THIS week's contributor is Josh Dore, Head of Customer Service and Training, MedAdvisor - Behind the screens at MedAdvisor (Part 2): When you create new technology that is constantly evolving, sometimes things can get a bit confusing.
As the head of customer service and training, our team of 14 have answered over 30,000 pharmacy queries over the last 3 years.
Our phones are always buzzing, which is great because it means pharmacies are actively using our software.
On average we receive 200+ calls per week, which range from help with activating Carer Mode in the app, setting up Script Owing for pharmacies that service aged care facilities, to interesting feature requests like PetAdvisor.
When a pharmacy calls, we do our absolute best to answer questions and find solutions on the spot via our Customer Support Team.
If the query or request requires further investigation, we will escalate to our skilled technical support team. Over 50% of our queries are resolved within 8 hours and we're always looking for ways to improve.
We know that pharmacy staff are busy and it's not always convenient to jump on the phone. That's why we've released an updated Knowledge Base which includes Live Chat, a first for software in pharmacy. I'd like to invite all users to try it out HERE.
We thrive on feedback so please don't hesitate to contact me directly at joshd@medadvisor.com.au.
The above article was sent to subscribers in Pharmacy Daily's issue from 09 Sep 19
To see the full newsletter, see the embedded issue below or CLICK HERE to download Pharmacy Daily from 09 Sep 19
