Importance of Customer Support for SaaS-based LMS

 

“Your customer is going to get to vote and talk. You want them out there as salesmen for you. Customer delight is the main ingredient of success. You will succeed if you have delighted customers. Don’t settle for satisfied” — Warren Buffett. Yes, customer success is critical. When you are from the SaaS domain, you need to give particular importance to customer- and after-sales services. Let us now get to the details of how customer support is essential for enterprise-level LMS providers.

Why is Customer Support Important for LMS Users?

Whenever a new customer enrols for an Learning Management System, it is vital to consider the quality of after-sales services. Why? It’s challenging to master processes like data integration, adding learners, course setup, advanced reporting functionalities, among others. Mastering these areas needs time — which can range from days to weeks. Even expert LMS admins require guidance when they decide to adopt a new solution.

For instance, organisations will need the basic know-how of how to integrate an LMS with external applications. Additionally, SaaS-based LMS usually come with a gamut of features. Hence, if there is limited knowledge about a particular aspect, it might stall the entire learning process.

What Are the Issues Faced by SaaS-Based LMS in Offering the Right Customer Services?

Usually, large SaaS-based LMS providers do not have complimentary customer service offerings. Even if they do, they might charge you for that. For them, customer success means additional expenses. They usually concentrate more on other activities like marketing, sales, development, and operations. The products they provide are workforce, stocks, learning management offerings, and resource learning management software.

Therefore, organisations usually appoint a full-time specialist trained to manage the software and ensure that it works. Such professionals hold expertise in skills such as operating, coding, diagnosing, and technical-based problem-solving. However, this is not the case with small and mid-scale organisations that cannot spend huge bucks on full-time specialists.

What Are the Options Available for LMS Users to Ensure Customer Success?

As we already mentioned, organisations can hire a dedicated specialist who is well-versed in managing and operating the software. But whenever there are new updates and changes in the system features, even seasoned professionals become baffled. To solve these issues, several LMS providers take the help of third-party solutions and service vendors. However, such added services come at a cost. Moreover, since there is no direct POC (point of contact) with the LMS provider, the resolution of any query might take a long turnaround time.

Another alternative is to buy additional customer support packages along with their regular LMS licensing. Again, this means that vendors need to spend quite a considerable amount when they have multiple years of licensing. And finally, these charges will add up to the final fee payable by the customer. Therefore, the final solution is to pick a platform that offers free customer support. Such services are usually provided by LMS providers whose primary product is eLearning software. They will generally not charge anything extra for ensuring customer success.

Such services are economically sound for a smaller organisation, not to forget that most LMSs developed by eLearning experts are built keeping L&D skills in mind. Hence, the need for coding or technical background is non-existent.

How Does PlayAblo Ensure Customer Success?

When you seek the services of a platform like PlayAblo, you get dedicated customer support at no extra cost — from pilot to deployment to implementation to training and handholding. We have a single point of contact (SPOC) who serves as the face of the organisation. The communication is pretty seamless, and turnaround times to solve queries is extremely fast. The experts at PlayAblo will also handhold you through all stages of the learning lifecycle — such as training, demo sessions, and full-fledged pilot trials.

Conclusion

As stated earlier, PlayAblo is a comprehensive SaaS-based LMS, which comes embedded with all the elements to ensure customer success. If you have any further questions, you can always contact our team. We are just a call away!

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