At DearDoc, we’re committed to supporting you at every step of your journey. From initial setup to achieving long-term goals, we understand that different stages require unique expertise. That’s why we have specialized teams—Customer Support, Customer Success Managers, and Onboarding Specialists—each dedicated to helping you make the most out of DearDoc. These roles are designed to provide the right guidance and support precisely when you need it, ensuring your experience is smooth, efficient, and effective. By knowing who to reach out to, you’ll benefit from faster resolutions, more proactive guidance, and a comprehensive approach to meeting your goals. Here’s a breakdown of each team’s role and how they contribute to your success.
Customer Onboarding: Your Guide to Getting Started
Our Onboarding Specialists are your primary point of contact immediately after the point of sale. They ensure all products are correctly set up, live, and functional, and they train you and your staff to make the most of DearDoc. This hands-on role ensures that your practice is fully equipped with everything it needs to start strong and smoothly transition to the ongoing support of your CSM.
Contact Channels:
Scheduled Meetings & High priority email/SMS
Availability: 9 AM - 6 PM ET, Monday through Friday
When to Contact Onboarding:
After initial purchase, your Onboarding Specialist will schedule sessions to get your practice set up, live, and ready to use DearDoc features effectively. They’re there to provide training and to address any questions about setup so you and your team feel confident and ready. After setup is complete, your CSM will take over to guide your journey and ensure your practice’s ongoing success with DearDoc.
Customer Success Managers (CSMs): Your Business Success Partners
Our Customer Success Managers are here to help you succeed with DearDoc long-term. Your CSM is dedicated to understanding your business goals, tracking your success, and ensuring that DearDoc continues to bring value to your practice. This team proactively reaches out to schedule check-ins and business reviews, update you on key product opportunities, and flag any important notices that could impact your goals.
Contact Channels:
Scheduled Meetings & High priority email/SMS
Availability: 9 AM - 6 PM ET, Monday through Friday
When to Contact Your CSM:
If you need a strategic review, business insights, or want to explore long-term goals and product optimizations, your CSM is the person to reach out to. While they don’t handle daily troubleshooting, they provide the strategic direction needed to ensure you’re on track for success with DearDoc. Your CSM will also proactively reach out, so you’re never out of the loop on key updates or opportunities.
Customer Support: Your First Line of Assistance
Our Customer Support team is your front line for day-to-day assistance and troubleshooting. Think of them as the “front desk” of your practice’s DearDoc experience. This team of experienced specialists is passionate about customer service and well-versed in our products, so they can assess your issues and, if needed, determine whether escalation to your Customer Success Manager is the best course of action.
Contact Channels:
Phone, Email, and Live Chat
Availability: 9 AM - 6 PM ET, Monday through Friday
When to Contact Support:
Reach out to our Customer Support team whenever you have general questions, minor technical issues, or basic troubleshooting needs. Support can often resolve issues directly and quickly. If an issue requires more advanced assistance or deeper product knowledge, they’ll connect you with the right person or escalate to your Customer Success Manager (CSM
Quick Guide: Who to Contact and When
With these dedicated teams in place, you’re never alone in navigating your journey with DearDoc. Each team member is here to provide expertise tailored to where you are in your journey—whether it’s getting set up, achieving daily efficiency, or strategizing for long-term success.