Freshdesk is an online cloud-based customer service software providing helpdesk support to communicate with patients more effectively.
Freshdesk brands itself as ‘the safest help desk for healthcare organisations’ and helps to create better end-to-end patient experiences.
One of the main benefits of freshdesk for a private GP practice is the email management function.
Freshdesk can be linked to your clinic email inbox and your customer support team can monitor the incoming emails through freshdesk.
This enables multiple members of the team to access incoming emails without needing access to the email mailbox itself.
The customer support team can assign any incoming emails to the relevant person who needs to respond to the email, whether this is another support staff member or a doctor.
Freshdesk has a ‘solutions’ function where you can put together a knowledge base, asking and answering questions which your patients may be asking.
These solutions can be linked to your website as frequently asked questions under a ‘need help?’ button.
This allows website users to ask questions and be directed to pre-written solution which removes the need for them to email or call the clinic to have their question answered.
Freshdesk also enables you to communicate with patients in real time.
You can speak to patients on your website through chatbots, via WhatsApp or SMS and across any social media accounts you have.
Depending on the size of your practice, freshdesk also has contact centre features, allowing your team to answer support calls effortlessly.
Freshdesk has a wealth of useful resources and guides to help you make the most of the platform. View them here >
Hear from a customer service professional about their experience in using freshdesk in a private general practice.
Keep up to date with the latest private general practice news, resources and systems.
Our 1-minute newsletter, delivered monthly
