What is your process for addressing customer issues to provide fixes?
Our customer support approach is designed to provide rapid, comprehensive, and transparent resolution for healthcare organizations. We have developed a multi-layered support strategy that ensures minimal disruption to clinical workflows, fast resolutions, and maximum user satisfaction.
Self-Service Support Ecosystem
Help Center: Our comprehensive online resource hub (at help.corti.ai) offers an extensive library of searchable knowledge base articles, providing instant solutions to common queries and technical challenges. Detailed video tutorials walk users through troubleshooting steps, system configurations, and best practices.
24/7 Dedicated Support Infrastructure
Multichannel Support Availability: Our specialized support team is accessible via live chat and email around the clock, ensuring immediate assistance for users who cannot afford system downtime.
Multilingual Support: Recognizing the diverse healthcare landscape, our team includes representatives fluent in multiple languages to serve varied organizational needs.
Proactive Issue Tracking and Communication
Dedicated Issue Management: Upon issue reporting, a unique tracking number is immediately generated, allowing users to monitor resolution progress.
Regular Status Updates: Our team commits to providing consistent, transparent updates to reporting users. For high severity issues, this includes communication intervals no longer than 2 business hours.
Escalation Protocols: Complex issues are rapidly escalated to specialized technical teams with deep expertise in ambient AI and healthcare documentation systems.