HITS introduces several service enhancements in response to customer feedback

January 14, 2020  //  FOUND IN: Updates & Resources,

Health Information Technology & Services (HITS) recently introduced a number of service enhancements designed to make getting help faster and more convenient — including live chat support, improvements to its service portal and a new way to schedule appointments at its three Help Me Now drop-in help locations.

Here’s what you need to know to take full advantage of these improvements!

Live chat support 

Customers can now chat with a service desk associate about their technical issues by visiting the HITS Customer Service Portal. Live chat support is available Monday through Friday from 8 a.m.– 4 p.m. 

HITS Customer Service Portal

HITS used feedback from customers to upgrade its Customer Service Portal. The changes make service catalog items easier to find, navigation more intuitive and searching more effective.

‘Help Me Now’

For those who prefer face-to-face help, HITS has introduced the ability for customers to check-in online or schedule appointments at any of its three Help Me Now locations.

Customers can still walk-in without an appointment — or choose to skip the line by scheduling a time that works best for them! Just visit the HITS Customer Service Portal and click the “Come See Us” icon. 

“As part of our effort to constantly improve the way we serve our customers, we regularly ask for feedback,” said Michael Warden, HITS senior director for business IT.

Warden said that one thing the department consistently heard was that employees wanted better, faster and more convenient ways to get help.

“The introduction of live chat support, improvements to our Customer Service Portal, and offering scheduled appointments at our three Help Me Now drop-in locations are just three ways we’re delivering on that feedback,” Warden said. “Over time, we look forward to leveraging this valuable information to continue improving the HITS customer experience.”

For more information on these new features or to see upcoming improvements, check out HITS News.