Background <p>Diverse e-healthcare channels have emerged with the widespread use of e-healthcare platforms. In particular, the e-healthcare platforms start to provide both graphic-text consultation and video-voice consultation channels, where providers can perform instant or non-instantaneous consultations according to the conditions of the service providers and the patients. While prior research has extensively examined the impact of e-healthcare on offline medical demand or treated online consultation as a unified channel, limited attention has been paid to how different types of online consultation channels on the e-healthcare platforms affect e-healthcare demand. This study aims to address these gaps by investigating the effects of multi-channel consultation on e-healthcare demand.</p> Methods <p>First, we consider extensive potential influencing factors. This study constructed a covariance-based structural equation model (CB-SEM) to investigate the key factors that may influence the e-healthcare demand with multi-channel consultations, including the availability of multi-channel services and prices, etc. Second, relying on the moderating method, we investigate the moderating effects of disease types and the provider’s title on the demand for e-healthcare services with multi-channel consultation. The structural equation model is used for data analysis.</p> Results <p>There were 608 data samples from service providers collected from the “Wedoctor” website. Our results reveal several findings. Firstly, the existence of either a graphic-text consultation service (<InlineEquation ID="IEq1"><EquationSource Format="TEX">\(\:\beta\:=0.146, p&lt;0.001\)</EquationSource></InlineEquation>) or a video-voice consultation service (<InlineEquation ID="IEq2"><EquationSource Format="TEX">\(\:\beta\:=0.383, p&lt;0.001\)</EquationSource></InlineEquation>) for providers increases the demand for e-healthcare services. However, the prices for either graphic-text consultation service (<InlineEquation ID="IEq3"><EquationSource Format="TEX">\(\:\beta\:=-0.081, p&lt;0.001\)</EquationSource></InlineEquation>) or video-voice consultation service (<InlineEquation ID="IEq4"><EquationSource Format="TEX">\(\:\beta\:=-0.64, p&lt;0.001\)</EquationSource></InlineEquation>) reduce the e-healthcare service demand. Secondly, for the graphic-text consultation service, the e-healthcare demands for the patients with chronic diseases exhibit a greater increase compared with those with acute diseases <InlineEquation ID="IEq5"><EquationSource Format="TEX">\(\:(\beta\:=-0.245, p&lt;0.001\)</EquationSource></InlineEquation>), yet this phenomenon appears insignificant for the video-voice consultation service. Thirdly, for the graphic-text consultation service type, the e-healthcare demand experiences a greater increase for providers with higher professional titles (<InlineEquation ID="IEq6"><EquationSource Format="TEX">\(\:\beta\:=0.136, p&lt;0.001\)</EquationSource></InlineEquation>). On the contrary, regarding the video-voice consultation service type, the e-healthcare demand increases more significantly when the professional titles of providers are low (<InlineEquation ID="IEq7"><EquationSource Format="TEX">\(\:\beta\:=-0.141, p&lt;0.001\)</EquationSource></InlineEquation>).</p> Conclusions <p>Our findings offer managerial insights on service designs for e-healthcare platforms and enhance their demand by considering the possibilities of multi-channel services. These insights instruct how e-healthcare can be delivered more effectively.</p>