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Rushcliff Offers LiveChat Within Their Software

Read on to see how this decision affected their ability to stay in touch with their customers and even further shorten their response time.

Rushcliff using LiveChat - case study cover

The challenge

Chatting in the medical software industry

Finding new ways to contact your customers is important for every business. Rushcliff, a patient and practice management software developer, decided to make LiveChat a part of their offering to improve their communication with clients.

Private Practice Software (PPS) helps private and independent clinics manage their practices. According to James Austin, support services manager at Rushcliff, the software is aimed at multiple disciplines like physiotherapists, osteopaths, chiropractors, etc. Additionally, it’s also widely used in some of the top cosmetic procedure companies worldwide.

Medical personnel can use the software to keep a detailed treatment history, manage appointments, and handle billing. It’s an excellent tool for practitioners who need a centralized way to handle their daily affairs.

With their clients' satisfaction in mind, the company decided to put live chat on their site to answer any pre-sales questions customers might have. As Austin reports, they expected that it would make the service appear more friendly and connectable.

Some clients are often too busy or a little daunted by having to contact by telephone. LiveChat captures queries from clients we may not have heard from previously.

James Austin, Rushcliff

The solution

New angles for customer service

Before using LiveChat, Rushcliff explored and integrated a few competitors into the system and found many of them to be complicated, bloated, and a little on the slow side. The company went with LiveChat because it can adjust to their needs and preferences.

After the initial implementation on Rushcliff’s site was a success, the company decided to put it on the PPS knowledge base and within the product itself. This provided an additional way for existing customers to get the information they needed.

This way of handling customer service is almost instantaneous. Whenever a client using the software has a question, it takes a single click to connect with an agent. Currently, as many as ten agents handle the questions from the Rushcliffe website and the PPS software.

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Rushcliff’s recipe for customer service success

Integrating with PPS made LiveChat an integral part of the offering and allowed Rushcliff’s help desk to progress by leaps and bounds. 

The Rushcliff customer service team uses canned responses to their full potential. Pre-made and informative answers lighten their workload on busier days. Austin added:

The most important thing about the implementation was the ease of use, which LiveChat offers. When customers log in to the software, they are initially welcomed with a non-intrusive pop-up bubble asking if they need assistance.

James Austin, Rushcliff

The result

The feedback from our customers has been great — they like being able to work on the software in-between responses.

Even though live chat is still a relatively new communication channel for Rushcliff’s customers, it has already garnered tremendous customer feedback and is sure to be expanded upon in the future.

As live chat support has arrived in the latest update to the software, Austin expects the usage levels to rise dramatically the more clients update to the newest version.

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Kuba Rogalski

LiveChat

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