Lessons from the Pandemic - Lesson #2 Up Your Support Game
The global pivot to online learning has support teams in a unique position. The demand for support and service has been greater than before, and along with it - the opportunity to differentiate your organization by providing great customer service and support.
The eLearning industry saw record numbers of first-time users during the pandemic. For many first-time users, using online learning platforms was challenging. Basic information and even some handholding was the focus for support teams. Beefing up support teams to meet this demand meant rapid changes to service:
Updating and detailing FAQs and knowledge portals with engaging articles and videos to demonstrate processes.
Adding personnel to assist with in-person calls.
Expanding hours for extended support – learning is a 24/7 activity, especially now.
Creating Online Customer Communities for knowledge sharing to reduce customer phone calls and inquiries.
Producing webinars to engage and inform customer base.
Provide a place for customer product champions to share their tips and solutions with peers.
Don’t forget to recognize and reward successful support members and programs. When products are challenging for first-time users, support makes the difference. The pandemic created a giant sampling opportunity for many organizations and retaining the customers who sampled your platform or product is key. Retention or customer loyalty is created not through a perfect product, but through a positive experience when there are issues or questions.
Today we salute the unsung heroes of online platforms – the Support Team! Get creative with some ideas to show appreciation for your support team!