User story: As a client, I would want to come to the website, log into my own private online 'room' (preferably without downloading software, although a mobile app would be a useful bonus), leaves messages for my support person and schedule appointments with them, and then talk 1:1 via video/text within that room.
What I've looked at: Obviously Skype comes to mind, but I want to keep clients within our website (or at least give them the feeling that they're on our website in the probable event that I need to send them to a hosted saas that does what I'm asking for).
I've looked at Slack, HipChat, and many of their competitors, but they're all geared more towards group collaboration, and I find their interfaces to be a bit busy and confusing for our clients. Plus, most of them require a software download.
I've also looked at telehealth software such as WeCounsel, which has a lot of the functionality I need but is quite confusing for clients. I've looked at Doxy.me, which is beautifully easy to use, but doesn't have the private room functionality. I'd say WeCounsel is the best so far, but I need a much simpler interface.
If I need to handle the billing and scheduling with other software, so be it.