BetterHelp needs to improve on communicating schedule updates to customers

Caption of a therapy session.
Photo: Jeff Hitchcock

Insight nr. Ⅰ
The topic “counselors” occurs in 6% of the reviews. The topic has an average grade of 4,12 / 5 which is lower than the overall average of 4,19 / 5. Some clients claimed that their counselors have been inattentive and unhelpful. They did not receive the help they needed due to short disengaged answers.



Insight nr. Ⅱ
The topic “scheduling” has an average grade of 3,67 / 5 and occurs in 3% of the reviews. Some had difficulties canceling their appointments or accounts. This is because there was no reliable information regarding whom you’re supposed to contact.

Insight nr. Ⅲ
The topic “availability” occurs in 3% of the reviews and has an average grade of 3,58 / 5. It seems that some didn’t receive a response to their questions from their counselor or therapist in several days.

Caption of all the topics from the dashboard of this analysis.

BetterHelp need help

From our analysis of BetterHelp review data, it’s clear that they should focus on providing clear information regarding cancelations of appointments. Also, we would advise them to be more engaged with their clients and their questions since unfortunately, that seems to be an issue today.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on the Appstore.

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