Customer Success Update 2018

Written by Alex Marrache on April 24, 2018
The SimplePractice Customer Success team answering customer emails.

Get the help you need when you need it

Our Customer Success team has been growing and creating even more opportunities and channels to help you get the most out of SimplePractice. As a customer, you can now receive help faster than ever before. See what’s new in 2018:

New team members working for you

We’ve added nine, fantastic individuals to the Customer Success team, including two with specialties and specific responsibilities. Our Technical Product Specialist, Michelle, works with our engineers to investigate and resolve your issues even faster. Gillian, our Product and Community Specialist, is here to help you connect with both the SimplePractice team and with each other.

Get relevant information faster

We’ve continued building our Help Center and expanding our self-service resources to get you quick and relevant answers. Solvvy, our help article search tool, is now fully integrated in SimplePractice. It uses AI learning to present you with the right resource faster, so you don’t have to go searching through the Help Center.

We also made logging in simpler, making it faster for our Product Specialists to find your account when you send in emails and easier for you to keep track of your past help requests.

“Customer service is incredibly efficient and effective every single time I’ve contacted them” -Meridee Rilen, Psy.D

More live support options to fit your schedule

We’ve received some great feedback about our on-demand screenshares that you can request with a Product Specialist. We also started piloting a phone system as well as using phone calls to handle certain requests and issues.

Speaking of phones, we started proactive outreach calls to remind you of your scheduled screenshare sessions, to offer additional help when you’re getting started with SimplePractice, and to inform you if there are any subscription payment issues.

I’m new to SimplePractice, just had my first one-on-one with Paige, she was awesome!! -Mike Gilman LMHC, CAP, NCC

Better help options if you take insurance

After hearing from customers that they wanted more insurance and billing education, we launched our “Ask a Biller” webinar series and live Q&A sessions. We’ve also increased the number of Insurance Specialists on the Customer Success team, so we now have more experts dedicated to helping you with your insurance billing.

We’ll keep you posted as we grow our team and continue to improve our excellent support.

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About the Author

Alex is the Director of Customer Success at SimplePractice. He's an INTJ and an LA native, who reaches his flow by splitting lanes on his motorcycle on the freeways. You'll find him at his favorite breakfast spot with his sons in K-Town early weekend mornings.

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