AmWell is a leading telehealth platform, bringing together technology and services to provide better patient access to healthcare. They work with health systems and health plans across the United States to provide accessible care to 80 million patients.
Behind the scenes, Amwell’s support teams manage the technical, clinical, and operational infrastructure that powers the platform, so providers can reliably deliver care without disruptions. These teams interact daily with customers, end users, and internal stakeholders, managing thousands of cases monthly. Their work requires them to document sometimes complex technical issues clearly and professionally, in a fast-paced environment.
Seeking Accuracy and Consistency Across Shifts and Teams
Consistent documentation and language is important to Amwell, as the support teams work cross-functionally on many customer cases.
We need to make sure that we take down all the necessary information and that the next person who sees that information can also understand it clearly. It could be a simple request or it could be more technical like working with a client experiencing a tech issue, where we need to note what they are experiencing, who’s being impacted, and the severity of the issue. All of that needs to be documented very extensively and clearly, but also in a specific way.
Manager, Network Operations Center
Before TextExpander, the support teams used AutoHotKey shortcuts as templates for their communication and documentation. The challenge with AutoHotKey was that management couldn’t centrally control and update the templates used by support agents, which could potentially result in inconsistent information and errors.
When we would send out templates and have to rely on every member of the team to update their own templates, there was a chance of someone accidentally using an old version and sending out bad information.
Director, Support & Operations
A Smarter Way to Standardize Communication Across Support Teams
Looking for a better way to manage shared templates, ensure consistency and version control, and standardize the language used by support agents, Amwell found TextExpander. TextExpander allows users to easily insert text Snippets in any application from a library of custom content shared across their teams.
It gave the teams’ managers centralized control over the templates agents use and offered more scalable sharing of pre-written text Snippets. Snippets serve as the structure for their call logs, communications and documentation.
TextExpander has also had the unexpected benefit of speeding up onboarding for new support agents.
The very first thing agents do when managing a case is put in a TextExpander Snippet. It helps them understand what to ask and what to focus on. When we train new agents, one of the first things we do is show them TextExpander. It makes onboarding so much easier.
Manager, Network Operations Center
Clearer Communication, Faster Resolutions, Better Outcomes
TextExpander has transformed how Amwell’s support teams communicate and document their work, especially in moments that require both urgency and tact. In the past year, Amwell reported improvements in:
- Efficiency: Agents use Snippets to kick off and close documentation during and after calls. This reduces friction and eliminates repetitive typing—freeing them up to focus on resolving issues quickly.
- Consistency: Whether documenting an issue or escalating a technical problem, agents rely on standardized Snippets to ensure every detail is clear and accurate.
- Professionalism: Some conversations require careful phrasing. TextExpander helps agents communicate confidently, respectfully, and professionally.
- Versatility: The team even uses Snippets with embedded images for specific workflows, something no other tool they tested could support.
Amwell’s 69 support team members have saved an total of 555 working days (or 4,445 hours) by implementing TextExpander into their workflows in one year. That’s the equivalent of giving each team member 8 working days worth of time back to focus on providing exceptional service.
“It gives us that advantage of not having to worry about an agent accidentally saying the wrong thing. It really helps make sure that our team comes across in the best way possible.
Director, Support & Operations
In one year
371k
Snippets expanded
69
Active users
4,445
Hours saved
555
Work days saved
TextExpander has helped Amwell’s support teams work faster, communicate more clearly, and project a higher level of professionalism—all of which contribute to better outcomes for its clients.
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