Support is not a cost center, it's a profit center. Treating customers with urgency and clarity and respect (maintaining the chain) is more urgent than ever. But companies are busy measuring time on the phone or cost per hour of support people instead of even trying to measure customer churn.
Customer satisfaction isn't just everything, it is the only thing. And when businesses lose their way, it’s usually because they’re not properly obsessed with making the customer happy.
For many companies, customer service is an afterthought. For EHR vendors, customer service probably started out well when they were a young company. It was the only way to stand out, because product differentiation doesn't exist any more. Later with pricing pressures and dropping sales, do did customer service.
Instead of ramping up customer service to drive more business it was sacrificed at the altar of 'cost center'.
Think of Amazon and Zappos. For them Customer service and satisfaction isn't just everything, it is their reason for existence. Connecting with your customers more efficiently and exceeding in delivery of service creates Evangelists that drives more business - referrals and word of mouth sales.