How Validic's Support Team Delivers World-Class Client Service
In healthcare technology, exceptional client support isn't just a nice-to-have—it's essential. When dealing with critical health data integrations and patient-facing applications, every minute of downtime matters, and every frustrated user represents a potential gap in care delivery.
That's why Validic sought to develop the most powerful client service in the industry. Our support operation consistently exceeds industry standards with an average satisfaction rating of 4.9 out of 5 and response times averaging just 15-30 minutes. But these impressive metrics only tell part of the story.
More Than Just Numbers: The Philosophy Behind Excellence
Exceptional customer support in healthcare technology requires more than fast response times—it demands a fundamental shift in approach. Leading support teams operate under the core philosophy of treating every client as "the loudest voice in the room," ensuring consistent attention and care regardless of organization size.
"The goal isn't just to resolve tickets," explains Selma Pittman, SVP of Client Experience.. "It's about building relationships and ensuring every interaction reflects a genuine commitment to client success."
This philosophy translates into real results: an 87% first-call resolution rate and an average resolution time of just 6.5 hours across over 7,500 requests handled this year.
This human-centered approach to support proves particularly valuable in healthcare technology, where technical issues can directly impact patient care and clinical workflows.
A Structure Built for Success
Validic's support organization is thoughtfully structured around client needs, with specialized teams handling different types of requests:
Technical Support focuses on developer and administrator needs, serving as a crucial buffer between clients and engineering teams. When a product manager has questions about API integration or an engineer needs clarification on SDK implementation, this team provides expert guidance without overwhelming internal development resources.
Service Desk handles end-user issues, from Bluetooth connectivity problems to patient-facing application questions. This team understands that behind every technical issue is a real person trying to manage their health data.
The Human Touch in a Technical World
Perhaps most importantly, Validic's support team brings personality and humanity to what could otherwise be sterile technical interactions. Our team emphasizes bringing humor and personality to documentation and client communications, recognizing that healthcare technology doesn't have to be intimidating or impersonal.
This approach extends to their commitment to cross-training, ensuring that team members can assist across different specialties. When a complex issue arises, clients don't get bounced between departments—they work with knowledgeable professionals who can either solve the problem directly or quickly connect them with the right expert.
Seamless Integration with Implementation
One of Validic's unique strengths is how closely our support team works with implementation specialists. This collaboration creates a seamless client experience from initial contract through ongoing support relationships. Clients never feel like they're being handed off between teams. Instead, they experience continuous, coordinated service throughout their entire journey with Validic.
Looking Forward: Innovation in Support
Our team continues to evolve, with plans to create more video content showcasing their expertise and highlighting new product features. This initiative reflects their broader commitment to proactive client education and engagement, moving beyond reactive problem-solving to help clients maximize their investment in Validic's platform.
The Bottom Line
In an industry where technical complexity often creates barriers between companies and their clients, Validic's support team serves as a bridge. We combine deep technical expertise with genuine care for client success, creating an experience that consistently earns satisfaction ratings that many companies can only dream of achieving.
These aren't just impressive numbers, they represent thousands of resolved issues, countless hours saved for busy healthcare professionals, and ultimately, better experiences for the patients who depend on seamless health data integration.
When healthcare organizations evaluate technology partners, they're not just buying software, they're investing in relationships. Validic's support team ensures that investment pays dividends every day, one satisfied client at a time.
Validic's support team handles nearly 10,000 client requests annually while maintaining industry-leading satisfaction scores. Contact our team today to learn more about how Validic can support your healthcare technology needs.