How we prioritise customer support

Joel Friedlaender·

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.

While on this topic… want to be a part of providing amazing customer support to people? We’re currently hiring

Cliniko is amazing practice management software for healthcare businesses. Visit to see for yourself.

Author information

Joel Friedlaender is the founder of Cliniko. He writes about productivity, team-work, and how we do things differently. Follow him on Twitter at @jfriedlaender.

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