The Role of Customer Support in Home Care Technology
Support is a mission-critical function, and agencies rely on their technology vendors to keep operations running smoothly. Most importantly, though, their tech stack should also be a driver of sustainable growth. In agencies’ eyes, strong customer support can take a home care platform from “helpful software” to “valuable partner in our success.”
That’s why customer care teams in this industry need to do much more than sift through service tickets. They should be proactive problem-solvers and enthusiastic educators, approaching each conversation with the same compassionate attitude demanded of any home care professional. They should deliver real expertise and value, contributing directly to satisfaction rates and therefore an agency’s retention efforts.
Here’s how AxisCare’s award-winning support is making all the difference for home care agencies, their internal teams, and their clients.
Key Functions of AxisCare’s Support Teams
The home care space requires customer support to wear many hats throughout the customer journey. And before software providers can support an agency’s client roster, they’ll need to get the agencies themselves onboarded. AxisCare’s support staff guide teams through the process of setting up systems, migrating data, and integrating with existing tools, helping them get off the ground quickly and confidently.
But that’s not the only time they’ll play the role of educator. Over time, they’ll act as a go-to resource for comprehensive training, supporting staff with live walkthroughs of new features, self-serve resources for troubleshooting, and guidance tailored to each agency’s unique workflow, ensuring staff are empowered to make the most of their digital tools as needs evolve.
Whenever questions or technical issues arise, the support team must be on call for quick and reliable assistance, whether it’s an internal employee or a home care client that’s having an issue. Their approach should be twofold: solve the immediate problem as quickly as possible, then equip the individual with the tools and education they need to avoid future service calls.
Onboarding & Training
Many home care software vendors conduct an initial intake session with new agencies, then send them on their merry way. However, the beginning stages of software adoption can be fraught with confusion as growing pains make themselves known. Our support team will remain available as a go-to resource not only through the initial onboarding and training process, but well into the adoption and maintenance phase to help them mitigate any issues that crop up in real time. In our experience, this is the key to setting clients up for a seamless transition with minimal disruptions, and a smooth journey for the long haul.
Proactive Problem Solving
Once these processes have been established, that doesn’t mean support transitions to a hands-off role; AxisCare sticks with its clients for the long haul, ensuring they remain confident and successful long after the early days. Rather than waiting for an issue to pop up, they regularly check in, proactively offering tips, feature updates, and optimization advice for internal teams. This forward-thinking approach helps agencies extract even more value from their home care platform, while answering questions they may not even know they had.
Customer Support as a Growth Engine
Businesses are operating on shoestring budgets, and especially with the advent of AI, many are pivoting to support models that don’t even offer a call-in option. Agencies therefore have a golden opportunity to set themselves apart with responsive, human-driven help – for example, at AxisCare, our support team is based right here in Texas. When delivered effectively, support can be a strong driver of business growth by fostering loyalty, generating referrals, and enabling upselling opportunities through exceptional service.
Building Client Loyalty & Advocacy
Word of mouth is a force as old as time, and modern-day businesses stand to benefit from creating positive client experiences. Happy customers are marketing engines within themselves, telling others in their peer group about their successful interaction – especially when we’ve been conditioned to expect so little from the average support call.
Instead of throwing a support ticket into the void, clients who chat with a real, engaged human are far more likely to reach the resolution they’re looking for, and the process of winning their trust will be underway. When clients can plainly see a vendor’s expertise and attentive nature, they have every reason to stick around … and to spread the word.
Driving Referrals & Upselling
When agencies generate happy customers, they don’t just grow outwards. They can also grow from within. As support teams go through the process of troubleshooting issues with clients, they can often identify opportunities to explore additional features and services that can elevate their care. Clients who stay with an agency long-term may also come across these opportunities naturally as their care needs become more complex.
Real-World Impact: Case Studies & Testimonials
On the heels of a frustrating experience with another vendor, the True North Home Care team turned to AxisCare for a fresh start. Throughout the transition, our responsive and ultra-knowledgeable support team has been a constant source of guidance, equipping TNHC’s staff with the confidence and clarity needed to make the most of our powerful platform. With a supportive vendor backing them up, the agency is on track to hit $1 million in revenue in its second year – living proof that the right technology, paired with a helping hand, can help a home care agency thrive.
Amada Senior Care came to us in a similar bind: their current software left them feeling under-equipped and boxed in. They had a lofty goal of transferring all agency data to a new provider in just 45 days, so our onboarding team jumped into action. We successfully migrated all franchise locations within the allocated time frame, then trained all of the associated staff immediately so they would be able to use the system effectively right off the bat.
The Future of Customer Support at AxisCare
With AI tools gaining prominence in every corner of the economy, AxisCare is aiming to evolve its support model to become even more proactive and growth-oriented. That being said, our commitment to the human touch will remain at the forefront of our strategy: while we embrace all the ways in which AI may expand our capabilities, we are committed to serving our clients in ways that are down-to-earth and authentic.
Tools like real-time performance insights and in-app guidance will help support teams anticipate agency needs and deliver tailored solutions faster than ever. Meanwhile, on-demand learning resources will empower clients to resolve simple questions instantly, while dedicated staff will continue to provide high-touch, strategic assistance.
Let AxisCare Support You Every Step of the Way
AxisCare is prepared to help support your agency and its growth every step of the way. Let us prove it to you: request a free live demo with our team!
