Why Customer Service is Critical in the Faxing Industry

Why Customer Service is Critical in the Faxing Industry

In any industry, how you treat your customers can make or break your product or service. Today, because each consumer is inundated with more choices than ever, the experience users have with your company is critical. Specifically in faxing, customer support is on high-urgency due to the industries that use faxing services on a daily basis. Industries like healthcare and financial services need their paperwork securely sent and received and also urgently as they deal with important and private information. These businesses cannot afford for downtime, system errors or to have their support questions go unanswered for hours or days.

Building a knowledgeable, friendly and qualified support team to tackle the essential operations of faxing can help build the foundation for a strong customer service team. This blog highlights why customer service is so crucial throughout the faxing industry.

Faxing Knowledge and Expertise

Healthcare institutes, financial sectors and commercial businesses can’t bear the weight of miscommunication and altogether halt communication between different departments and those they serve. You need a support team of experts who understand the complex problems of faxing and can fix them quickly. This team should be knowledgeable in industry nuances and how each of their customers is using faxing, so that when an issue arises, they can solve it without hesitation. Calling a general support line can take time, but when you reach out to a company full of experts that you trust, your issue will be solved quicker.

At Lane, we work to improve and enhance the customer experience to streamline your workflow and enhance the agility of your workforce. Our support team takes the time to understand each of our customers\’ processes, so we can get them back on their feet quickly.

Response Time and Communication 

No one wants to wait hours or days for a response from a support team. Customers want to be treated as a priority and have their issue or questions answered timely, accurately and efficiently. Proper, quick, and detailed responses to technical glitches or support questions should be a normal process for support within the faxing industry. Healthcare facilities need access to their faxes so they can continue patient care. In the financial sector, it is required to keep data like revenue, tax details and more secure. Long response times and down times can hinder the entire business function of these critical industries.

At Lane, we maintain stable, consistent, and uninterrupted communication with our outstanding response time that averages 15-30 minutes. Stabilizing issues, answering support questions and rectifying errors is a job our customer team knows how to do with excellence.

Personalized Faxing Service

Every healthcare institute, banking sector, and public and private organizations have different requirements for faxing. Some of them can perform their tasks efficiently with the help of e-faxing, some use more traditional faxing services, and others may need an integrated combination of Fax2.0 and 3DS faxing. On top of that each of them can have different budgets, resources, team members and capabilities. As we work with a customer, we get to know them. Understanding not only what they do on a business level, but on a personal level. Forming those relationships is important to our team so we can put faces with names and they are comfortable with our team as well. Our goal is to serve as a partner, not just another vendor. Every person and business is different and we want them to feel their support is personalized to their wants and needs.

Additionally, we don’t put our clients in the position of tackling newly integrated faxing systems on their own. To make our provided fax service successful, we provide training, technology maintenance, and consultancy. Our development engineers have over 300 years of experience in communication systems. This vast experience and customer service expertise in faxing enables us to provide customized and rigorous fax solutions.

At Lane, our team loves being able to work with customers on a daily basis, helping them solve challenges, answer questions and get them back up and running. We pride ourselves on a quick response time that is personalized to each customer. After each support issue is resolved, we even send out a feedback survey to gather information on how our team was able to help and how our customers felt after their support interaction. So far, our scores exceed industry standards! We love what we do and our customers are the best part of our job.

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Altera Digital Health (formerly known as Allscripts) has a proven track record of developing cutting-edge technology for healthcare systems. Lane’s Passport product is leveraged as a solution for hospitals within Altera’s ecosystem to provide faxing of lab results. With this partnership, hospitals benefit from the latest in healthcare technology, delivered by a team with years of experience in providing innovative solutions.

Lane has been an authorized partner with Clinisys (previously Sunquest) for decades. Since 1979, Clinisys has been providing diagnostic informatic solutions to laboratories and healthcare organizations. They develop, design and support a comprehensive clinical information suite for over 1200 hospitals. Clinisys is constantly evolving and pushing the boundaries of diagnostic care for pathology laboratories worldwide.