Choosing the right Electronic Health Record for your practice is crucial to ensure productivity and work efficiency. While User Experience and other factors are important to look out for when deciding an EHR. It is also imperative that you consider Customer Service as a major factor. If your EHR is acting up and there is no one around to tell you what to do, you will be losing a lot of valuable time.
Chances are once you get used to your EHR, you are most likely not to switch to something else for a very long time. It’s like the iPhone! Once you are in the ecosystem and used to the user experience it’s hard to go back to something else.
We wanted to check the response time and how accessible is the customer service of Practice Fusion. Here’s what we found in our investigation.
Practice Fusion Customer Service Analysis
A simple Google search “Practice Fusion Customer Service” leads us to click on the first link, that is Contact Us page of Practice Fusion.
Now, on the page, you have two options to contact.
You can either open a ticket and fill in the details or contact on their Phone number. The response time they claim to answer for a ticket is 1 hour for critical issues, while non-critical issues are claimed to be answered in one day. This is a pretty quick response time, considering practice fusion caters to a lot of customers.
You can also directly call on their listed US phone number, which is (415) 346-7700
You may have to wait in line for a few minutes for your call to be answered.
However, Practice Fusion has a bad record on Customer Affairs website. Many of the reviewers can be seen attacking the poor quality of Customer Service.
The overall rating is just 1.5 stars out of 5. Many reviewers seem to be angry about lack of response when trying to cancel the subscription. For example, Sarah was put on hold for 45 min to contact their customer representative.
Most of the customer are mentioning the quality of service disappears after you sign up for a premium plan.
While Practice fusion claims to provide stellar customer service, it’s users seem to tell a different story.