# Customer Support * **Definition:** A service model in healthcare that provides continuous assistance to customers, ensuring their needs and issues are addressed promptly, often through live interaction or technological solutions, to enhance satisfaction and facilitate effective use of healthcare products and services. * **Taxonomy:** CTO Topics / Customer Support ## News * Selected news on the topic of **Customer Support**, for healthcare technology leaders * 23K news items are in the system for this topic * Posts have been filtered for tech and healthcare-related keywords | Date | Title | Source | | --- | --- | --- | | 5/22/2025 | [**China Shows Off Its Tech Advances Amid Huawei Tensions - Bloomberg**](https://www.bloomberg.com/news/videos/2025-05-22/china-shows-off-its-tech-advances-amid-huawei-tensions-video) | [[Bloomberg]] | | 5/22/2025 | [**Lloyds and Nationwide to use UK finance sector LLM - Computer Weekly**](https://www.computerweekly.com/news/366624472/Lloyds-and-Nationwide-to-use-UK-finance-sector-LLM) | [[Computer Weekly]] | | 4/24/2025 | [**12 Proven Tips on How To Make Money With ChatGPT - AOL.com**](https://www.aol.com/12-proven-tips-money-chatgpt-182244647.html?utm_source=flipboard&utm_content=topic/chatgpt) | [[AOL]] | | 4/18/2025 | [**Cognizant Expands Partnership with Docusign to Enhance Customer Support and Drive ...**](https://www.prnewswire.com/news-releases/cognizant-expands-partnership-with-docusign-to-enhance-customer-support-and-drive-digital-transformation-302430833.html) | [[PR Newswire]] | | 4/16/2025 | [**'Getting Instagram to fix my account was almost traumatising' - AOL.com**](https://www.aol.com/getting-instagram-fix-account-almost-230206680.html) | [[AOL]] | | 4/14/2025 | [**Cloud AI Market is expected to generate a revenue of USD 393.44 Billion by 2032, Globally ...**](https://www.prnewswire.com/news-releases/cloud-ai-market-is-expected-to-generate-a-revenue-of-usd-393-44-billion-by-2032--globally-at-30-1-cagr-verified-market-research-302427536.html) | [[PR Newswire]] | | 4/11/2025 | [**Cloud AI Market is expected to generate a revenue of USD 393.44 Billion by 2032, Globally ...**](https://www.prnewswire.com/news-releases/cloud-ai-market-is-expected-to-generate-a-revenue-of-usd-393-44-billion-by-2032--globally-at-30-1-cagr-verified-market-research-302426565.html) | [[PR Newswire]] | | 4/9/2025 | [**Zahoree Has Built a Global Customer Support (CX) Powerhouse for Mid-Sized and Growing Businesses**](https://markets.businessinsider.com/news/stocks/zahoree-has-built-a-global-customer-support-cx-powerhouse-for-midsized-and-growing-businesses-1034566587) | [[Business Insider Markets]] | | 3/31/2025 | [**Where health system IT dollars will go next - Becker's Hospital Review - Healthcare News & Analysis**](https://www.beckershospitalreview.com/ai/where-health-system-it-dollars-will-go-next/) | [[Beckers Hospital Review]] | | 3/31/2025 | [**IPO-bound Chime hopes to boost growth by paying higher interest rates - TechCrunch**](https://techcrunch.com/2025/03/31/ipo-bound-chime-hopes-to-boost-growth-by-paying-higher-interest-rates/) | [[TechCrunch]] | | 3/31/2025 | [**TransPerfect's GlobalLink Named Leader in Enterprise Translation Management in G2 ...**](https://finance.yahoo.com/news/transperfect-globallink-named-leader-enterprise-130000679.html) | [[Yahoo Finance]] | | 3/13/2025 | [**MedTrainer's Award-Winning Customer Support Team Sets a New Standard in Customer Care**](https://www.prweb.com/releases/medtrainers-award-winning-customer-support-team-sets-a-new-standard-in-customer-care-302399470.html) | [[PRWeb]] | | 3/12/2025 | [**Two tech leaders engage in fierce chess match over hot AI startup - TheStreet**](https://www.thestreet.com/technology/two-tech-leaders-engage-in-fierce-chess-match-over-hot-ai-startup-) | [[TheStreet]] | | 3/12/2025 | [**Motivity Secures $27M to Advance AI-Driven ABA Therapy Solutions**](https://hitconsultant.net/2025/03/12/motivity-secures-27m-to-advance-ai-driven-aba-therapy-solutions/) | [[HIT Consultant]] | | 2/21/2025 | [**Fortune 500 Power Moves: Which executives gained and lost power this week**](https://fortune.com/2025/02/21/fortune-500-power-moves-feb-15-21/) | [[Fortune]] | | 2/18/2025 | [**Trump Wants Ukraine's Minerals But What Exactly Does It Have? - Bloomberg Law News**](https://news.bloomberglaw.com/health-law-and-business/trump-wants-ukraines-minerals-but-what-exactly-does-it-have) | [[Bloomberg Law]] | | 12/17/2024 | [**Wyze Labs Expands AI Capabilities with LiveX AI, Achieving Industry-Leading Customer ...**](https://www.prnewswire.com/news-releases/wyze-labs-expands-ai-capabilities-with-livex-ai-achieving-industry-leading-customer-service-excellence-302333216.html) | [[PR Newswire]] | | 12/12/2024 | [**ChristianaCare names new VP of IT**](https://www.beckershospitalreview.com/hospital-executive-moves/christianacare-names-new-vp-of-it.html) | [[Beckers Hospital Review]] | | 10/28/2024 | [**Support Services Market to grow by USD 391.7 Billion from 2024-2028, driven by rising ...**](https://www.prnewswire.com/news-releases/support-services-market-to-grow-by-usd-391-7-billion-from-2024-2028--driven-by-rising-demand-from-the-aviation-industry-and-ai-powered-market-transformation---technavio-302287476.html) | [[PR Newswire]] | | 8/26/2024 | [**2 investment areas in AI that people will be 'very bullish' on in the future, according to a VC**](https://www.msn.com/en-us/money/other/2-investment-areas-in-ai-that-people-will-be-very-bullish-on-in-the-future-according-to-a-vc/ar-AA1ptckg?ocid=finance-verthp-feeds) | msn.com | | 8/23/2024 | [**Lingo Telecom Issues Statement on FCC Matter - PR Newswire**](https://www.prnewswire.com/news-releases/lingo-telecom-issues-statement-on-fcc-matter-302229138.html) | [[PR Newswire]] | | 7/25/2024 | [**Hacked, leaked, exposed: Why you should never use stalkerware apps**](https://techcrunch.com/2024/07/25/hacked-leaked-exposed-why-you-should-stop-using-stalkerware-apps/) | [[TechCrunch]] | | 7/23/2024 | [**Monarch Tractor raises Series C megaround**](https://www.bizjournals.com/sanfrancisco/inno/stories/fundings/2024/07/23/monarch-tractor-raises-series-c-megaround.html) | [[The Business Journals]] | | 7/16/2024 | [**United States Healthcare BPO Market Advancements Highlighted by Report Analysis, Size ...**](https://www.whatech.com/og/markets-research/medical/857204-united-states-healthcare-bpo-market-report-analysis-size-share-2024-32) | whatech.com | | 7/16/2024 | [**Hacked, leaked, exposed: Why you should never use stalkerware apps - TechCrunch**](https://techcrunch.com/2024/07/16/hacked-leaked-exposed-why-you-should-stop-using-stalkerware-apps/) | [[TechCrunch]] | ## Topic Overview (Some LLM-derived content — please confirm with above primary sources) ### Key Players - **Zendesk**: Known for its customer support solutions that enhance interaction efficiency. - **Talkdesk**: Recognized for advanced customer support technology that improves customer experiences. - **GoTo**: A provider of remote support software essential for meeting customer needs and providing seamless support. - **ServiceNow**: A leading software platform for enterprise service management, enhancing customer support through automation. - **Zahoree**: A customer support outsourcing company focusing on AI-driven customer experience solutions. - **Amazon**: Provides AI tools for customer support, focusing on automation and personalized interactions. - **Microsoft**: Offers AI-driven customer support solutions, leveraging its Azure cloud platform for enhanced service delivery. - **MedTrainer**: A provider of healthcare workforce compliance solutions recognized for exceptional customer support. - **Simple Interact**: Offers a patient intake management platform recognized for its customizability and customer support, enhancing healthcare organizations' productivity. - **3CLogic**: An AI-powered cloud contact center solution that integrates with ServiceNow to enhance customer experience. - **AngelEye Health**: Focuses on family engagement technology in pediatric and neonatal care, enhancing customer support through innovative solutions. - **Google**: Competes in the conversational AI space, focusing on improving customer service through advanced AI technologies. - **CaryHealth**: A provider of healthcare AI solutions, showcasing its OneDash platform to automate clinical processes and enhance customer support. - **BioPharmCatalyst**: Provider of resources for biotech investors, recently launched an AI-powered chatbot for enhanced customer interactions. - **IBM**: A major player in the conversational AI market, providing solutions that enhance customer engagement and support. - **Splashtop**: Recognized for its remote desktop and support solutions, enhancing customer satisfaction and remote work capabilities. - **Star Health Insurance**: A health insurance provider leading digital transformation to improve customer satisfaction and operational efficiency. - **athenahealth**: A healthcare technology company focusing on enhancing customer support and maximizing ROI for clients. ### Partnerships and Collaborations - **Pfizer and Healthcare Professionals**: PfizerForAll connects patients with healthcare professionals for improved customer support and service delivery. - **Writesonic and Microsoft**: Partnered to enhance AI-driven business solutions, integrating Microsoft Azure's cloud infrastructure to improve customer support capabilities. - **Wyze Labs and LiveX AI**: This partnership has significantly improved customer support efficiency, increasing self-service rates from 60% to 88%. - **Edgecore Networks and Aprecomm**: Partnered to offer a bundle that includes Wi-Fi optimization software, enhancing customer support infrastructure. - **CaryHealth and NCQA**: CaryHealth sponsors the NCQA conference to showcase its AI-powered OneDash platform aimed at improving customer support. - **3CLogic and ServiceNow**: This collaboration provides a centralized platform that integrates AI-driven contact center capabilities, enhancing operational efficiency. - **Lumen and Google Cloud**: This partnership aims to enhance network capabilities and customer support through AI-powered systems. - **1upHealth and FHIR**: 1upHealth emphasizes its role in FHIR interoperability to facilitate data access and sharing, enhancing customer support capabilities. - **Helpware and Unicsoft**: The acquisition aims to enhance Helpware's capabilities in IT and software development, particularly in generative AI. - **Argosy Healthcare Partners and Connect Life Sciences**: Partnership formed to enhance recruitment capabilities in the healthcare sector. - **SEQSTER PDM Inc. and Antidote Technologies**: Partnered to enhance patient identification for clinical trials, improving recruitment and engagement. - **Motivity**: Secured a $27 million investment from Five Elms Capital to enhance product innovation and support for ABA providers. - **Fanhua Inc. and Shanghai Biotecan Pharmaceuticals**: Strategic cooperation to provide advanced medical testing and health management services. - **Innovaccer and P3 Health Partners**: Collaborating to enhance value-based care initiatives aimed at improving patient outcomes and optimizing costs. - **Verisma and Olah Healthcare Technology**: Verisma's acquisition of Olah aims to enhance patient data management and regulatory compliance. ### Innovations, Trends, and Initiatives - **Remote Support Software**: Tools like GoTo Rescue and GoTo Resolve are crucial for providing seamless customer support in a technology-driven environment. - **Cloud Solutions for Customer Support**: Healthcare SMEs are prioritizing cloud solutions to enhance customer support, leading to improved patient care and operational efficiency. - **AI-Driven Customer Support Technologies**: Technologies such as case management, knowledge management, and AI-driven support are being adopted to improve efficiency and customer satisfaction. - **AI-Driven Customer Support**: Healthcare organizations are increasingly integrating AI technologies to enhance customer support, streamline workflows, and improve patient engagement. - **AI Integration**: The integration of AI in customer support is transforming interactions through advanced ticket routing, predictive analytics, and real-time data processing. - **AI and NLP in Customer Support**: The increasing adoption of AI and natural language processing technologies is revolutionizing customer service, particularly through chatbots that provide 24/7 support. - **Generative AI in Customer Support**: Generative AI is being integrated into customer support platforms to enhance service delivery and improve customer engagement. - **AI in Customer Support**: AI is transforming healthcare customer experience by addressing unique challenges and enhancing personalized interactions. - **AI-Powered Solutions**: The adoption of AI technologies in customer support is transforming service delivery, enabling faster response times and personalized experiences. - **Customer Satisfaction Metrics**: MedTrainer achieved a customer satisfaction score of 4.79 out of 5 and a first-call resolution rate of 90%, showcasing the importance of effective customer support in healthcare. - **Shift to Customer Experience**: The transition from 'customer service' to 'customer experience' emphasizes enhancing interactions and overall satisfaction. - **AnyChat**: A tool that allows developers to access and switch between various large language models, enhancing flexibility in AI interactions for customer support. - **AI-Powered Chatbots**: BioPharmCatalyst's Aiden chatbot enhances customer interactions by providing personalized support. - **Generative AI Adoption**: The adoption rate of generative AI in customer support has surged, with organizations implementing this technology to enhance workflows. - **Cloud Computing**: Cloud solutions are essential for healthcare organizations to optimize operations and improve customer support through scalable infrastructure. - **Low Code PaaS**: Low Code platforms are streamlining workflow automation, improving customer support through tools that facilitate seamless connectivity with existing IT systems. - **Omnichannel Communication Solutions**: Infobip's solutions improve patient loyalty and satisfaction while reducing operational costs for healthcare providers. - **Service Delivery Automation (SDA)**: SDA is being utilized to optimize service delivery by automating repetitive tasks, improving efficiency in healthcare. ### Challenges and Concerns - **Customer Satisfaction**: The challenge of maintaining high customer satisfaction levels amidst increasing automation and AI integration in support services. - **Data Security**: Concerns regarding data breaches in customer support systems highlight the need for robust security measures to protect sensitive information. - **Integration Complexities**: Healthcare providers face challenges in integrating new customer support technologies with existing systems, which can hinder effective implementation. - **Data Privacy**: As organizations adopt AI-driven customer support solutions, concerns regarding data privacy and compliance with regulations are paramount. - **Integration Complexity**: The integration of new technologies into existing systems can pose challenges, requiring careful planning and execution to ensure seamless customer support. - **Data Security and Privacy**: Concerns regarding the protection of patient data and the ethical use of AI in customer support. - **Cybersecurity**: With increasing reliance on technology, businesses must prioritize cybersecurity to protect customer data and maintain trust. - **Complex Emotional Queries**: Despite the efficiency of chatbots, they struggle with complex emotional queries, necessitating ongoing development in AI and NLP. - **Balancing Human and Automation**: While patients prefer human interaction for medical advice, there is a need to integrate AI to enhance experiences. - **Data Privacy and Security**: The implementation of chatbots raises significant concerns regarding data privacy and security, requiring investments in secure environments. - **Data Security and Compliance**: Healthcare organizations face risks such as data breaches and unauthorized access, necessitating robust ECM solutions. - **Operational Efficiency**: Healthcare providers must balance improving patient experiences with managing costs and operational workloads. - **Regulatory Compliance**: Healthcare organizations face challenges in ensuring compliance with regulations while implementing new technologies. - **Human Oversight**: Despite advancements in automation, human oversight is essential to ensure ethical and effective use of AI technologies. - **Adoption Barriers**: Many businesses face challenges in adopting AI technologies due to regulatory compliance and security concerns. - **Data Privacy and Compliance**: As AI and telehealth technologies advance, concerns regarding data privacy and regulatory compliance remain significant. ## Related Topics [[Client Support]]