Does anyone use any of these apps. I built my practice from scratch so all the clients have had one to one contact with me over the years. Now that I've grown I'd like to ween some clients away from me to support staff but the problem is that they all have my email and mobile so even though other staff communicate with them they default point of contact is me. As a result, my email inbox is that I get from 50 - 100 emails per day and it's a never ending battle trying to respond. We're a small practice but my email is taking up so much time that I was considering either Help Scout of Freshdesk, I read another thread on here about a 3 person practice that used Help Scout but I'm reluctant to share my inbox as there is alot of sensitive information in there that I don't want junior staff to see.
I notice that Help Scout has saved replies which would be useful as one staff member is not a native English speaker so it would be useful to have saved replies that the could use.
Has anyone used either of these apps for a similar scenario?
Replies (6)
Please login or register to join the discussion.
Do you use a practice management system?
Many of these will allow you to create a job from an email and assign it to another member of your team. That member of your team can then "educate" your client to send the next email to the correct person.
Help desks like Freshdesk, surely help you get more organized without having to share your inbox. There is a way you can forward Support emails only to your help desk. Would recommend you write to them directly, they are pretty helpful.
I can personally help you out too as I am pretty familiar with the tool myself.
Why don’t you just forward the emails to your staff who then reply directly to the client. Once the client realises that other people can deal with their queries to an acceptable standard then the client may contact that staff member directly in future.
Alternatively reply to the client saying thanks for the email and that Dave will get back to them, and cc Dave in.
Seems like you may be over-complicating the issue, which largely appears to be that of delegation?
That is exacatly waht I did and it works a treat. The negative is that your inbox fills up with spam rubbish.