Hi
It’s frustrating that Dentally phone support does not offer extended opening hours for the convenience of dentists or practice staff that work outside of 9-5pm hours or especially at weekends (note: Carestream R4 still have Saturday support staff working until 2pm).
The situation is now made worse by the fact that Dentally now appear to have switched off the ability for clients to be able to send offline support requests via Ellie / chat bot outside of regular hours (when the question is more technical and cannot be answered by Ellie ai). This is really a step backwards and a total disregard for clients - why would Dentally do that? Aside from increasing the monthly fees from this month, how is this in any way client centric, is Dentally tryin to avoid a pile of new support requests from appearing at 9am on Monday morning from the weekend?
Sorry for the rant but if I am correct in stating that chats requests (as per the below image) cannot now entail we send a support request outside of office hours to be picked up on the next business day, this shows total lack of regard for your clients. Shall we revert to sending support emails instead? I can sometimes only do my critical work when there are no patients or late into the night, if I have questions which I used to be able to send with screenshots on the chat to support for it to be picked up in the morning, I now cannot do that and don’t always have time to do it after 9am.
It’s also bad enough that tickets are automatically closed within a few hours or a day if you dont receive a response from that. I’ve complained about that before, most support web sites will be close a ticket after a week if not responded to. We cannot always respond when we have a busy practice to manage. Please serious review this policy, it’s in no way client centric.
