Every Second Counts: How Fullscript Keeps 710,000 Annual Support Interactions Fast, Consistent, and Human

Fullscript’s customer support team fields over 710,000 interactions a year. Calls, chats, emails, and texts from patients and healthcare providers who expect fast, empathetic, accurate responses every time. Keeping every agent efficient, on-brand, and genuinely human is Fullscript’s standard. 

Fullscript is on a mission to keep human connection in healthcare. The platform empowers healthcare providers to deliver the personalized care patients deserve by capturing clearer clinical insights, fueling smarter supplement plans, and promoting ongoing patient engagement. Fullscript is built around the full cycle of care, from diagnostics and lab results to personalized treatment plans to the ongoing adherence tools that keep patients and providers working together over time.

Founded in 2011, Fullscript is trusted by more than 125,000 providers across North America, from small independent practices to large healthcare networks. Today, its customer support organization of approximately 125 agents serves patients and providers across multiple channels.

Finding a tool that matched the mission

Fullscript had been using Magical for text expansion until the tool introduced AI features that made it incompatible with healthcare data requirements. In an industry where patient data protection is non-negotiable, Fullscript had to act fast.

“In healthcare, we have to be very careful with data. Our communications cannot be used to train models. It’s a big no across the board, and our legal teams are involved in every vendor review whenever there’s even a remote possibility,” explains Rachel Montgomery, Director of Knowledge Management for Fullscript.

Losing a text expansion tool without a replacement lined up was a morale problem as much as an operational one. “Those quick little time-saving measures of your favorite sign-offs or your introductions were gone,” explains Montgomery. 

Rachel found TextExpander through G2. Positive customer reviews were reinforced by an IT colleague who had used it in a previous job. What sealed the deal was the sales process, specifically the absence of pressure to over-buy.

“There was no push by TextExpander to have this maximum enterprise plan, which really would have slowed us down. But our agents were missing text expansion. Agent morale would have suffered without the right replacement in place,” explained Montgomery.

The must-have features that drove the decision:

• Single Sign-On (SSO) for IT-controlled user management, which is non-negotiable for a HIPAA-regulated environment
• Fill-in variables, especially dates and dropdown menus, for dynamic and personalized responses
• Simple, fast keystroke expansion that agents could pick up immediately

Speed, consistency, and a little personal flair

For Fullscript’s support agents, live chat is where TextExpander has been most valuable. With dozens of conversations happening simultaneously, every second shaved off a response compounds across the team and across the day. 

But speed is only part of the story. When new agents join Fullscript, they spend their second week of training learning the brand. They go over voice, tone, and how to communicate with patients and providers. TextExpander is introduced on the very same day. According to Mikayla Cunningham, Support Trainer, the pairing is intentional because she wants agents to understand not just what to say, but how to make it their own.

That balance between consistency and personality is built into Fullscript’s Snippet library structure. Organizational Snippets handle the non-negotiables, like approved language for HIPAA-sensitive situations, consumer complaint formats, and brand-critical messaging. Personal Snippets give agents room to be themselves, whether that’s a favorite sign-off or a signature greeting. The result is a support experience that feels human, even at scale.

The tool has also found a home beyond the agent level. Cunningham uses TextExpander for her own workflows, in welcome emails, training schedules, and cohort calendar descriptions. It’s a use case that grew organically as they found more places to save time. 

The team plans to continue streamlining their workflows with TextExpander by building out topic-based resource Snippets that bundle relevant support articles by subject, giving agents–especially newer ones–a faster path to the right answer in the moment. To keep the library sharp, the knowledge management team will continue to audit every Snippet twice a year, ensuring the language remains accurate, on-brand, and aligned with a platform that’s constantly evolving.

Fast enough to scale, human enough to matter

Fullscript’s support team has maintained an impressive 95.2% CSAT score, all while managing roughly 62,000 support interactions per month. Montgomery credits that consistency, in part, to the governance that TextExpander makes possible.

“Even though our platform continues to get more complex, our CSAT really hasn’t dropped, and I think that is through that brand governance, messaging governance that we have, but it’s through tools like TextExpander that continue to make that easy,” explains Montgomery.

But the impact Montgomery returns to most isn’t a number. It’s what the tool does for the people doing the work. High-volume support is repetitive by nature, and that repetition takes a toll over the course of a day, a week, a year.

“It removes a lot of the monotony, and that’s the real morale killer in support organizations,” she says.

TextExpander gives agents back the small moments of humanity that keep the work sustainable, and when you’re handling thousands of interactions a day, those moments matter.

“It makes them feel like they can do their job better. And I think that’s really important,” explains Cunningham.

One platform, one voice

From April 2025 through April 2026, Fullscript’s team expanded 455,358 Snippets, saving approximately 2,680 hours of typing time. That averages out to 355 working days that the team reclaimed while maintaining a consistent brand voice for their customers.

As their organization continues to grow, Montgomery sees TextExpander playing an expanded role. She has plans to open access to the sales enablement team so that customer-facing teams across the organization can tap into the same centralized content library that support has built. For any team considering the tool, Montgomery’s advice is simple: “If you want a robot, hire a robot. If you want a human, you need to give them access to be themselves. And TextExpander is a great way to do that. You have some automation, but you’re still allowing that personal flair.”