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At Hinge Health, Great Member Care Hinges on Freshworks-Powered Support
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font-size="16" class="sc-b323b31-0 eeQryB">Modern and intuitive IT service management</span></div></div></a></li><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://www.freshworks.com/customer-service-suite/" tabindex="0" data-submenulabel="Freshdesk Omni" data-navlabel="Products" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">Freshdesk Omni</span><span font-size="16" class="sc-b323b31-0 eeQryB">The all-in-one solution, boosted with generative AI</span></div></div></a></li><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://www.freshworks.com/crm/sales/" tabindex="0" data-submenulabel="Freshsales" data-navlabel="Products" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">Freshsales</span><span font-size="16" class="sc-b323b31-0 eeQryB">Drive revenue and productivity with the easy-to-use AI-powered CRM</span></div></div></a></li><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://www.freshworks.com/live-chat-software/" tabindex="0" data-submenulabel="Freshchat" data-navlabel="Products" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">Freshchat</span><span font-size="16" class="sc-b323b31-0 eeQryB">AI-powered bots and live chat across every messaging channel</span></div></div></a></li><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://www.freshworks.com/crm/marketing/" tabindex="0" 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dufICl">Latest innovations</span><span font-size="16" class="sc-b323b31-0 eeQryB"></span></div></div></a></li></ul></div></div><div class="sc-ace17a57-0 buDNyn"><div width="unset" class="sc-ace17a57-0 fXrtqy"><ul class="sc-ace17a57-0 sc-322e3e9e-1 faNlXb GSFYq"><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://www.freshworks.com/apps/" tabindex="0" data-submenulabel="App marketplace" data-navlabel="Platform" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">App marketplace</span><span font-size="16" class="sc-b323b31-0 eeQryB"></span></div></div></a></li><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://developers.freshworks.com/" tabindex="0" data-submenulabel="Developers" data-navlabel="Platform" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">Developers</span><span font-size="16" class="sc-b323b31-0 eeQryB"></span></div></div></a></li><li height="auto" class="sc-6293d692-0 hMwAcz"><a href="https://www.freshworks.com/platform/technology-alliances/" tabindex="0" data-submenulabel="Technical alliances" data-navlabel="Platform" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"></div><span font-size="18" font-weight="semiBold" class="sc-b323b31-0 dufICl">Technical alliances</span><span font-size="16" class="sc-b323b31-0 eeQryB"></span></div></div></a></li></ul></div></div><div class="sc-ace17a57-0 kILqLL"><div width="unset" class="sc-ace17a57-0 fXrtqy"><span font-size="24" font-weight="semiBold" class="sc-b323b31-0 dTglAG">What's new</span><ul class="sc-ace17a57-0 sc-322e3e9e-1 dJNjBn GSFYq"><li height="100%" class="sc-6293d692-0 bTqxOQ"><a href="https://www.freshworks.com/product-launches/?tactic_id=6778534&utm_source=Whatsnew&utm_medium=homepage" tabindex="0" data-submenulabel="Freddy AI Agent has arrived" data-navlabel="Platform" class="sc-f0622e46-0 wBFVg"><div height="100%" display="none" class="sc-ace17a57-0 gYGwZc"><div width="284px" class="sc-ace17a57-0 hxHiUJ"><div class="sc-ace17a57-0 biWRWd"><div width="fit-content" height="fit-content" class="sc-6293d692-0 sc-fa706f9-0 bDLIOO"><span style="box-sizing:border-box;display:inline-block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative;max-width:100%"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;max-width:100%"><img 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aria-label="https://www.freshworks.com/customers/">CUSTOMER STORIES</a></span><h1 class="sc-4555ca6a-0 cubxcQ">At Hinge Health, great patient care hinges on Freshworks-powered support</h1><div font-size="20" class="sc-ace17a57-0 kwbWHz"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">Freshworks delivers ‘game-changing’ service and support for members dealing with back and joint pain</p></div></div><div width="100%" class="sc-ace17a57-0 sc-3a3f4966-0 eMOqhN"><div width="fit-content" height="fit-content" class="sc-6293d692-0 sc-fa706f9-0 bDLIOO"><span style="box-sizing:border-box;display:inline-block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative;max-width:100%"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;max-width:100%"><img style="display:block;max-width:100%;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0" alt="" aria-hidden="true" src="data:image/svg+xml,%3csvg%20xmlns=%27http://www.w3.org/2000/svg%27%20version=%271.1%27%20width=%271220%27%20height=%271220%27/%3e"/></span><img alt="" src="https://dam.freshworks.com/m/1ef95da3c88f0e0b/original/Hero_Hinge-Health.webp" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%"/></span></div></div></div></div></div></section><section id="customerstoryhingehealthcustomerstorystats" data-target-id="customerstoryhingehealthcustomerstorystats" width="100%" class="sc-ace17a57-0 sc-fe753677-1 TcDJe"><div width="100%" class="sc-6293d692-0 sc-fe753677-0 brPMqe"><div width="100%" class="sc-6293d692-0 ldKWYL"><div width="100%" class="sc-662dedcb-0 bZJCMX"><div width="100%" class="sc-ace17a57-0 eBfQBi"><span font-weight="bold" font-size="48" aria-labelledby="30IQJWnDy7Eq5OO8FhsdSr" class="sc-b323b31-0 bqjsHT">92%</span><span id="30IQJWnDy7Eq5OO8FhsdSr" font-size="18" class="sc-b323b31-0 gulHSG">SLA compliance on response time</span></div><div width="100%" class="sc-ace17a57-0 eBfQBi"><span font-weight="bold" font-size="48" aria-labelledby="1dcX5w173KHIPKalHn76RR" class="sc-b323b31-0 bqjsHT">+3,685%</span><span id="1dcX5w173KHIPKalHn76RR" font-size="18" class="sc-b323b31-0 gulHSG">Ticket volume increase over four years </span></div><div width="100%" class="sc-ace17a57-0 eBfQBi"><span font-weight="bold" font-size="48" aria-labelledby="71CZ3RIoWTT4dSewFU62iL" class="sc-b323b31-0 bqjsHT">85%</span><span id="71CZ3RIoWTT4dSewFU62iL" font-size="18" class="sc-b323b31-0 gulHSG">CSAT</span></div></div></div></div></section><section id="componenttestimonialandhighlights" data-target-id="componenttestimonialandhighlights" width="100%" class="sc-ace17a57-0 sc-fe753677-1 TcDJe"><div width="100%" class="sc-6293d692-0 sc-fe753677-0 brPMqe"><div width="100%" class="sc-ace17a57-0 bzkvrV"><div width="100%" class="sc-ace17a57-0 cyvSzu"><div font-size="24" class="sc-b323b31-0 iPpJxL"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">"Freshdesk has helped us install more efficient workflows and processes while still maintaining HIPAA compliance. It has been a game-changer for agents and members."</p></div><div class="sc-ace17a57-0 jYOqZj"><div class="sc-6293d692-0 sc-a70c8318-0 eNMhGa jKXYis"><div width="fit-content" height="fit-content" class="sc-6293d692-0 sc-fa706f9-0 bDLIOO"><span style="box-sizing:border-box;display:inline-block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative;max-width:100%"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;max-width:100%"><img style="display:block;max-width:100%;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0" alt="" aria-hidden="true" src="data:image/svg+xml,%3csvg%20xmlns=%27http://www.w3.org/2000/svg%27%20version=%271.1%27%20width=%2764%27%20height=%2764%27/%3e"/></span><img alt="Mahmoud Shehadeh" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="Mahmoud Shehadeh" srcSet="/_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F474f3ba63c10a63b%2Foriginal%2FHinge-Health-logomark.webp&w=64&q=75 1x, /_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F474f3ba63c10a63b%2Foriginal%2FHinge-Health-logomark.webp&w=128&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F474f3ba63c10a63b%2Foriginal%2FHinge-Health-logomark.webp&w=128&q=75" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" loading="lazy"/></noscript></span></div></div><div font-size="18" class="sc-ace17a57-0 bLXSoD"><span font-weight="bold" class="sc-b323b31-0 kmmXqp">Mahmoud Shehadeh</span><span class="sc-b323b31-0 eKXBwV">Director of Member Support</span></div></div></div><div width="100%" font-size="18" class="sc-ace17a57-0 sc-4af53d2-0 iKOQgN YOa-dZ"><h4 class="sc-4555ca6a-0 cYBlSV">Business challenge</h4><ul class="sc-ace17a57-0 sc-b0fbbdb9-1 dYiJfI DrYJe"><li class="sc-b0fbbdb9-7 eapyzu"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">Members had difficulty accessing timely care through the app</p></li><li class="sc-b0fbbdb9-7 eapyzu"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">No centralized tracking led to queries being missed entirely</p></li></ul><h4 class="sc-4555ca6a-0 cYBlSV">Business outcome</h4><ul class="sc-ace17a57-0 sc-b0fbbdb9-1 dYiJfI DrYJe"><li class="sc-b0fbbdb9-7 eapyzu"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">Streamlined support operations and workflows</p></li><li class="sc-b0fbbdb9-7 eapyzu"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">Boosted efficiency in handling member inquiries</p></li><li class="sc-b0fbbdb9-7 eapyzu"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">Maintained high customer satisfaction during rapid growth</p></li><li class="sc-b0fbbdb9-7 eapyzu"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">Lowered first-response times from hours to minutes</p></li><li class="sc-b0fbbdb9-7 eapyzu"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">Ensured HIPAA compliance while handling health information</p></li></ul></div></div></div></section><section id="customerstoryhingehealthcustomerstory" data-target-id="customerstoryhingehealthcustomerstory" width="100%" class="sc-ace17a57-0 sc-fe753677-1 TcDJe"><div width="100%" class="sc-6293d692-0 sc-fe753677-0 brPMqe"><div display="flex" class="sc-ace17a57-0 furzJR"><div class="sc-ace17a57-0 daoOIL"><div height="" class="sc-ace17a57-0 evCfwt"><div id="entity-customer-container" class="sc-ace17a57-0 bACgct"><div height="100px" class="sc-ace17a57-0 dewmKo"><div width="fit-content" height="fit-content" class="sc-6293d692-0 sc-fa706f9-0 bDLIOO"><span style="box-sizing:border-box;display:inline-block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative;max-width:100%"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;max-width:100%"><img style="display:block;max-width:100%;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0" alt="" aria-hidden="true" src="data:image/svg+xml,%3csvg%20xmlns=%27http://www.w3.org/2000/svg%27%20version=%271.1%27%20width=%27230%27%20height=%27100%27/%3e"/></span><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:contain"/><noscript><img alt="" srcSet="/_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F452078895c3b28a7%2Foriginal%2FSiderail_Hinge-Health.webp&w=256&q=75 1x, /_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F452078895c3b28a7%2Foriginal%2FSiderail_Hinge-Health.webp&w=640&q=75 2x" src="/_next/image/?url=https%3A%2F%2Fdam.freshworks.com%2Fm%2F452078895c3b28a7%2Foriginal%2FSiderail_Hinge-Health.webp&w=640&q=75" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:contain" loading="lazy"/></noscript></span></div></div><div class="sc-ace17a57-0 sc-a3ab6f3d-0 daWPXK ivzLPo"><div width="100%" font-size="16" class="sc-ace17a57-0 gpTarX"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">Hinge Health is a digital clinic for joint and muscle pain, serving more than 200,000 patients.</p></div><div class="sc-ace17a57-0 izCHHM"><span class="sc-b323b31-0 bHYrOi">INDUSTRY</span><p font-size="16" class="sc-5159831f-0 bgyvgL">Healthcare, pharma, and biotech</p></div><div class="sc-ace17a57-0 izCHHM"><span class="sc-b323b31-0 bHYrOi">PRODUCTS</span><div class="sc-ace17a57-0 kxOgEH"><a href="https://www.freshworks.com/freshdesk/" rel="" target="" tabindex="0" display="inline-block" font-size="16" text-decoration="none" class="sc-e5af17da-0 fWQlJ sc-6759662-0 lbfmSl" aria-label="https://www.freshworks.com/freshdesk/">Freshdesk</a></div></div><div class="sc-ace17a57-0 izCHHM"><span class="sc-b323b31-0 bHYrOi">FAVORITE FEATURES</span><div class="sc-ace17a57-0 kxOgEH"><a role="none" tabindex="0" cursor="pointer" display="inline-block" font-size="16" text-decoration="none" class="sc-e5af17da-0 ksEZlB sc-6759662-0 lbfmSl" aria-label="">Freddy AI Copilot</a><a href="https://www.freshworks.com/it-service/solutions/ai-self-service/" rel="" target="" tabindex="0" display="inline-block" font-size="16" text-decoration="none" class="sc-e5af17da-0 fkiJrt sc-6759662-0 lbfmSl" aria-label="https://www.freshworks.com/it-service/solutions/ai-self-service/">Freddy AI Agent</a><a role="none" tabindex="0" cursor="pointer" display="inline-block" font-size="16" text-decoration="none" class="sc-e5af17da-0 ksEZlB sc-6759662-0 lbfmSl" aria-label="">Freddy AI Insights</a></div></div><div class="sc-ace17a57-0 dxzVJX"><a href="https://twitter.com/intent/tweet?url=https%3A%2F%2Fwww.freshworks.com%2Fcustomers%2Fstories%2Fhinge-health%2F" rel="noreferrer noopener" target="_blank" width="32px" height="32px" class="sc-e5af17da-0 dSULJg sc-6a418e9c-0 ceEGNZ" aria-label="https://twitter.com/intent/tweet?url=https%3A%2F%2Fwww.freshworks.com%2Fcustomers%2Fstories%2Fhinge-health%2F"><svg width="32" height="32" fill="none" xmlns="http://www.w3.org/2000/svg"><circle cx="16" cy="16" r="16" fill="#1D2026"></circle><path d="M17.142 15.081L21.609 10H20.55l-3.879 4.412L13.573 10H10l4.685 6.672L10 22h1.059l4.096-4.66L18.427 22H22l-4.859-6.919zm-1.45 1.65l-.475-.665-3.777-5.286h1.626l3.048 4.266.475.664 3.962 5.546h-1.626l-3.233-4.525z" fill="#fff"></path></svg></a><a href="https://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fwww.freshworks.com%2Fcustomers%2Fstories%2Fhinge-health%2F" rel="noreferrer noopener" target="_blank" width="32px" height="32px" class="sc-e5af17da-0 dSULJg sc-6a418e9c-0 ceEGNZ" aria-label="https://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fwww.freshworks.com%2Fcustomers%2Fstories%2Fhinge-health%2F"><svg width="32" height="32" fill="none" xmlns="http://www.w3.org/2000/svg"><circle cx="16" cy="16" r="16" fill="#1D2026"></circle><g fill="#fff"><path d="M12.125 13.635V23H9.219v-9.365h2.906zM12.344 10.66c0 .94-.75 1.723-1.688 1.723C9.75 12.383 9 11.6 9 10.66 9 9.752 9.75 9 10.656 9c.938 0 1.688.752 1.688 1.66zM23 23h-2.906v-4.541c0-1.097-.032-2.475-1.532-2.475s-1.718 1.16-1.718 2.38V23h-2.907v-9.365h2.782v1.284h.031c.406-.72 1.344-1.503 2.75-1.503 2.938 0 3.5 1.942 3.5 4.447V23z"></path></g></svg></a><a href="https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.freshworks.com%2Fcustomers%2Fstories%2Fhinge-health%2F" rel="noreferrer noopener" target="_blank" width="32px" height="32px" class="sc-e5af17da-0 dSULJg sc-6a418e9c-0 ceEGNZ" aria-label="https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.freshworks.com%2Fcustomers%2Fstories%2Fhinge-health%2F"><svg width="32" height="32" fill="none" xmlns="http://www.w3.org/2000/svg"><circle cx="16" cy="16" r="16" fill="#1D2026"></circle><path d="M20.87 14.125L20.41 17h-2.454v7h-3.272v-7H12v-2.875h2.684v-2.219c0-2.5 1.57-3.906 3.96-3.906C19.789 8 21 8.219 21 8.219v2.469h-1.342c-1.309 0-1.702.75-1.702 1.562v1.875h2.913z" fill="#fff"></path></svg></a></div></div></div></div></div><div class="sc-ace17a57-0 sc-d51472a5-0 cVqTlg"><div font-style="normal" class="sc-ace17a57-0 eKDmq custom-class-long-form-container"><div width="100%" class="sc-ace17a57-0 jaCUVy"><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Here’s a good problem to have: Hinge Health was helping more people with back and joint pain. But the company found its existing tools resulted in a disjointed patient and employee experience. The support team relied heavily on email to communicate with members and internal teams, and it was inefficient and inconsistent. After evaluating different customer service solutions, including Zendesk, Hinge Health invested in Freshworks for its ability to provide exceptional customer service at scale.</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Hinge Health, a fast-growing digital health startup, connects members—digitally and in person—with leading-edge clinical care and exercise programs. These employer-backed programs reduce back and joint pain while helping patients avoid surgeries and lower reliance on prescription medication. Administering high-quality clinical care and support through a “digital clinic” presented operational challenges to Hinge Health as its member population grew.</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Just as Hinge Health has grown, so has its need for a scalable, all-in-one solution. The company began with eight seats for Freshworks’ omnichannel customer service solutions and has grown to 335 seats. This has allowed the company to scale, increasing its capacity to handle tickets from 5,600 members before the Freshworks implementation to 212,000 today. Hinge has centralized support operations and workflows covering a range of different use cases, from streamlining member support to handling insurance queries and technical support for wearable devices. As it adds AI capabilities, it is beginning to see additional benefits, as well.</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">"Freshworks enhanced our support capabilities,” says Mahmoud Shehadeh, director of member support at Hinge Health. “The unified platform streamlined tasks and boosted efficiency. Customer service is now a seamless, exceptional experience.”</p><h4 class="sc-4555ca6a-0 gykexi">The company </h4><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Hinge Health is a fast-growing digital health startup that allows patients with back and joint pain to get personalized care and exercise therapy from a suite of healthcare professionals through the Hinge Health app. Alongside customized programs designed specifically for each individual, members and healthcare providers are able to work together via in-app messaging, text, email, phone, or video chat. </p><h4 class="sc-4555ca6a-0 gykexi">The challenge</h4><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Shehadeh’s support teams previously relied on email to communicate with members and internal teams. Without a centralized digital platform, internal workflows were clunky and case resolution times grew as inbound inquiries increased.</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Hinge Health faced challenges in tracking internal SLAs and needed a solution that could scale fast. “We were a smaller company at the time,” Shehadeh recalls. “We didn't have a CRM or anything. We were just doing support through email.”</p><h4 class="sc-4555ca6a-0 gykexi">The solution</h4><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">After evaluating different customer service solutions, including Zendesk, Hinge Health invested in Freshworks for its ability to provide exceptional customer service at scale. Shehadeh’s support teams now rely on Freshworks’ customer service solutions for a wide range of use cases:</p><ul class="sc-ace17a57-0 sc-b0fbbdb9-1 dYiJfI DrYJe"><li class="sc-b0fbbdb9-7 eapyzu"><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW"><span font-weight="bold" class="sc-b323b31-0 sc-b0fbbdb9-4 kmmXqp hFGVMg">Enrollment support</span>: With omnichannel support, new members receive real-time assistance across channels, guiding them through the enrollment process and ultimately driving revenue growth.</p></li><li class="sc-b0fbbdb9-7 eapyzu"><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW"><span font-weight="bold" class="sc-b323b31-0 sc-b0fbbdb9-4 kmmXqp hFGVMg">Technical support</span>: Freshworks’ omnichannel support provides in-product chat so members can get immediate assistance through their wearable devices to ensure the best possible customer experience.</p></li><li class="sc-b0fbbdb9-7 eapyzu"><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW"><span font-weight="bold" class="sc-b323b31-0 sc-b0fbbdb9-4 kmmXqp hFGVMg">Member support</span>: Using Freshworks, the support team assists enrolled members with questions about their program and managing their account. If an issue requires more help, agents can collaborate on the ticket to solve the problem faster.</p></li><li class="sc-b0fbbdb9-7 eapyzu"><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW"><span font-weight="bold" class="sc-b323b31-0 sc-b0fbbdb9-4 kmmXqp hFGVMg">Order tracking</span>: Freshworks integrates with other internal tools to help agents do all their work in a unified workflow instead of searching through other applications to find information. It makes things fast and streamlined for agents, improving their experience.</p></li><li class="sc-b0fbbdb9-7 eapyzu"><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW"><span font-weight="bold" class="sc-b323b31-0 sc-b0fbbdb9-4 kmmXqp hFGVMg">Internal support</span>: Freshworks’ HIPAA-compliant solution allows the support team to coordinate care and connect patients to their dedicated care teams.</p></li></ul><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">The company has begun to explore Freshworks’ AI-powered features for service and support. In particular, it’s using Freshworks’ AI agent assistant, Freddy AI Copilot, to make support chats more engaging and helpful. Support agents are tapping into the Rephrase feature to tailor written scripts to members’ needs.</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">“Rephraser is helpful because it allows us to quickly rephrase our email responses to make them more suitable for chat support,” says Taylor Matson, support operations lead at Hinge Health. “We don’t need to manually convert those scripts. We can use Freddy AI Copilot to do that, which saves us time.”</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">With Freshworks’ AI-powered Freddy AI Agent, patients can find answers and resolve issues on their own through AI chatbots. When they have more complex queries, the bot routes the issue to a live agent to handle, ensuring a smooth handoff—made even easier by Freddy AI Copilot, which summarizes the customer/bot conversation for agents so they can get up to speed immediately. As a result, they are more productive and can respond to the customer faster with full context, ultimately boosting customer satisfaction.</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">“We use the summarizer feature the most when we hand off from the bot to the live chat agent,” says Matson.</p><div class="sc-6293d692-0 sc-6afce0c3-0 hlvyST"><div class="sc-ace17a57-0 gEIZne"><div class="sc-ace17a57-0 iDSqYS"><div class="sc-b323b31-0 cPVTSu"><svg xmlns="http://www.w3.org/2000/svg" width="50" height="42" stroke="black" class="sc-6afce0c3-1 itTiCf"><defs><clipPath id="quote_svg__a"><path d="M.383 0h49.234v41.375H.383zm0 0"></path></clipPath></defs><g clip-path="url(#quote_svg__a)"><path d="M39.594 41.375c5.77 0 9.703-3.836 9.703-9.23 0-5.153-3.8-8.75-9.176-8.75a9.529 9.529 0 00-3.457.699c.613-7.774 4.953-13.809 12.148-18.016a1.533 1.533 0 00.582-2.137L47.525.84a1.873 1.873 0 00-2.446-.625C34.242 5.859 27.797 15.438 27.797 26.87c0 9.11 4.98 14.504 11.797 14.504zm-27.41 0c5.765 0 9.699-3.836 9.699-9.23 0-5.153-3.801-8.75-9.176-8.75a9.529 9.529 0 00-3.457.699c.617-7.774 4.953-13.809 12.148-18.016a1.535 1.535 0 00.582-2.137L20.113.84a1.882 1.882 0 00-2.449-.625C6.828 5.859.383 15.438.383 26.87c0 9.11 4.984 14.504 11.8 14.504zm0 0" fill="#1d2026"></path></g></svg></div><div font-size="24" class="sc-b323b31-0 sc-6afce0c3-2 iAPWeN"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">We don’t need to manually convert email scripts. We can use Freddy AI Copilot to do that, which saves us time.</p></div><div class="sc-ace17a57-0 cVmQEU"><p font-weight="bold" class="sc-5159831f-0 lpsNgH">Taylor Matson</p><p class="sc-5159831f-0 gtSbia">Support Operations Lead</p></div></div></div></div><h4 class="sc-4555ca6a-0 gykexi">Impact</h4><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Through deployment of Freshworks’ AI-powered omnichannel customer service solution, Hinge Health has maintained high customer satisfaction while scaling to support a rapidly growing member base. Implementing chatbots has lowered its first-response times from hours to minutes, improving the support team’s ability to help patients quickly access the exercise therapy, education, and program support that relieves their pain. </p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Since Hinge Health was also looking to safeguard member health information when it sought a support vendor, maintaining HIPAA compliance with Freshworks has proven invaluable. The security and privacy settings ensure regulatory compliance while still allowing for much-needed customizations. </p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">Matson may look to expand productivity gains even further with greater use of Freddy AI Agent to improve customer self-service across all channels, Freddy AI Copilot to improve agent productivity, and Freddy AI Insights for leaders to gain proactive and predictive insights (in beta now). In the meantime, the Freshworks-powered foundation of support operations continues to pay off.</p><p font-size="18" class="sc-5159831f-0 sc-b0fbbdb9-2 jkPxmT bMOyxW">“The automations, triggers, and routing abilities greatly improved our overall efficiency,” says Shehadeh. “That's what's helped us scale and grow our support team.”</p></div></div></div></div></div></section><section id="customerstoryhingehealthcp" data-target-id="customerstoryhingehealthcp" width="100%" class="sc-ace17a57-0 sc-fe753677-1 beHUlt"><div width="100%" class="sc-6293d692-0 sc-fe753677-0 brPMqe"><div class="sc-ace17a57-0 sc-f90aba94-2 jfTzNF erQHvq"><div class="sc-ace17a57-0 jLwEul"><h2 class="sc-4555ca6a-0 eYkskr">Now it’s your turn. Try Freshworks today.</h2><div class="sc-ace17a57-0 sc-f90aba94-1 dOfJqf"><p class="sc-5159831f-0 sc-b0fbbdb9-2 tSOdx bMOyxW">14-day free trial. No credit card required. 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