When it comes to choosing software for automated patient communication, there are lots of factors to consider, including whether they offer innovative features that save your front desk time. But one of the most important (and often overlooked) factors is the quality of their customer service—and whether you’re truly given the personalized touch.
You've selected this software to improve your customer (or patient) service, so it’s a bit ironic when some providers decide to skimp on customer support by not letting you speak to a live person on the phone. After all, having to rely solely on canned answers on a website or email support can be frustrating when all you want is a friendly voice to help quickly answer your question.
Lighthouse 360 is a patient communication software provider that understands the importance of the personal touch and bridges the gap between “new school” technology and “old school” support. This is evident in both the innovative features they provide for dental practices and their award-winning support for customers.
Specifically designed for dental practices, Lighthouse 360 integrates with the existing practice management system and provides helpful, automated features designed to save time and keep the schedule full. Take for example, Fill-In, which automatically detects last-minute cancellations and finds a patient to take the opening. That’s new-school technology that saves you time from picking up the phone. At the same time, Lighthouse 360 encourages their dental practice customers to pick up the phone for unlimited old-school support with a live agent. You’re welcomed to call in and talk to a real person—not a robot—Monday through Friday 7 a.m. to 6 p.m.
In a Dental Product Shopper evaluation that surveyed current Lighthouse 360 users, customer service was one of the most highly rated features, scoring a nearly perfect 4.9 out of 5. One evaluator emphasized that his emails and phone calls are always handled “quickly, professionally, and in a friendly and helpful manner." This was one of the criteria that earned Lighthouse 360 a DPS “Best Product” designation.
I recently interviewed a dentist who shared some interesting insights about the importance of live technical support. He commented, “It’s now a thing where you’re just texting everybody, and nobody really wants to talk to you on the phone. I'm a little old-school when it comes to that. I want to interact with somebody. I don't want to pick from a list of my problems when it’s not quite exactly the problem I'm having. I want to talk to somebody so I don't feel like I'm wasting my time.”
In a busy practice, time is money—and you shouldn’t have to waste either dealing with impersonal customer “service.” So make sure you work with providers, like Lighthouse 360, who understand that and make providing friendly live support a priority.
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