Resolve faster, call less, and keep every doctor happy
Your support team is the voice of your lab. Pilot equips them with shared inboxes, a whitelabelled doctor portal that deflects routine calls, and the tracking tools to make sure every inquiry gets resolved — not just answered.
Customer Support Tools
INBOXES & CONVERSATIONS
Every message, one place, zero dropped balls
Emails, portal messages, and internal notes all flow into shared inboxes your team manages together. Assign conversations to specific reps, track response times, and see the full history of every doctor interaction tied to the case it belongs to. No more digging through personal email or asking 'did anyone reply to this?'
Whitelabelled Customer Portal
CASE STATUS & COMMUNICATION
Doctors help themselves instead of calling you
Doctors log into your whitelabelled portal to check case status, view production progress, and send messages — all without picking up the phone. Your support team handles fewer status-check calls and can focus on the inquiries that actually need a human response.
Customization
CUSTOM FIELDS
Track the details your support team needs
Add custom fields to customers, billing accounts, conversations, and cases to capture the context your support team relies on — preferred contact method, escalation notes, account tier, or anything else. Fields are fully searchable and filterable, so the right information is always one click away.
Analytics
SUPPORT REPORTS
Measure what matters for customer satisfaction
Run reports on conversation volume, resolution times, repeat inquiries by doctor, and the most common support topics. Identify which doctors need extra attention, which issues keep recurring, and where your support process can improve.