Help desk software can automate processes, helping improve the quality of healthcare-related administrative procedures. However, choosing one also requires looking into the software’s HIPAA compliance. Failure to do so could put your business or organization at risk.
Here’s a list of the best HIPAA-compliant help desk software to help you protect healthcare data while avoiding compliance violations.
Top 5 HIPAA-Compliant Help Desk Solutions:
1. LiveChat
LiveChat is chatbot software that released its version of HIPAA-compliant help desk applications in mid-2023. Subscribe to the Enterprise plan to enjoy the benefits of HIPAA and PCI compliance. Just make sure to sign a BAA and disable the option for customers to send conversation transcripts to any email address.
Top features:
- Resolve issues through multiple channels: Messenger, Email, Apple Messages, WhatsApp, SMS, website, or chat
- Automatically route and respond to chats using AI
- Save canned responses to common questions
- Add tags to your chats for search and filter functions
- Send chat messages with bullet lists, preset replies, or cards with images
- Integrates with over 200 apps, including WooCommerce, Zapier, WordPress, Google Analytics, Dropbox, and more
- 14-day free trial
2. Help Scout
Help Scout centralizes customer support through various channels, including email, live chat, and in-app messaging. It offers a unified shared inbox to help teams collaborate on client needs. Simple and easy to implement, Help Scout is a solid HIPAA-compliant help desk software to automate or partially automate customer service.
Top features:
- Rich collaborative tools, including conversation assignments, internal notes, and teammate tagging
- Custom fields to organize your inbox and create custom report views
- Over 50 integrations, including HubSpot, Kira, and Salesforce
- AI improves replies and summarizes conversations
- Quickly view customer’s data, such as order history and previous conversations
- 15-day free trial
3. Jitbit
Most users comment on Jitbit’s clean interface, useful features, and excellent customer service. The help desk software can work with your existing email inbox or as a separate SaaS platform. Jitbit uses Amazon Web Services, which provides HIPAA-compliant cloud services to protect your data.
Top features:
- Email first helpdesk
- Includes live chat, chatbots, and knowledge base
- Set up triggers to automate replies, assign technicians, and set due dates for customer issues
- Free Android and iOS mobile app
- AI autogenerates responses based on your knowledge base
- Export reports to CSV/Excel
- Integrates with Zapier, Jira, Slack, ChatGPT, and more
4. OneDesk
OneDesk is a help desk and project management tool in one platform. This setup helps you keep your customer service responses in order. A flexible solution with rich features, OneDesk can work with complex workflows. Powered by AWS, this platform suits businesses looking for private cloud solutions or software that can work on-premise.
Top features:
- Customers can create tickets from live chat, messenger, emails, or webforms
- Integrates with Zapier, Dropbox, Mailchimp, Intuit Quickbooks, and more
- Save canned responses to common questions
- Auto-assign work to team members
- Timesheets help you track team members’ progress
- Use customer satisfaction surveys
- 14-day free trial
5. FreshDesk
FreshDesk helps you resolve customer issues through multiple channels. It unifies interactions on email, phone, web, chat, and social apps. Used by large organizations, including Harvard and DHL, FreshDesk offers convenient self-service features that help your customer service team work more efficiently.
Top features:
- Reliable and user-friendly
- Track support tickets in one inbox
- Indicate deadlines for ticket responses
- Automatically suggests ticket fields to organize tickets
- Save canned responses to common questions
- Collaborate on complex tickets
- Link related tickets
- Ensures that multiple members don’t work on the same ticket
- 14-day free trial
Top Considerations When Choosing a HIPAA-Compliant Help Desk Software
UI and setup
A ticketing system should help you efficiently resolve customer issues. Look for those that offer features such as unified messaging and integrations with other helpful apps that businesses usually use. Also, platforms with steep learning curves can be counterproductive. It’s best to take advantage of free trial offers and choose a platform with a clean and intuitive interface so team members can quickly get on board.
Business Associate Agreement (BAA)
A BAA is required by HIPAA law for business associates and covered entities handling PHI. Help desk software that enables HIPAA compliance should be able to sign a BAA with your healthcare organization. These platforms usually include the BAA in their Enterprise or Business tier plans, so make sure to subscribe to the right plan.
Elevating Healthcare Support With HIPAA-Compliant Help Desk Software
HIPAA-compliant help desk platforms can significantly improve customer experience. It automates repetitive processes and helps your team respond faster with increased efficiency and accuracy. They also ensure that sensitive health information remains protected.
When paired with a skilled and experienced team of human customer service experts, the right help desk software can provide your organization with a seamless and secure channel for patient assistance.
