Can patients reach out to Ash if they have questions on their kit or collection process?
Ash services, unless otherwise specified in your contract, are entirely white-labeled, so we will never interface directly with your patients. We recommend including your own support line on your custom branded insert, so that patients can reach out to you directly. Then, if you still need help answering questions, you can forward along to clientsuccess@poweredbyash.com, where we will provide feedback or resources to your support team.
Will you ever reach out to patients directly?
Ash services, unless otherwise specified in your contract, are entirely white-labeled, so we will never reach out to your patients directly.
How does Ash client support work?
Ash runs a client support Help Desk to assist clients in triaging any issues with their self-collection testing program. If you have questions related to a specific kit or incident, whether internal or passed on from a patient, please reach out to clientsuccess@poweredbyash.com.
How quickly will I get a response?
You can expect a response to your inbound within 24 business hours. That said, 35% of our tickets are responded to in <15 minutes and over 75% are responded to in <2 hours.
What are the Help Desk hours?
Ash client support desk is open M-F 9am - 6pm ET with the exception of federal holidays.
Is there a phone number or chat tool I can utilize?
No, Ash does not currently provide a phone number or chat tool for client inbounds.
What if I have an urgent issue?
All inbounds to the Help Desk are evaluated for priority on a 1-4 scale, with urgent or high priority items being addressed first. That said, if you would like to speak to someone directly or ensure your ticket is being worked on, please reach out to your client success manager directly.