Throughout pMD’s nearly 20 years of existence, we have always been extremely proud of our unparalleled customer service. Our commitment to providing great service is one of the first things potential new clients come to learn about pMD, either from reading the hundreds of testimonials housed on our public website, word-of-mouth, or in initial conversations with a member of our sales team.
We all know it’s easy to say our customer support is “unparalleled,” but what does that actually mean? As part of the customer success team here at pMD, I’m prepared to put my money where my mouth is on this one! Below, are just a few of the things that make the support we provide so excellent.
1. Easy to Reach: Users can get in touch with us extremely easily. They can call or message support directly from pMD’s mobile application or from our website. There are no hoops they have to jump through to discourage them from reaching out, and they always speak directly with a live pMD employee. Plus, because the medical world doesn’t close up at 5pm, neither do we - pMD support is available 24/7/365.
2. Timeliness: Our goal is never to miss a phone call and to reply to all written correspondence within the same business day, at the latest. Our software is designed to be used in real time, and we want our support model to be responsive to users who need help as they’re using our products throughout the day.
3. Product Knowledge: Learning how to provide a high level of service to our customers starts on day one of new employee training, and throughout an employee’s career at pMD, they maintain responsibility for helping with customer support. All of our support comes from in-house and is never outsourced to a third party or contractor.
4. Good Judgement: More often than not, questions or issues that come to us via customer support truly are support items, such as a user who forgot their username or a new employee who needs access. However, sometimes an inquiry that initially is posed as a support item is really part of a larger project or requires training or workflow updates affecting many users. If that’s the case, that client’s account manager is notified and included in the conversation so that they can assist with resolution for longer-term or more complex undertakings.
Our vision is that getting in touch with pMD’s customer service is just as easy as using our charge capture, secure messaging, care communities, and quality reporting software. A quick and easy resolution means that medical providers and their staff can get right back to doing what’s most important - treating their patients and saving lives!