Our users interact with us in a familiar, easy way: over email. In the rare case that a user's email provider doesn't support TLS, Paubox sends a modified email that enables the user to view the email via a porthole.
UX is a very important part of PlateJoy. We desperately wanted to avoid clunky, onerous modes of communication between us and our customers. Other solutions for sending email to HIPAA-covered users force all communications through a clunky web portal or ticketing system. We just wanted our customers to be able to use what is familiar and easy, and that's email through their existing email clients.
We use Paubox both for human-to-human customer support and automated messaging (as a HIPAA-compliant replacement for, e.g., Sendgrid or Mandrill).
When Paubox was first recommended to us, we read up on it in an article that said it was expensive. It's not. In a world in which everything HIPAA seems to increase cost by more than an order of magnitude, Paubox is surprisingly affordable.