Learning Management Systems do come with user guides for understanding it better but an LMS support team for its customers is of utmost importance. The duty of a vendor does not end at only the installation and selling of an LMS, but to incorporate feedback into the working of the LMS and to have a 24×7 support team to manage any queries that the client may have.
The question arises if providing support to the clients is necessary for an LMS vendor and whether it is worth spending that extra bit of coin on it. Problems can arise without any warning signs and one needs to find answers quickly and efficiently to keep the ongoing training on track, hence, having a customer support team is extremely necessary.
There are many options in the market for different kinds of support provided by the vendors and each of them are explained in detail.
6 Types of LMS support services to consider when buying an LMS
1. Online Forums
Online forums are discussions held by many customers where they discuss problems, solutions or ask for advice. It’s similar to websites like Quora, where one person asks for a solution and others respond to those doubts. This is especially advantageous for open source LMSes as they tend to have communities of users and experts.
From all the mentioned support options this is the least reliable and efficient one, as one doesn’t know if the person who is answering is qualified enough to do so or not. Moreover, there is no set timeline as to when someone will answer your question once it is posted. If the community isn’t active, your queries may even go unanswered.
At the same time, a benefit of online forums is that if someone has faced a similar problem as you before, you may have access to a solution that is tried and tested.
FAQs mainly cover the general points of concern that do not need too much explaining from the support team, for instance, How does one change their passwords, or how to check one’s growth on the training portal, troubleshooting tips, etc. These are basic tips and questions which are frequently asked and the user can find the answers on the site itself. The vendor can also attach tutorials for the customer to see and learn quickly and in a simple manner.
3. Live Chat
Many LMS providers offer a live chat feature where the customer can chat with a representative from the support team regarding general queries. This feature is mostly focused on simpler problems like access or troubleshooting issues. Some providers offer round-the-clock service while some offer a selected time slot only.
4. Phone/Email Support
Many LMS vendors provide a customer care team for phone and email support, but one needs to make sure to what extent the people behind these support teams can actually help individuals. Are they qualified enough to handle every problem from the basic to advanced level too? You need to check the amount of time the team responds to emails and if there is a waiting time for phone support.
During the LMS free trial period you(the client) should send emails back and forth to understand if the team is responding correctly and promptly to emails and if they handle calls efficiently, too. Some vendors provide 24×7 customer support while some only provide it on selected days, consider all these factors before choosing an LMS of your choice.
5. Dedicated Customer Success Manager
A customer success manager is in charge of maintaining and building curriculum and conducting sessions for training and providing support to the end user. They are responsible for long-term relations and retention of the customers, also responsible for content management and configuration.
CSMs form a direct relationship with customers and provide them with timely value propositions. This person acts as a mentor for clients by working with them closely, ensuring that they receive the tools and supports that they need to achieve their goals. They also communicate these customer behaviors and their understanding of the customers along with their needs to different teams on the vendor’s side like marketing or sales teams.
6. Designated account manager
A dedicated account manager basically helps with all your needs, be it simple queries regarding the working of the system or substantial issues, they are your point of contact. They might direct you to people who can help with your queries if they don’t have answers to the particular question, but they remain to be a link between you and support team for solutions.
Dedicated Account Managers form relationships with clients by managing their sales accounts and selling them products. Discussing new products and services with existing clients or trying to match client needs to an existing product or service is also an important part of their job.
Other than these factors mentioned above you need to do your homework and research on the type of LMS you select and if that system can handle the working of the company well. Reading customer reviews and talking to past and current clients who are based in a similar market as well as have a similar reach and size of firm will shed some light on the support of the LMS. The number of hours the support team works and their relationship with the customer should also affect your decision for selecting the right LMS.