EHR’s Need to Provide Good Tech Support or Else Lose Customers

EHR’s Need to Provide Good Tech Support or Else Lose Customers

Tyler Schow 18.02.2016 Blog, BreezyNotes Facts, Position

Customer support is one of the main factors when it comes to customer loyalty for an EHR company. One would think this was pretty obvious.

Of course it’s good to have hard data to back that up because according to some of our customers there are still some EHR companies don’t get it.

EHR’s need to provide good tech support or they will lose customers.

Ever feel like this after a call to customer support?

We’ve all experienced bad customer support. It leaves us feeling angry, disappointed, or–at its worst–stupid! So when we hear about a prospect who has gone through such a support situation, it breaks our breezy hearts!

Good customer support is all about helping people be successful. At BreezyNotes, we have three tenets of customer support:

Be available as quickly as possible to fix the issue

Response time is important. When it comes to customer inquiries we take care of them as fast as humanly possibly. We do this because we understand that our customers–each and every one– are what make us successful. We fail when our customers fail to be successful with our product.

Be kind and patient while you are fixing the issue

Anyone who has EVER called a customer support line did so because they couldn’t do something on their own. For some that can be a tough state to be in. Whether it’s a simple forgotten password or a more complex issue we put our trust and our business in the hands of those customer service reps. The last thing anyone needs is to feel belittled. It’s just plain wrong.

Actually fix the issue

This one seems simple enough, but dig a little deeper and it gets more complex. Issue resolution is one part troubleshooting, one part intuition and one part education. Before fixing the issue, it’s important to know the root cause. In some cases, this is no different than mental health. When a customer calls in with an issue, it’s important to take the time to ask questions and find out how it arose. Then, if possible, give the customer the tools to take care of it on their own.

For a tech company like ours, customer support is one of the precious few opportunities for human interaction between company and customer. It must be a good one. When it’s not, that’s the first time the customer starts thinking about what else is out there.

After all… we’re all just people trying to be successful with the tools we have.

Let us know how we can help you be successful. Contact us at 612-568-1124, info@breezynotes.com or via our contact page.