Solutionreach Reviews

“HORRIBLE CUSTOMER SUPPORT

Pros

It is impossible to speak to someone in charge. They all say the same thing every time we have an issue: "we are trying to see if the case manager is available." Then I stay on hold for 30+ minutes, and they disconnect me. Problems are never resolved quickly; it always takes at least 2-3 times for them to fix a problem. Then no one takes ownership of a case, and I end up repeating myself over and over, explaining what the problem is to everyone that picks up the phone, just so they can say the same thing: "trying to get the person who can help you." Horrible!

Cons

Their sync software is very unreliable. It just stops without any error messages or notifications. As I mentioned, tech support takes days to fix it, and there's no way to escalate the issue.

“worst customer service I have ever come across in all my years as an office manager

Pros

The texting feature is useful and saves me time.

Cons

The technical support team is hard to reach, and customer service gives the same scripted answers. When the system goes down, it affects the entire office's scheduling. My system has been down for five days, and no one has called me back.

“Could be much better

Pros

Although the program itself has gotten much better with time, it still needs plenty of work. It helps us send paperwork, text, and email patients reminders and key things before their appointments.

Cons

Customer service is practically non-existent, aside from the FAQs, which are okay unless you have specific questions. Plus, they stole some of my questionnaires and made them their templates without giving me credit.

“Solutionreach do's and don'ts

Pros

We actually switched from Solutionreach to Weave because Solutionreach is not compatible with most cell phones. Most patients use cell phones for notifications, so we were paying for something that we could not use a lot of the time.

Cons

It was not compatible with many cell phones and was down a lot of the time. I had many issues the entire time I used this software.

“Awful customer service

Pros

Patients tend to like this software because its easy to use. Some of the features like messaging are great.

Cons

The customer support is terrible. The issues are never resolved and the servers keep crashing which is super frustrating.

“the worst customer service

Pros

I loved the ability to text pictures...

Cons

The customer service is horrible. I canceled my contract with ample notice, but they refused to refund an overcharge and didn't accept a written cancellation. They also renewed my contract automatically.

“Not for us.

Pros

Originally, Solutionreach worked well for transferring patient reviews to a testimonials page on our website.

Cons

All the software failed and simply stopped working. It could no longer integrate with my patient management system, and no one was willing or able to help get it back on track.

“Horrible customer support

Pros

SolutionReach allows me to confirm appointments, handle recalls and reach out about broken appointments.

Cons

I am frustrated with the poor customer support! Despite multiple emails and calls over 60 days, there has been no response. I was sold an extra product that I can't set up and with the free trial ending tomorrow, I'm facing charges for a non-functional service. The rep's response was unsatisfactory, stating he only sells the product.

“SolutionReach works fine

Pros

It functions well, allowing my team to concentrate on other aspects of our business and practice.

Cons

The cost is war too high for the value provided. Similar platforms are available at a third of the price.

“Very poor support and very unprofessional

Pros

It offers the best features like SR schedule and SR intake.

Cons

The support is not good at all. The onboard specialist, for whom you pay extra, is unreachable for days. Their knowledge about system setup is limited. Technical support is nearly non-existent, with long phone wait times and unhelpful online chat technicians. It seems like the company doesn't invest much in training its staff.

“Poor Customer Service

Pros

The system is very powerful and performs marvelously.

Cons

The follow-up and customer support are major issues. Many, including myself, share frustrations in this regard.

“Pros and Cons

Pros

A fantastic solution for texting patients, using the office phone number for messages to ensure patient recognition and trust.

Cons

The pricing structure led me to stop using the software. I would prefer a flat monthly fee rather than a charge per message.

“No customer service at all!

Pros

Managing patients appointment reminders and confirmations is not a problem anymore. Credit goes to SolutionReach

Cons

I wish for an option of group messaging via email and text.

“Support will disappear

Pros

The support and software compatibility promised to me were not visible. I am disappointed.

Cons

Dealing with support and errors is a nightmare. It's nearly impossible to reach anyone and there are numerous unresolved issues. There seems to be a lack of concern.

“INEPT, LACKING CUSTOMER SUPPORT

Pros

I have nothing good to mention.

Cons

When simple changes are necessary to your account, customer service and support are nowhere to be found.

“unauthorized charges

Pros

While we've used this software for years primarily for appointment confirmations, there is more potential, as indicated by the sales rep. However, getting detailed guidance from SR on using these additional features is difficult.

Cons

We had been paying for years, and recently as part of a cloud-based program beta test where SolutionReach should have been included, we encountered unexpected charges. Despite assurances of a refund, further charges were made to the credit card. Dealing with this incompetence among other responsibilities is highly inconvenient.

“SolutionReach, Yes!

Pros

I like the patient reminders and birthday greetings sent through this program. For some patients, these greetings may be the only ones they receive. The post-appointment survey is also valuable in highlighting any issues or patient satisfaction.

Cons

Adapting to text messages instead of phone calls in our office, especially considering our elderly patients, took some time for our patients to accept.

“Cancelled subscription

Pros

It proficiently called and confirmed appointments for my patients.

Cons

I waited for six weeks for medical forms to be customized, but it never happened. The representatives were unhelpful and kept delaying. Eventually, we switched back to Yapi, which we were very satisfied with.

“Long time user

Pros

The customization options and control over message delivery were what we liked most. Generating lists, sending targeted emails and newsletters and using the check-in feature for verifying patient information and forms were all very beneficial.

Cons

Creating newsletters was challenging and slow. Importing patient-filled forms and information from check-ins into our EHR system was manual as the forms saved only in .pdf format, incompatible with our EHR's .jpg import capability. Additionally, there were no alerts if the system went down, potentially causing patients to miss messages. We had to add Doctible because Solutionreach lacked a post-appointment survey option beyond email.

“Great software with lots of functionality

Pros

For our optometry practice, this tool is fantastic. It offers a wide range of user-friendly and effective communication tools for patient interaction and retention. Automation and customization are key features. I can schedule reminders via email or text, request reviews on various platforms and engage in direct messaging with patients through Solutionreach. There are plenty of innovative features.

Cons

I wish certain aspects were more customizable, especially regarding reviews. Sending reviews solely for Google or Facebook would be beneficial. The more steps required to leave a review, the less likely it is to happen. Despite this, I am generally pleased with the service.