Reports in hand, one thing that we've decided to focus on is our FCR,“ she explained. “Without losing that human aspect, we've challenged ourselves to think about other ways that we can improve that metric. One of the ways at the top is, of course, anticipating what questions someone is going to ask next using our knowledge base articles and get people help before they have to ask. It's such a great feature to have.“

When we hear that companies like Omada are able to streamline their conversations, maintain a personal touch with their customers, and communicate clearly within their support team, all while remaining HIPAA compliant, we couldn’t be happier. Thanks to the folks at Omada for sharing their success story—we count it a success as well.

Gregory Ciotti

About the author: Gregory Ciotti is on the marketing team at Help Scout, the invisible help desk software.