It’s been a long, busy day at your home care agency. Your caregivers are all across town serving your clients as you work from your company office coordinating, tracking, scheduling, reporting, and billing from your home care software. Things are going great! You feel like you’ve finally hit a groove with your home care software, and then suddenly, you hit a roadblock. Everything you’re working on comes to a halt because of an error message you’re receiving in your software. You think, “Is it something I’m doing? Is it the software’s fault? HELP!” You pick up the phone and call your software’s customer support line. The phone rings a few times. You wait. A few more rings. Still no answer. More rings. Finally, you hear an all-too-familiar answering machine, “thank you for calling…” You groan in frustration. “Not again!” You quickly leave your voicemail, hang up, and pray they return your call quickly.
Since your question is still not answered, you feel stuck in your day, so you hop onto Google and start typing in “home care software with good customer support.” After scrolling through the top “Sponsored” search results and Google’s “featured snippet,” you land on the top organic search result: G2’s page for Best Home Care Agency Management Software. You click on the G2 link, and your eyes immediately land on AxisCare Home Care Software at the top of the list. “Interesting…” you think as you click on AxisCare’s listing.
A Responsive Customer Support Team Can Save the Day
Almost every home care agency owner, office manager, director, etc., has had an experience like the one above. No software is perfect. Things happen out of your control that require the assistance of your home care software provider. What happens when you call your software provider’s customer support line is where the story differs for AxisCare users. An AxisCare user would have been greeted on the phone by a Customer Support Team member in about 30 seconds, and their question would have been resolved in about 12 minutes (real performance stats from AxisCare’s Customer Support Team). That means their day could continue as usual: coordinating, tracking, scheduling, reporting, billing, etc., for their agency. A responsive customer support line saves AxisCare users’ days from derailment.
What Are Customers Saying?
When you start scrolling through AxisCare’s G2 profile, you start noticing reviews from real AxisCare customers saying things like:
What do you like best about AxisCare Home Care Software?
The best part or the best partS? Loads of customizing options, tons of features, and great US-based customer support. Really, it all comes back to their customer support. I use AxisCare every day, literally, and when I have a question I simply call them up and they answer every time. If I ever need to alter a setting, their customer support walks me through it and educates me on additional options. If I’m curious about analyzing certain data, customer support shows me features available to pull that exact data. Needless to say, I feel secure with the AxisCare software and the AxisCare team.
– Henry S.
What do you dislike about AxisCare Home Care Software?
I honestly love everything about AxisCare and any time I have a problem, the support staff has been amazing to help me resolve the issue.
– Allie C.
What do you like best about AxisCare Home Care Software?
The friendly, knowledgeable staff go above and beyond. From the sales to the onboarding and then the customer service for ongoing support we are very happy.
– Verified User in Hospital & Health Care
Your mind starts racing. “You mean there’s a different software provider out there that actually answers the phone?” You have to get to the bottom of this. You start researching AxisCare across the Internet. Capterra, GetApp, Software Advice, TrustRadius, (even Google Reviews!) all share the same story – customers happy with the support they receive.
Customer Satisfaction Scores Above 98%
You continue your research of AxisCare and see a video on their YouTube channel titled “Making Your Success Our Mission.” You start watching, and 45 seconds into the video, you become slack-jawed. AxisCare’s Director of Customer Support, Matt Bonow, just said, “Over the last year, our customer satisfaction scores have been above 98%.” “Impossible,” you think. Matt continues in the video, “We have averaged a high answer call rate of 98% or more. And our first reply time to emails has been below 30 minutes.” You think, “Below 30 minutes?! I’m still waiting for a reply from my software provider from over 24 hours ago.”
Is It Worth Switching Your Home Care Software Over Bad Customer Support?
So where do you go from here? You click on another AxisCare YouTube video titled Why Home Care Providers Trust AxisCare: Top-Rated Customer Service Makes A Difference. As the video begins, you hear multiple home care providers share a common frustration: software companies that promised support during the sales process but disappeared when real problems started happening. Long wait times, unanswered calls, and feeling like just another ticket in the queue had become part of their daily operations. You pause for a second. “That sounds exactly like us,” you think.
One customer explains how difficult it was trying to get help when critical issues interrupted their workflow. Another talks about how their agency needed more than software features — they needed a true partner who understood the pressures of running a home care business. As you keep listening, a pattern starts to emerge: the reason these agencies switched to AxisCare wasn’t just technology. It was support.
The video continues with customers describing what felt different about AxisCare from the very beginning. The onboarding teams listened to how their agencies operated. Support calls were answered quickly by knowledgeable people who genuinely wanted to help. Instead of generic responses, they received guidance tailored to their business needs. You find yourself nodding along.
Then you hear agencies explain how that level of support translated into real operational improvements. Teams became more efficient, billing and scheduling processes became easier to manage, and staff felt more confident knowing they had a responsive support team behind them whenever challenges came up. One customer even describes AxisCare as feeling more like a partner than just a software vendor.
You lean back in your chair for a moment. “That’s what we’ve been missing,” you think. It’s not just about finding software with more features anymore. It’s about finding a company that actually answers the phone, understands your agency, and helps you succeed when it matters most.
Without hesitating, you open a draft email to your leadership team and begin outlining the pain points of staying with your current software — with customer support sitting firmly at the top of the list.
Let’s Talk. We’ll Answer.
This story isn’t new to us. We hear a similar type of story from countless customers of ours. We love supporting home care agencies and helping them work through problems. If that’s something you’re interested in having for your agency, schedule a demo with us today so we can help get rid of the roadblock of poor customer support affecting your agency. Let’s talk. We’ll answer.
