Getting the most from SimpleLTC customer support

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SimpleLTC: Getting the most from customer support
“I like how knowledgeable and helpful the SimpleLTC staff is when a distressed MDS nurse is in need of answers.”LVN/MDS Nurse
This is a recent quote from a customer. We’re highlighting it here not because she said something nice about us (which we really appreciate), but because we think it represents something we all relate to about customer support…

That feeling of being “distressed” and just needing help quickly.

The goal of SimpleLTC’s customer support team is always to provide you – our beloved customer – with quick, friendly, helpful service when you need it. And we try to do that by putting ourselves in your shoes and seeing the problem as you see it. In other words, we have empathy for what you’re going through and we understand you want to get as quickly as possible from distressed to satisfied.

In that vein, when you need help with your SimpleLTC long-term care software, here’s a quick FAQ on how to get the most from customer support:

How do I contact SimpleLTC customer support?

There are three easy ways to contact our support team:

What if I just need a quick answer to a question?

Sometimes you just want to look up a quick answer, like how to reset your password or add a new user. We’ve created a searchable “Find Answers” section on our SimpleLTC Support Center that lets you do just that. The most frequently asked questions we get are loaded here, and we’ll continue to update this with new topics as they arise.

What’s the SimpleLTC Support Center?

The SimpleLTC Support Center is our knowledge base, a repository of lots of information related to product support. In addition to the “Find Answers” feature mentioned above, you can use it to view training resources and videos, see product alerts and updates, submit a new support request (ticket) or track your existing requests. You can even suggest product enhancements.

What’s a ticket and why would I need one?

A “ticket” is simply a support request that you submit to customer support. Each ticket is assigned a number that we and you can use to track it. To open a ticket, you can either email us or click the “Submit a Request” tab in the SimpleLTC Support Center. You’ll receive an email reply that contains your ticket number, a summary of your issue, and other methods to contact us.

How do I track my ticket?

When you have an open ticket, you can track its status by clicking the “Check Your Existing Requests” tab in the SimpleLTC Support Center. One nice feature of our support system is that all replies to that original email – whether from you or from us – are automatically recorded in our system so you can see the progress as we work on your issue. Once your issue is resolved, you’ll receive an email asking you to rate the service you received.

Our goal is always to provide you with top-tier service. Please let us know how we’re doing, and if you have suggestions, we want to hear them!

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