Sep 9, 2020

Freshworks: empowering support teams through Freshdesk

Freshworks
Freshdesk
healthcare
Sean Galea-Pace
3 min
Healthcare Global explores Freshworks and takes a look at its Freshdesk platform in the second of six articles
Healthcare Global explores Freshworks and takes a look at its Freshdesk platform in the second of six articles...

Freshworks provides organizations with SaaS customer engagement solutions that make it easier for professionals to communicate effectively with customers.

The company offers Freshworks 360 - the ultimate customer-for-life software suite - which allows engagement with customers at all steps of their journey. Freshworks solutions and experts can support, accelerate and improve inventory management efforts as your supply chain and business grows. It provides omnichannel customer engagement, in-context collaboration and integrated experience. Its products include:

● Freshdesk - Empowering support teams to work together and resolve customer issues more quickly and efficiently.

● Freshservice - Streamline IT services and manage internal requests from employees.

● Freshsales - Keep sales teams updated about prospects and close deals quicker.

● Freshchat - Engage with website visitors and product users for sales and customer success.

In this article, we examine Freshworks’ most popular platform - Freshdesk.

Through Freshdesk you can streamline all customer conversations in one place, automate repetitive work and save time, as well as collaborate with other teams to resolve issues faster and more. Support is now simplified, with conversations made easier, collaborations stronger, support more automatic, answers available faster and insights made more accessible.

Freshdesk has been created to propel agent productivity and speedy response to customers. Agents can easily stay on top of all tickets and work together with teammates to easily resolve customer issues. Through the power of collaborative ticketing and AI, Freshworks enables its customers to deliver the best customer experience. Unlike email, its ticketing system has been created with team collaboration and agent productivity in mind. This means that you can do more than just send replies. This will allow for every ticket to be prioritised based on keywords, while every ticket can be assigned to a specific agent or group to avoid confusion about who should be working on which ticket. Filter tickets based on specific properties so the most important tickets that agents should work on are at the forefront.

Features include:

● Collision detection: See who else is viewing or replying to the ticket.

● Canned responses: Save replies to common tickets and reuse them.

● Smart notifications: Get notified within the tool about ticket updates.

● Custom ticket views: Choose which tickets you want to see first.

● Merging tickets: Merge tickets about the same issue into one.

● Activity log: View all agents and systems activities on the ticket.

Healthcare

Freshdesk is used in healthcare as a secure support desk to handle everything from scheduling appointments to sharing reports

When the term 'Customer Support' is mentioned, people usually don't often think of the Healthcare sector because doctors are just expected to make patients healthy again. However, 'Patient Happiness' is increasingly being used to judge the quality of healthcare being delivered. Hospitals and healthcare personnel are increasing focus on patients satisfaction by improving the quality and style of healthcare they can provide. Healthcare providers have always stuck by the axiom, “The better you know your patients, the better you can care for them”, but now want to digitize their workflows so they can improve the patient experience even more.   

Through a HIPAA-compliant customer support software like Freshdesk in place, your teams will only have to spend time on tasks that requires their skill. Repetitive tasks can be automated leading to increased productivity and efficient workload management. At hospitals, clinics and other healthcare institutions, here’s how different people can benefit from Freshdesk. 

Check out Freshworks full product suite here!

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Jun 24, 2021

Data de-identification - why it matters in healthcare

dataprivacy
patientdata
electronicmedicalrecords
datadeidentification
3 min
Riddhiman Das, co-founder and CEO of data privacy startup TripleBlind tells us why data de-identification is important in the healthcare sector

Large amounts of healthcare data is generated yet goes unused due to privacy concerns. To address this, data privacy firm TripleBlind has created Blind De-identification, a new approach that allows healthcare organisations to use patient data while eliminating the possibility of the user learning anything about the patient’s identity. 

We asked Riddhiman Das, co-founder and CEO to tell us more about data de-identification. 

Why is data de-identification important in healthcare? 
Blind De-identification allows every attribute of any given dataset to be used, even at an individual level, while being compliant to privacy laws, rules, and regulations by default.

Governments around the world are adopting global data privacy and residency laws like GDPR, which prohibit citizens’ personally identifiable information data from leaving the borders of the country. While great for data protection, data residency laws result in global silos of inaccessible data. TripleBlind allows computations to be done on enterprise-wise global data, while enforcing data residency regulations. 

In the US, HIPAA compliance has relied on what is called the Safe Harbor method, which requires removing 18 types of personal patient identifiers like names, email addresses, and medical record numbers. The Safe Harbor method can be too restrictive with the data or can leave too many indirect identifiers, which puts the patient data security at risk. Getting de-identification wrong could make an organisation liable for a costly mistake.

What does TripleBlind's solution do? 
With TripleBlind, data is legally de-identified in real time with practically 0% probability of re-identification. Our solution allows analytics on data containing personally identifiable information and protected health information  with zero possibility of re-identifying an individual from the dataset. This allows healthcare organisations to access more meaningful data, creating more accurate and less biased results.

For example, a healthcare drug researcher in a rural, predominantly white area, would only have patient data that would reflect their local population. With TripleBlind’s de-identification, they could more easily leverage third-party data from another healthcare facility in a more diverse region, creating a more complete data set that more accurately reflects the larger population. This has the possibility to create more accurate diagnoses and better drug results for more diverse populations.

How can healthcare organisations use this in practice? 
TripleBlind is blind to all data and algorithms. That means we never take possession of customer data. We only route traffic between entities, enforce permissions, and provide audit trails. The enterprise’s data remains under their control. TripleBlind does not host, copy or control their data, algorithms or other information assets, ever. 

We facilitate a connection to an encrypted version of their information assets. Our technology allows the algorithms and data to interact in an encrypted space that only exists for the duration of the operation. Organisations use their existing infrastructure, so it’s not hardware dependent.

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