Outsourced support teams
Answering services
Unified CCaaS platform Voice, chat, QA, and workforce management — unified. Outsourced support teams
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AI and live agents handle patient onboarding, device pairing and portal access across voice, chat and email; clinical questions and integration work go to your own clinical and engineering teams.
how it plays out
Medical device connectivity failure
Video consultation quality issue
Patient portal access failure for medical records
Integration requests belong to your engineering team.
the team behind it
real members of the global team Patient and Device Support for HealthTech
65+ Languages
Follow-the-Sun Coverage
the part nobody prices in
A patient who cannot pair a device needs a different support path from a clinic requesting an integration. For technical support outsourcing, define which product guides agents may use and which failures go directly to engineering. A useful issue record includes the product version, device model, time of the error and the approved troubleshooting steps already attempted.
Configure HeroDash fields for device model, app version and issue category. Cascading choices can distinguish pairing, portal access and integration requests; format checks can help capture product references consistently. When a case moves into a waiting-for-reply status, a configured trigger can tag it and email the assigned agent. The timeline records the notification, while the product team remains responsible for investigating the defect.
Ask for sanitized error messages and reproduction steps under your information-handling policy. An agent can confirm whether an upload or connection succeeded using the approved status source. Clinical interpretation belongs to the care team. Requests to change an integration or release medical records follow the authorized engineering or access-review process, with the confirmed response returned to the user.
what comes off the call
Agree the required information and access permissions during setup.
questions
AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.
That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.
Include the permitted account reference, device and app versions, error time and sanitized reproduction steps. Record which approved checks have already been completed so engineering can continue the investigation without asking the user to repeat them.
Device readings go to the clinical team for interpretation. Integration changes go to the authorized engineering team. Scope the support team’s access and troubleshooting permissions during implementation, then document the approved handoff and customer response.
compliance
Every interaction with patient data follows healthcare privacy and security standards.
start
Share a pairing issue, portal-access request or integration enquiry and the guide your team uses to resolve it.