Why is so hard to get Chat Live in SP?
Answered

Why is it so hard to get Chat Live in SP? Or get Help with a real person

 

First, I want to clarify the last treat:

Unable to find a Live Chat option or Talk with Real Person - It shows answered.

But after three months, three likes and 14 responds

The answer gave August 07, 2020, 11:25

Just complicate things a bit more!

And worse, no one reference about what the post is about!?

Unable to find a Live Chat option or Talk with Real Person!!!!

All references are to go to the loop of:

SimplePractice Help Request Form.

That sends you to this:

https://support.simplepractice.com/hc/en-us

there we are again to the infinite loop of SP help!

If you are reading “SimplePractice Help Request Form.”

You expect to get directed or land in an HTML page,

that will allow you to fill a form to get some help!

 

In any case:

To chat, you have to follow:

 

1st       Click the Help button in the lower right corner of your SimplePractice account

2nd      Click Get Help

3rd      Type in your question and click Ask Question

4rd      Review the Help Center resources that appear and click Solved if they answer your question -never works-

5th      If you would still like to connect with a specialist, click Contact Support

6th      Click Chat -Well, the Chat option does not Show in the Help interface!-

7th      Type in your question and click Start chat -Why is so difficult to start live chat on SP?-

8th      to get to the Screen to chat, you need to answer

9th        -Solved- to have access! Really!?

 

It does not make sense!

Why don’t you have a simple button that after you log in, that says CHAT!

As clients, we need to have quick access to simple questions to take advantage of this complete

one shop solution complicated service that simple practice is!

 

Please add your comments and likes

Perhaps we will see results sometime in the future.

3 comments

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    Valerie Allen-Tyus

    I totally agree and canceled my telehealth subscription because I could not get a live person. I used the chat and was given a general answer.

    I totally agree and canceled my telehealth subscription because I could not get a live person. I used the chat and was given a general answer.

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    J. Jurado

    Hi Valerie,
    We are very sorry to hear you canceled your Telehealth Subscription,
    What do you use now?
    We have been with SP for a while; we initially use SP for electronic billing only.
    When we started, the very first third-party software we used was Practice Magic,
    Then we move to another electronic billing company, and because in 2014, the Patient Protection and Affordable Care Act (ACA) created many changes that affected how electronic billing was set up! In Aug-Sep 2015, the company we were using for our electronic billing gave a 90 days notice of termination of services to all of their clients. We have to move to a different vendor, so we chose SimplePractice in Dec 2015.
    We have our web site. We use a different vendor for our Internet-based scheduling system; we Like it because it offers text and email appointment reminders simultaneously and is a simple link from our website. Our patients can set up their appointments.
    On March 06 this year, we subscribed to SP Telehealth ….it has been complicated and challenging -the SP help system is no user friendly perhaps the system is so robust that is beyond comprehension for a solo practitioner-
    But we managed to make it work, and we like it very much at the same time we were planning Our migration to SimplePractice to do scheduling and online booking. It has been a long seven months Were we dedicated every Friday since March to figure out the SP Help system and the Live Chat,
    Well, it does not make sense to do nine steps to click the Button –Solved- to have access to
    Live chat.
    It does not make sense!
    JJ

    Edited by J. Jurado

    Hi Valerie,
    We are very sorry to hear you canceled your Telehealth Subscription,
    What do you use now?
    We have been with SP for a while; we initially use SP for electronic billing only.
    When we started, the very first third-party software we used was Practice Magic,
    Then we move to another electronic billing company, and because in 2014, the Patient Protection and Affordable Care Act (ACA) created many changes that affected how electronic billing was set up! In Aug-Sep 2015, the company we were using for our electronic billing gave a 90 days notice of termination of services to all of their clients. We have to move to a different vendor, so we chose SimplePractice in Dec 2015.
    We have our web site. We use a different vendor for our Internet-based scheduling system; we Like it because it offers text and email appointment reminders simultaneously and is a simple link from our website. Our patients can set up their appointments.
    On March 06 this year, we subscribed to SP Telehealth ….it has been complicated and challenging -the SP help system is no user friendly perhaps the system is so robust that is beyond comprehension for a solo practitioner-
    But we managed to make it work, and we like it very much at the same time we were planning Our migration to SimplePractice to do scheduling and online booking. It has been a long seven months Were we dedicated every Friday since March to figure out the SP Help system and the Live Chat,
    Well, it does not make sense to do nine steps to click the Button –Solved- to have access to
    Live chat.
    It does not make sense!
    JJ

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    Ruth

    Hi JJ and Valerie,

    We're always looking for better ways to support our customers, but for now the Live Chat feature is the quickest way to get in touch. Valerie, the reason why our team members can't give you more specified help with your account over chat is because account specific questions require more time and deeper investigations than we can provide over chat. JJ, if you're not logged into your SimplePractice account already, the SimplePractice Help Request form will take you to the login page, but you should be able to send an email after you sign in, bypassing the steps you need to take when using the ? icon. As I mentioned before, the COVID-19 pandemic did backlog our ability to respond to Community Forum questions as often as we typically did. If you'd like us to consider making the Live Chat feature more accessible, please post about this feature request on our Ideas and Suggestions Board. This is where our Product Team often looks for ways to improve our platform. Thank you for your feedback, I'm looking forward to hearing more on the Ideas and Suggestions Board, linked here: http://simplepractice.uservoice.com/ 

    Hi JJ and Valerie,

    We're always looking for better ways to support our customers, but for now the Live Chat feature is the quickest way to get in touch. Valerie, the reason why our team members can't give you more specified help with your account over chat is because account specific questions require more time and deeper investigations than we can provide over chat. JJ, if you're not logged into your SimplePractice account already, the SimplePractice Help Request form will take you to the login page, but you should be able to send an email after you sign in, bypassing the steps you need to take when using the ? icon. As I mentioned before, the COVID-19 pandemic did backlog our ability to respond to Community Forum questions as often as we typically did. If you'd like us to consider making the Live Chat feature more accessible, please post about this feature request on our Ideas and Suggestions Board. This is where our Product Team often looks for ways to improve our platform. Thank you for your feedback, I'm looking forward to hearing more on the Ideas and Suggestions Board, linked here: http://simplepractice.uservoice.com/