Customer Support is very important to us at Cliniko. It’s important to us because it’s important to you.
We’ve seen many of our competitors with messages on their website like “Our support will be closed from the 23rd of December 2013 until 6th of January 2014”. We think this is irresponsible. Practice Management Software is mission critical to healthcare businesses, we won’t just disappear for a period when people might need us.
With this in mind, I’m really proud to see some of our support statistics over the last few weeks, during the “Holiday Period”.
These statistics are for support tickets between 23rd of December 2013 and 3rd of January 2014.
Customer Support Rating — 100%. This is how our customers have rated our support for tickets during this period.
Avg. First Reply Time — 4.9hrs. This is how fast on average we get to reply to new tickets. Keeping in mind tickets can come in 24 hours a day, 7 days a week. We’re pretty happy with this.
Tickets answered in less than one hour — 36%.
Cliniko team members that answered tickets in this period — 5.
These numbers would be good any time, but to have these during the holiday period… I’m super proud of our team. They do a great job looking after our customers and making sure everyone gets help when they need it. No exception.
Cliniko customer, NAPA (Neurological and Physical Abilitation) Centres share how their founder, Lynnette LaScala, turned her son’s near-death into a two country, four practice pioneer of children’s intensive therapy with a two-year waiting list.
While you can read the entire AMA over on the Community, we’ve consolidated some of the most popular questions and answers right here on the Cliniko Blog. Read on for a high-level overview of the types of questions that were asked, and Joel’s straight and honest (his words!) answers.