Enabled Therapists With In-App Guidance and On-Demand Support on Its Virtual Healthcare App

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A virtual mental health service provider faced challenges in onboarding and supporting a rapidly expanding network of therapists due to increased demand during COVID-19. By implementing Whatfix’s in-app guidance and support, the company improved therapist self-sufficiency, reduced support costs, and refocused on providing quality patient care.

The demand for the virtual mental health service grew exponentially due to COVID-19, requiring the company to expand its therapist network from 200 to 2000 in a short period. This rapid expansion presented significant training challenges for onboarding new therapists to the platform. The existing onboarding process relied on live, one-on-one training sessions, which were not scalable for a 10x increase in providers and lacked adequate user documentation and support content for therapists. As a result, the company had to divert its focus from patient care to therapist onboarding, with 80% of internal team meetings focused on system issues rather than improving patient care. The low adoption of the platform by therapists negatively impacted treatment effectiveness, provider-to-patient communication, and the ability of therapists to update patient charts correctly.

Whatfix was used to create in-app Flows that provided step-by-step guidance for therapists on the platform's key features, tasks, and workflows. An in-app resource center with Self Help was also deployed, overlaying the mental health application to support therapists with on-demand access to help content. Smart Tips were triggered based on user actions to remind therapists to send follow-up messages to patients, enhancing engagement between sessions.