Case Study
MediRecords Healthcare Platform
About MediRecords
MediRecords is a cloud-based medical software platform serving general practitioners, specialists, and allied health professionals across Australia.
From booking appointments to billing and referrals, the platform supports the entire patient workflow. Its comprehensive system is accessible from any browser and is designed to simplify how clinics manage clinical notes, investigations, documentation, and patient correspondence.
Providing support in such a complex and sensitive environment comes with unique challenges. For MediRecords' support team, accuracy, clarity, and speed are critical—especially when helping medical professionals and administrators resolve technical issues during their busy workdays.
The Challenge
Prior to using UserView, MediRecords faced a common but frustrating issue: customers—often healthcare staff under time pressure—would report issues that the support team couldn't replicate on their end.
Behaviors that seemed like bugs for one customer might not happen for another, making troubleshooting difficult and time-consuming. Describing technical problems over the phone or through chat was often inefficient, particularly for less tech-savvy users.
In a field that deals with confidential health information, there were serious concerns around privacy, control, and ease of access for any screen-sharing tool. The challenges included:
Healthcare staff under time pressure reporting unreproducible issues
Difficulty describing technical problems over phone or chat
Privacy concerns around confidential health information
Time-consuming troubleshooting processes
These limitations made it difficult to efficiently support healthcare professionals during their busy workdays.
The Solution: UserView Cobrowsing
UserView was introduced as a way to instantly see what customers were experiencing, without compromising privacy or requiring downloads.
Integrated directly into MediRecords' Zendesk chat system, UserView allows agents to initiate a cobrowsing session with one click. This allows them to:
Instant problem visibility
See what customers are experiencing in real-time without compromising privacy
One-click session initiation
Customers don't need to install anything or perform extra steps
Zendesk integration
Seamlessly integrated into existing support workflow
Privacy-first approach
Limited to only the open MediRecords tab, never reveals browser data
Handling Sensitive Data with Care
Despite operating in a field with highly sensitive information, MediRecords has faced little to no resistance from customers when it comes to cobrowsing.
Because UserView limits access to only the open MediRecords tab and never reveals browser data, customers feel comfortable accepting sessions. In fact, many even request screen sharing themselves when they know it'll help solve the issue more quickly.
Crucially, agents do not focus on patient information—they're trained to stay laser-focused on interface issues, software behavior, and general usability, which further builds trust with customers.
Results
Implementing UserView transformed MediRecords' support experience:
Faster resolution times
Issues are resolved faster with real-time visibility into customer problems
Better bug reports
Engineers receive more detailed and accurate bug reports from support sessions
Empowered support team
Support agents feel equipped with the right tools to help healthcare professionals effectively
Essential workflow integration
Cobrowsing has become one of the first steps in resolving support tickets
UserView has become such a regular part of their support process that launching a cobrowsing session is often one of the first steps in resolving a ticket. The anecdotal impact is clear: without UserView, support would be significantly more difficult.
Conclusion
For MediRecords, success means giving their users—many of whom are responsible for the care and well-being of others—the most seamless support experience possible.
By introducing cobrowsing into their support workflow, MediRecords has:
The ability to provide visual guidance while respecting healthcare privacy requirements has made UserView an essential tool for their support operations.
Ready to Transform your Customer Support?
Join hundreds of companies using UserView to deliver faster, more effective customer support experiences.
