Key Takeaways
- Labs can contact Magic Touch support specialists by phone, email, or ticket during weekday support hours.
- Built-in incident tracking gives labs a centralized system to document, assign, and resolve customer issues.
- Magic Touch automation manages inactive accounts and catches billing errors before invoices are sent.
- The Customer Portal allows dental practices to check case status, view invoices, make payments, and request pickups without contacting the lab.
Walk any dental lab conference floor, and sooner or later you'll hear the whispers:
“Good luck getting someone from support on the phone.”
“They say ‘real tech support,’ but nobody actually answers.”
For lab managers, those whispers are warnings. If support leaves you hanging, you risk losing cases, frustrating practices, and damaging your lab’s reputation. You need reliable help to protect your business and keep customers coming back.
In this article, learn how Magic Touch support works, what happens when you reach out, and how it enables your lab to deliver faster, clearer answers to customers.
Support for Your Lab
Choosing dental lab software means committing your entire workflow to a single platform. Magic Touch takes a structured, hands-on approach to onboarding, training, and support to ensure your lab runs smoothly from day one.
- Guided onboarding and training clearly map out your first 3–4 months, providing detailed setup, thorough data validation, and realistic training scenarios.
- Direct access to expert support connects your team by phone or email to specialists who quickly handle troubleshooting, workflow guidance, and daily questions.
- Scalable design for long-term growth means Magic Touch supports your lab as it expands, eliminating the disruption of switching systems later.
What to Expect from Magic Touch When You Need Help
Magic Touch makes it easy for your lab to quickly reach real support specialists whenever you have a question or issue:
- In-app portal messaging lets your team communicate directly with support inside the Magic Touch customer portal, keeping all your conversations organized in one convenient place.
- Submit a ticket or email directly to Magic Touch support, whichever you prefer. Your message goes straight to a real support expert who personally reviews your issue and quickly helps you resolve it.
- Escalate urgent production-blocking issues by calling support directly. If you're facing something that can't wait, you'll immediately connect with a specialist who can help your lab get back up and running.
No matter how you prefer to connect, Magic Touch specialists are available Monday–Friday, 7:00 a.m. to 5:00 p.m. PST, ready to provide the support your lab needs.
How Automation Now Prevents Issues Later
Arguably, the best support is the support you never need. Magic Touch proactively prevents common lab issues by automating critical everyday tasks. The automation server continuously monitors your database, deactivating stale accounts after a defined period (such as six months) and marking them as prospects. It also triggers timely outreach based on customer activity, so your team can maintain healthy relationships without constant manual check-ins.
Even during invoicing, Magic Touch takes an extra step. Event-based alerts automatically catch billing errors before invoices go out, reducing mistakes and keeping your team focused on delivering quality work instead of fixing problems.
Common Root Causes for Poor LMS Experiences
When labs struggle with their lab management system, it’s usually because of a few common, underlying issues. Often, roles and responsibilities aren’t clearly defined, leaving staff unsure who handles each issue. Many teams handle questions casually (think hallway conversations or scribbled sticky notes) instead of tracking them systematically.
Other labs fail to fully enable automation or set notifications properly, so every small issue triggers urgent phone calls or manual follow-up. For example, configuration shortcuts can cause trouble, like incomplete customer portals, missing templates, or poorly mapped integrations. And if data isn’t properly cleaned or validated after conversion, stale or inconsistent records quickly become headaches.
The good news: Magic Touch gives your lab the tools to solve these issues once and for all.
What Support for Your Customers Looks Like Inside Magic Touch
Magic Touch gives your lab the tools to deliver warm, responsive—and human—support whenever your customers need help.
With Magic Touch’s built-in incident tracking, your staff can handle each customer request like a personal promise. They're able to log every issue centrally, assign it clearly to the right person, and track it carefully through resolution. Instead of scattered notes or forgotten conversations, your customers get consistent support that reassures them they're in good hands.
A Real Ticketing System
Magic Touch’s incident tracking replaces scattered sticky notes, hallway conversations, and invisible one-person knowledge with clear, reliable tickets. Every request gets documented, assigned, and visibly tracked from start to finish.
Key capabilities:
- Departments and queues organized by your lab’s business functions.
- Clear ownership and assignment to maintain accountability.
- Configurable issue types and statuses tailored to your workflows.
- Due dates and reminders to ensure timely follow-ups.
- Event-based alerts that trigger automatically, such as warnings during invoicing.
- Attachments for documents, photos, or scans stored centrally in "call documents."
- Case integration, allowing you to attach tickets directly to cases, print them to work orders, and easily reprint as needed.
- Manager visibility into outstanding issues, sortable by last note, filterable by type, and easy to flag as an action list.
- Built-in coverage through quick reassignment when team members are out.
Takeaway: If your fear is “things will fall through the cracks,” this is the anti-cracks system.
Communication Stays in One Place
Magic Touch keeps your lab’s conversations organized and easily accessible by funneling customer communication into a single, central location so nothing gets lost or overlooked.
- Live chat offers immediate answers if your team staffs dedicated chat operators. Dental practices get quick, real-time responses exactly when they're needed.
- Asynchronous messaging helps your team respond consistently without constant interruption. Messages stay visible in one place, clearly tracked and easy to reference later.
Together, these messaging channels speed up response times, reduce missed communications, and give your lab the accountability needed for truly dependable customer support.
How Magic Touch Reduces Support Needs
At the same time, Magic Touch proactively reduces support requests by giving dental practices easy, app-based access to the information they ask about most. Practices can quickly check patient updates, case statuses, billing details, and other routine requests on their own. Your customers get faster answers, and your team can focus on conversations that genuinely benefit from personal, human support.
Customer Portal Basics: Doctors Can Solve Common Requests Themselves
One of the easiest ways Magic Touch cuts down on routine support calls is through the Customer Portal, where dental practices can quickly handle common requests without contacting your lab.
- Find lost invoices or statements instantly through the portal’s built-in correspondence history.
- Make payments or opt into autopay without calling your lab directly.
- Check real-time case statuses, cutting down on “is my case on time?” calls.
- Request pickups, fully integrated with major carriers and local delivery options.
- Access lab-provided resources, including educational videos, PDFs, and event details.
- Order lab supplies, like kits, boxes, and shipping materials, with just a few clicks.
By empowering practices with self-service tools, Magic Touch lets your team spend less time handling repetitive questions and more time delivering meaningful, personalized support.
Automated Proactive Updates: Shipments + Invoices
Magic Touch further reduces the need for inbound support calls by automatically sending dental practices timely, proactive updates about shipments and invoices. Practices receive:
- Daily shipment notifications with clickable tracking numbers.
- Daily invoice emails containing attached PDFs for easy reference.
- Local delivery confirmations with digital signatures readily available.
Because these updates are delivered automatically, your customers stay informed, and your team spends less time fielding calls about routine status checks.
Digital Rx + Case Intake Reduces Errors
Magic Touch’s digital Rx and streamlined case intake help your lab catch common problems before they trigger calls and escalations. By standardizing requests upfront through Smart RX, your lab can ensure practices provide complete and accurate information every time. With clear required fields, standardized questions, and a final confirmation step, there's less guesswork and fewer follow-ups.
Additionally, the digital gateway eliminates double entry entirely, automatically mapping scanner ordering fields directly to your product codes. That means fewer cases of practices reporting they "received the wrong item" or "forgot the file," significantly reducing confusion, frustration, and extra support calls.
If Support Is Your #1 Concern, Here’s The Best Next Step
Reliable support can make or break your experience with lab management software. A personalized demo is the clearest way to see how Magic Touch helps labs deliver responsive, dependable support every day. You'll see how your team can smoothly handle tickets, keep dental practices informed, and proactively cut down on routine requests through automation. Book your demo now and see firsthand how Magic Touch can put your support concerns to rest.
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