Importance of Multi Channel Customer Service and Support

What good is powerful software without multi channel customer service and support available when you need it? Web-based home health and hospice software has many advantages including minimal upfront costs, rapid development cycles with immediate updates, no downtime for server maintenance, and the ability to use a variety of devices from anywhere, at any time. While all of these things are certainly important, there is another key component that will often make or break an agency’s satisfaction with his or her software – customer support.

Having great software alone isn’t enough.

In a 2010 report by Harris Interactive and RightNow, researchers found that 82% of consumers have stopped doing business with a company due to poor customer service experiences. This means that to be successful, agencies not only need great software, but they also require a positive experience capped off by fully integrated, personal customer support.

Multi channel customer service and support is key to a positive customer experience.

In today’s age, customers expect access to customer support through a number of channels. This gives them a wide variety of options to use depending on the level of complexity and urgency of their issue.

Telephone
When there are tough or complex issues to discuss, users want to clearly relay information to an experienced support representative who can solve problems quickly and effectively. Telephone support offers a real-time channel that allows for deeper, two-way discussions that can facilitate faster problem resolution. A study conducted by American Express and Ebiquity noted that nearly half of consumers prefer to speak with a representative over the phone for difficult or complex inquiries.

Online Chat
According to eDigital’s Customer Service Benchmark survey, online chat also offers an opportunity for real-time, two-way discussions with a live support representative. It is a convenient option for users who may have a less complex problem or a quick question that can be easily answered. With live chat, support agents can push links or training documents via chat, giving the user quick, direct access to useful information.

Email
Email is another great way to connect with customer support. Busy users have the ability to reach out when they are limited on time and don’t require an immediate reply. Most are familiar with, and trust, this communication channel and appreciate having a “written record” of communication with the software vendor. American Express and Ebiquity stated that 36% of consumers prefer to use the company website or email for simple inquiries.

Knowledge Base
Many software users prefer to utilize resources such as learning modules, guides, FAQs, tutorials, etc. for assistance. This is useful for those who are looking to educate themselves about software functionality or components. Additionally, these resources can be easily viewed at any time, from anywhere – even in the field.

Emergency Support
Problems don’t always conveniently occur during business hours. Customer support reps should be available 24-hours a day, seven days a week for urgent and emergent issues.

Making the connection.

While automating customer support can be a timesaver, there is a risk of missing key moments to connect with users, and to really understand and get to know who they are and how their businesses operate. It is that understanding that enables vendors to recognize software components that are working well, and those that might need to be re-examined to better serve the unique needs of home health and hospice agencies. Working with a home health and hospice software vendor that offers multi channel customer support allows users to get the help they need the way they prefer to communicate best.

Is your home health and hospice software vendor giving you the support you need?

To ensure your agency’s success, you need a partner who offers exceptional multi channel customer service and support. Many home health and hospice software vendors have solid products, but we often hear that they aren’t there to help when you need them. With HEALTHCAREfirst, you don’t just get the industry’s leading EHR software, you also enjoy a world class customer support program.

  • Extensive support available by email, online chat, and phone support
  • Dedicated team of support experts familiar with your agency
  • Highest customer support satisfaction rating
  • Rapid response and resolution times
  • Survey Alert! High priority protocol to support you when surveyors arrive
  • Ongoing training and education with an extensive library of valuable resources

The HEALTHCAREfirst Difference

Our multi channel customer service approach ensures a personalized support experience designed to get you the right help at the right time. That’s another reason why our customers love us! Check out this video to learn more about how HEALTHCAREfirst’s customer service team supports Ballinger Home Health and Hospice.

Contact us to learn more!

 

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