Who Really Needs Phone Support These Days?

When I first took EzyLearn online in 2007 I was concerned at how much phone support students would need. What I learnt was the better the user experience and course design for our students the less calls we’d get.

Our team have been exploring ways of bringing the cost of our courses down even further in this tough economic environment and one of the biggest cost savings is to focus on SMS, Email and Website Chat support.

We have a number of graduates who are available as tutors and perhaps this could be an option, what do you think?

Phone Support

EzyLearn has a distributed workforce which means that each team member has to be on the same phone system and have good quality broadband and a good home Wi-Fi network.

When we had physical handsets this was very hard because they had to be connected to modem via an ethernet cable. If you have ever had to do this you will know how frustrating it is to have a wired network. Now we use a state-of-the-art CloudPBX telephone system so we can all just use the app on our smart phone.

Providing phone support for online training courses has long been considered a critical component of delivering a high-quality educational experience for students. However, with advances in technology and the rise of digital communication, many organizations are beginning to realize that SMS, email, and website chat support can be just as effective, if not more so, for most students.

In this blog, we’ll explore the reasons why these alternative support channels can be just as good, if not better, for most students.

SMS, Email and Chat is direct and efficient

The hardest thing about offering phone support is having some who is qualified enough or experienced enough to answer the questions, particularly when some students operate their own business.

Another issue with phone support is that one support agent is tied up with one student for the duration of the phone call. You have to be patient as a trainer, tutor and support person but when the clock is ticking and other students need help it can come across as a bit urgent to the student.

First and foremost, many students today prefer digital communication methods, such as SMS and email, over phone calls. This is especially true for younger generations, who are more likely to be comfortable with digital communication and may prefer the convenience and flexibility that these channels offer.

By offering SMS, email, and website chat support, we meet the needs and preferences of these students and provide a more accessible and convenient support experience.

Text the word ezyxero to 0488-883-655 and test our SMS support out

Quicker, more accurate support

Another advantage of digital support channels is that they can often be more efficient and cost-effective than phone support. For example, with SMS and email support, students can receive quick responses to their inquiries without having to wait on hold or schedule a phone call. Additionally, these channels can often be automated to some extent, reducing the amount of time and resources required to manage support requests.

Website chat support is also a highly effective support channel, as it provides students with the ability to get immediate answers to their questions while they are actively engaged with your course content.

This can help to reduce frustration and improve the overall learning experience, as students can get the support they need when they need it, without having to leave the course platform or wait for a response.

Furthermore, digital support channels can also provide a more comprehensive record of support interactions. With SMS, email, and website chat, all communication is recorded and easily accessible, which can be beneficial for both students and support staff.

This can help to ensure that students receive consistent and accurate support, and it can also make it easier to resolve any issues that may arise.

Despite the many advantages of digital support channels, it’s important to note that phone support may still be necessary in some cases, such as for students who need more in-depth support or for those who prefer to speak with a live person. However, for most students, SMS, email, and website chat support can be just as effective, if not more so, and can provide a more efficient and cost-effective support experience.

In conclusion, while phone support has long been considered an essential component of online training courses, SMS, email, and website chat support can be just as good, if not better, for most students.

By offering these alternative support channels, EzyLearn meets and sometimes EXCEEDS the needs and preferences of most students

COMPLETE Xero training course exceeds pricing expectations

If you recall the NEW Learning ORBS I mentioned in my last blog post you’ll recall that Xero COMPLETE Course includes beginners to advanced skills and an Advanced Certificate in Xero upon completion.

Students are regularly surprised by how affordable this Xero training package is considering that some competitors charge $395 just for a Xero Beginners Course.

Want to master Xero and MYOB for your business or to find work? Explore our Micro Courses, Bundles and Packages. Oh, and send us a text if you have any questions.