Article | November 2, 2017

A New Paradigm For RTSM Customer Support

Source: 4G Clinical

By Teresa Goodnough, Customer Support Lead (CSL), 4G Clinical

Doctor On Laptop

We’ve all had experience calling customer support, whether it’s for your cable, cell service or health insurance. How many times have you punched zero trying to by-pass the automated scripts just to get to a real live human being? You finally hear a voice (hallelujah!) and you realize very quickly that person cannot answer your question and transfers you to another line (or worse gives you another number to call). What seems like hours later, you finally get some sort of resolution, with perhaps additional follow-up to someone higher up that has more expertise in your issue.