Customer Support Like It
Should Be
Unlike so many organisations, your (human) contact with CareLineLive’s staff doesn’t stop the moment you sign a contract with us. Our customer support team is with you every step of the way from a structured onboarding process through to rapid response to your day-to-day enquiries.
Our friendly support team can be accessed in three ways:
- Via our in-app messaging and support platform Intercom
- Via email
- On the phone
You may not even need to use our support service as we have a comprehensive online support website with ‘How to do’ help articles, videos, FAQs and more. We have a team dedicated to keeping this updated and add new content on an almost daily basis.
Our Customer support by the numbers
80%
of support calls answered within 20 seconds
20 mins
Median first response time when contacted via Intercom
97%
Support tickets rated good or excellent
Customer support resources
Our customer support site includes a helpful repository of step-by-step walk throughs on all the common things you might want to do on CareLineLive. This includes over 70 videos that guide you through different functionality and processes. See some examples below.
How-to
How to change company settings
Learn how to change your company name, logo, contact details. Update details for different branches or teams.
How-to
Create an invoice run
How to find previous invoice runs and create a new one. Select teams for invoices and the date range required. Learn how to apply filters.
How-to
Export a single MAR chart
Export tasks, medications and MAR charts by date. Choose to include completions, comments, timestamps, allergy details and GP contact details.
How-to
Export multiple MAR charts in bulk
Export MAR charts in bulk rather than by a single MAR chart. Merge all tasks to a single pdf or keep separate. The export will then be sent by email.
How-to
Add a medication record on body map
Using the body map function add a new medication, start date and dosage. Then use the body map to select the area to apply the medication.
How-to
Bulk generation of bookings
Once a client’s schedule entry is completed you can bulk generate bookings from them. See why bookings may not be able to be generated by clicking on the red exclamation mark.
Don’t just take our word for it!
Customer feedback on our support and onboarding process:
"We have been with CareLineLive for 4 years now and find the system great, its is very user friendly with Help at the touch of a button. CareLine are always close by to help and assist with any issues and do so in a promptly manner understanding the importance of reaction time to ensure we keep delivering our care. All round great company and great staff."
George Swan
Happy Homecare Services
"The service is very organised especially the support documentation. There are articles as well was short videos to help us when get stuck. Excellent work from the team!"
A Antony
"There is always someone at the end of the phone if we have a problem and they are very quick to resolve issues with rostering and any "blips". Been with them for just over a year now and all the staff are very easy to talk to and now (having got to know them) can actually have a laugh and joke with them which really helps with stresses from both ends."
Simone
Everycare Rugby
“The customer support from Careline Live has been exceptional. Whenever we have encountered issues or had questions, their support team has been prompt, knowledgeable, and genuinely helpful. They also offer comprehensive training resources that have been beneficial for onboarding new staff.”
"We were with Access before. It was expensive and we were frustrated with the lack of support. CareLineLive has readily accessible support and no restrictions. People have enjoyed working with it more and they are not banging their heads against the wall. Financially what we pay and what we get out of it is good."
Phil Eckersley
Bridgewater Home Care
"We had demos from various software companies but found CareLineLive more user friendly. We were supported well during our initial onboarding and training and we find the on-going support exceptional. The team is so friendly and responsive when you ask a question. They are always available to help during office hours"
Sibongile 'Favour' Mabena
Glorycrown Healthcare
"CareLineLive has cut a lot of processes down by at least 50%. With more time saved we can take on extra packages. We've got more time to be focusing on management, admin and auditing"
Alice Allen
North Shropshire Homecare
“It automates paperwork and increases staff safety, helps us manage day-to-day challenges and helps us improve our reporting for CQC and business accounting purposes”
Ronnie Chatterton-Sim
Coastal Homecare
“The rostering system is fantastic as we have access to all the information we need at the press of a button, instead of having to look through multiple paper files”
Janette Watkins
Southover Community Care
“We were looking for a user friendly system… with CareLineLive our processes are more automated so it’s reduced our workload and made our lives a lot easier”
Ali Sharif
Sunlight Care Group
"We have been with CareLineLive for 4 years now and find the system great, its is very user friendly with Help at the touch of a button. CareLine are always close by to help and assist with any issues and do so in a promptly manner understanding the importance of reaction time to ensure we keep delivering our care. All round great company and great staff."
George Swan
Happy Homecare Services
"The service is very organised especially the support documentation. There are articles as well was short videos to help us when get stuck. Excellent work from the team!"
A Antony
"There is always someone at the end of the phone if we have a problem and they are very quick to resolve issues with rostering and any "blips". Been with them for just over a year now and all the staff are very easy to talk to and now (having got to know them) can actually have a laugh and joke with them which really helps with stresses from both ends."
Simone
Everycare Rugby
“The customer support from Careline Live has been exceptional. Whenever we have encountered issues or had questions, their support team has been prompt, knowledgeable, and genuinely helpful. They also offer comprehensive training resources that have been beneficial for onboarding new staff.”
"We were with Access before. It was expensive and we were frustrated with the lack of support. CareLineLive has readily accessible support and no restrictions. People have enjoyed working with it more and they are not banging their heads against the wall. Financially what we pay and what we get out of it is good."
Phil Eckersley
Bridgewater Home Care
"We had demos from various software companies but found CareLineLive more user friendly. We were supported well during our initial onboarding and training and we find the on-going support exceptional. The team is so friendly and responsive when you ask a question. They are always available to help during office hours"
Sibongile 'Favour' Mabena
Glorycrown Healthcare
"CareLineLive has cut a lot of processes down by at least 50%. With more time saved we can take on extra packages. We've got more time to be focusing on management, admin and auditing"
Alice Allen
North Shropshire Homecare
“It automates paperwork and increases staff safety, helps us manage day-to-day challenges and helps us improve our reporting for CQC and business accounting purposes”
Ronnie Chatterton-Sim
Coastal Homecare
“The rostering system is fantastic as we have access to all the information we need at the press of a button, instead of having to look through multiple paper files”
Janette Watkins
Southover Community Care
“We were looking for a user friendly system… with CareLineLive our processes are more automated so it’s reduced our workload and made our lives a lot easier”
Ali Sharif
Sunlight Care Group
"We have been with CareLineLive for 4 years now and find the system great, its is very user friendly with Help at the touch of a button. CareLine are always close by to help and assist with any issues and do so in a promptly manner understanding the importance of reaction time to ensure we keep delivering our care. All round great company and great staff."
George Swan
Happy Homecare Services
"The service is very organised especially the support documentation. There are articles as well was short videos to help us when get stuck. Excellent work from the team!"
A Antony
"There is always someone at the end of the phone if we have a problem and they are very quick to resolve issues with rostering and any "blips". Been with them for just over a year now and all the staff are very easy to talk to and now (having got to know them) can actually have a laugh and joke with them which really helps with stresses from both ends."
Simone
Everycare Rugby
“The customer support from Careline Live has been exceptional. Whenever we have encountered issues or had questions, their support team has been prompt, knowledgeable, and genuinely helpful. They also offer comprehensive training resources that have been beneficial for onboarding new staff.”
"We were with Access before. It was expensive and we were frustrated with the lack of support. CareLineLive has readily accessible support and no restrictions. People have enjoyed working with it more and they are not banging their heads against the wall. Financially what we pay and what we get out of it is good."
Phil Eckersley
Bridgewater Home Care
"We had demos from various software companies but found CareLineLive more user friendly. We were supported well during our initial onboarding and training and we find the on-going support exceptional. The team is so friendly and responsive when you ask a question. They are always available to help during office hours"
Sibongile 'Favour' Mabena
Glorycrown Healthcare
"CareLineLive has cut a lot of processes down by at least 50%. With more time saved we can take on extra packages. We've got more time to be focusing on management, admin and auditing"
Alice Allen
North Shropshire Homecare
“It automates paperwork and increases staff safety, helps us manage day-to-day challenges and helps us improve our reporting for CQC and business accounting purposes”
Ronnie Chatterton-Sim
Coastal Homecare
“The rostering system is fantastic as we have access to all the information we need at the press of a button, instead of having to look through multiple paper files”
Janette Watkins
Southover Community Care
“We were looking for a user friendly system… with CareLineLive our processes are more automated so it’s reduced our workload and made our lives a lot easier”
Ali Sharif
Sunlight Care Group