Case Study

About HospiceMD (hospicemd.com)

HospiceMD is an Electronic Medical Records (EMR) platform tailored to the needs of hospice and palliative care providers.

Designed to support the full clinical and administrative lifecycle, the platform is built with flexibility in mind—allowing teams to manage everything from documentation to billing in a single system.

While this open design gives users control, it also comes with challenges: users sometimes input bad data or struggle to understand the system's workflows.

The Challenge

Before UserView, supporting users who were entering incorrect data or navigating the system incorrectly was a major challenge—especially over the phone.

The team were providing support verbally, finding it especially difficult trying to walk new customers through the app.

The support team needed a better way to communicate with customers, resolve issues on the first call, and provide training when necessary.

They also needed to keep Protected Health Information (PHI) secure while maintaining a high-quality support experience.

The Solution: UserView Cobrowsing

HospiceMD implemented cobrowsing, integrating it directly with Zendesk to streamline support workflows.

When customers encounter an issue, support agents can initiate a session to view the user's screen in real time—allowing them to understand the issue immediately and, when necessary, use the typing tool to assist.

However, due to PHI concerns, the team avoids typing into the user's system unless absolutely necessary. Instead, they use UserView primarily as a visual guidance tool, enabling users to solve problems themselves while still benefiting from real-time assistance.

Customer Comfort and Ease of Use

The majority of HospiceMD's customers are comfortable with cobrowsing, especially after the team reassures them about Upscope's privacy and security controls.

Sessions are easy to initiate, and users don't need to download anything—another factor that keeps things frictionless.

While they intentionally keep the support code option small and less prominent—to encourage users to first try resolving things verbally—the team appreciates the ability to share a user's session by URL when needed, especially when customers have trouble finding the code.

Results

The results have been significant. Upscope has helped HospiceMD:

While the team doesn't track metrics formally, they shared that the impact is clear anecdotally: calls are more productive, customers are more satisfied, and agents are better equipped to do their jobs.

Conclusion

For HospiceMD, UserView has become an essential part of delivering high-quality support. It enables agents to better understand user issues, resolve them faster, and maintain trust in a healthcare setting where privacy and speed are equally important.

In their own words, the difference between helping a user blindly and guiding them visually is like night and day—and UserView has made that difference possible.