Before using Deskpro, the Support team noticed that there were a few areas in which improvement was needed.
The key areas needing amendment were the management processes on tickets, and the ability to keep tickets separate for each Agent. Specialist Pharmacy felt that in absence of these features, it was negatively impacting their ability to provide high-end support to their clients.
Consequently, The Specialist Pharmacy decided to search for solution within a new helpdesk.
The frustration felt by the team at The Specialist Pharmacy soon led them to Deskpro. Deskpro’s features allowed the pharmacy to improve the way in which they handled queries and issues – promptly and efficiently. This included the ability for Agents to assign tickets to themselves and maintain streamlined conversations between the team and their re-occurring patients, minimising confusion.
“We all have individual tickets, so we can easily filter through and respond accordingly.”
Taking advantage of the ability to organise tickets, it became more difficult for tickets to get lost, especially in the case when Agents were away from the office.
“If any team member is away or unable to respond, we are all able to access that too – so there are minimal delays. It’s very practical and efficient.”
The team at Specialist Pharmacy has benefited from the ability to assign a patient to an individual, allowing the ability to build an excellent relationship and provide outstanding customer service to their patients.
“It’s good because when you reply to a patient, it will come directly back to you. So, you are able to build that relationship with the patients.”
The Deskpro interface also allows each Agent to access and view information relating to their patients in an effortless and timely manner. Therefore, reducing frustrations when sourcing details for prescriptions and additional requests.
Additionally, the Deskpro system has improved the team’s daily workflow, through automation and the smooth process of ensuring that each ticket and the appropriate information is organized and stored appropriately.
As The Specialist Pharmacy have been using Deskpro for a long time now, the Support team has an in-depth understanding of the system and its capabilities.
Therefore, they are planning to continue utilizing Deskpro’s features, in order to streamline their queries and provide exceptional service to their patients.
Assign followers and distribute notifications to agents who require visibility into certain ticket changes.
Automatically categorize tickets and assign them to the right agent or department based on flexible criteria.
Keep everybody focused on what needs their attention.