As one of New Jersey’s largest integrated healthcare networks, this leading provider serves over three million patients annually. With operations spanning multiple hospitals, clinics, and care centers, seamless IT and service support are mission-critical to ensuring uninterrupted clinical and administrative functions.
Despite success in broader IT support,the live chat channel was underperforming. Usage had dropped, satisfaction was slipping, and wait times were frustrating end users.
Key issues included:
• Declining chat volumes and low satisfaction scores
• Extended wait times and limited-service hours (8 AM–5 PM, weekdays)
• Chat handled as a secondary task
• Lack of specialized knowledge among responders
The result was a stagnant support channel, failing to deliver the responsiveness and reliability expected in a modern healthcare environment. The client needed to revive live chat as a dynamic, 24/7 engagement channel—efficient, empathetic, and scalable.
