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Can You Expect Real-Time Support?

We’ve all been there. You’re in the middle of using technology and forget the next step to take. Or you accidentally deleted something that is now needed.

Did you want help right away or were you happy waiting to get a response?

Seems like a no-brainer. Who doesn’t want to have their problem solved right away? Our lives are busy and we’ve become accustomed to instant gratification as the norm. At least, for anyone with a smart phone.

If you want it, it will come

Consumers will abandon a mobile app if it doesn’t load within six seconds and almost half expect a web page to load in two seconds or less. Given the demand and the advancements in technology, why shouldn’t we expect real-time support whenever we need it?

Yet, that’s the thing about service. Sure, you can enter a question into your smart phone, send an email or maybe even re-read that instruction manual. More often than not, if you’re having issues related to technology, you’re probably going to want to talk to someone.

Reach out and call someone

When it comes to EHR software, real-time support is critical. Our software helps skilled nursing facilities take care of residents, and a quick service response makes the difference in that quality of care.

What is real-time support? When you call, you talk with a real, live person. That person assists you right away with your issue or question without transferring you or taking a message. We pride ourselves on being available to help clients on that first contact, with 80% first call resolution.

Still want a personal experience?

Self-service technology provides plenty of advantages. We offer online resources within our software for clients to get real-time answers while using the software.

At the same time, that personal connection is still needed. We get it. That’s why we’re here.

An immediate response from a real, live person can give you more confidence that it’s the right answer. It also helps you get back to real life faster. More time with residents and more time to make a difference in their lives.

If your question is financial, real-time support also impacts your bottom line. You can rest assured that claims will be sent accurately and in a timely manner with increased cash flow.

Expect real-time support from your EHR vendor. Ask them about their customer service philosophy. Better yet, try their help line and see how long it takes to get an answer. If the response isn’t up to your standards, contact us today.

Elizabeth Lee
Elizabeth Lee

Elizabeth Lee is the Vice President of Customer Service for MatrixCare. Since joining MatrixCare in 2005 she has held various positions including Director of Client Support for 6 years prior to being promoted to Vice President of Customer Service on January 1, 2018. Elizabeth’s team is responsible for delivering software support for all of our MatrixCare offerings and ensuring the continued maximum use of our products. Elizabeth holds a bachelor’s degree from St. Olaf College.

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