We analyzed 787 negative reviews to understand why users abandon the most popular Telehealth apps — and what they want instead.
Specific, exploitable gaps in the top Telehealth apps on the App Store.
Frequent technical issues and poor customer support.
"'App keeps crashing.'"
"'Customer service takes forever to respond.'"
Billing issues and lack of communication post-appointment.
"'Charged $200 for a no-show.'"
"'No way to contact the doctor after the session.'"
Unreliable appointment scheduling and unexpected charges.
"'Doctor never showed up.'"
"'Signed up for a subscription without realizing.'"
Lack of real-time support and confusing interface.
"'No way to contact support directly.'"
"'Interface is not intuitive.'"
Connectivity issues during sessions.
"'Video keeps freezing.'"
"'Audio cuts out during calls.'"
39% of users complain about unclear billing and unexpected charges. Many users find themselves enrolled in subscriptions without clear consent.
Users frequently mention $10-$20 as an acceptable copay but express frustration when charged above $50 unexpectedly.
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