HealthStream helps healthcare organizations take care of their greatest asset: their people.

It was looking for a way to create more personal relationships with customers who are primarily nurses and healthcare professionals. It wanted to give them convenient, accessible support for its training & learning management, talent management, performance assessment and managing simulation-based education products.

HealthStream decided to get social with its support model. Here are three quick tips from this case study you can pick up from HealthStream to drop your support costs and improve your customer relationships:

• Help customers help each other: HealthStream jumped off the support treadmill. Rather than answering the same questions over and over on the phone, customers can ask and answer questions. All these solutions are captured as tribal knowledge for future. Of course, customers can still call the support center, but now they have an additional, convenient avenue for support, which is saving HealthStream time and cutting down on support costs. 
• Incorporate videos into training: Customers like to access rich media and content to learn how to use your products at the same time that they watch a how to demo.
• Encourage customers to network: Customers get training and product support quickly in the community, and it also connects fellow customers (nurses and healthcare professionals) to one another. They can post and search for jobs, get tips from fellow peers and ultimately learn how to do their jobs better, which is a significant value add for customers using your products.

Download the case study to pick up some more customer support tips from HealthStream.