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New Hope Fertility Center (NHFC), a global leader in human reproductive medicine in the US, implemented Hiver, a customer service solution for teams, to improve patient interaction and internal collaboration between teams. With Hiver, NHFC now provides 2x faster service over email and saves over 600 hours a month.
At NHFC, email serves as an important communication channel between the various teams and the patients. The nursing lab and billing departments interact with patients primarily via email – be it for providing medical instructions, giving the lab results, sending invoices, or answering billing-related queries.
With Hiver, all departments across the center have been able to collaborate more efficiently and provide better service to their patients. All team members now have a holistic view of all the patient emails and also have visibility into the status of every email. They can easily see whether an email has been resolved or is being worked on and can ensure no duplicate responses are sent out to patients. This does not require any manual work and can be accessed easily within Gmail.
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New Hope Fertility Centre Provides 2x Faster Customer Support with Hiver
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