LMS Customer Support: 8 questions you need to ask LMS providers

Learning Platform Support

Learning platforms are robust systems that cater and configure to the needs of thousands of employees at a single organization. Behind the dashboard the user sees, there’s a complex network of APIs communicating with each other to create a seamless experience for the user. Like with any technology, sometimes things crash, don’t load properly, errors arise, etc. When this happens to your organization’s platform, what kind of customer support do you expect?  

Your organization deserves a dedicated support team.

There are key elements you need to know about a learning management system (LMS) company before you choose them to be your learning and training partner. A dedicated support team that specializes in serving large enterprise clients and is familiar with your industry is critical. Below, we’ve outlined some key questions to ask when identifying the right choice for your learning platform.

Is there 24/7 customer support availability?  

Many organizations will say they have 24/7 support. And that might be true- but often times the support is not U.S. based, or it’s an AI chatbot troubleshooting your issue. You deserve to speak with someone familiar with your use case, location(s), and organization.  

Customer support teams need to provide round-the-clock support to accommodate the diverse schedules and time zones of clients. The goal is to minimize downtime and disruptions in the technology software for your organization. Your learning platform should not interfere with your organization’s ability to deploy training to employees anywhere, at anytime.  

Are there multiple support channels available when I need help?  

Knowing where and how to access the help you need is important. Are there various channels for clients to reach out for support? This can include a phone number, general email address, specific representative’s email address, a live chat box, or even a self-service knowledge base.  Having support options offers flexibility for clients to choose the communication channel that best suits their preferences and urgency of the issue.  

Is there an avenue for priority support?

Beyond the above mentioned support channels, is there a way to fast-track an issue making it a top priority for the development team and the customer support team? A priority support system for clients ensures that their inquiries and issues receive prompt attention and resolution. This might involve expedited response times or specialized support tiers. Is there a detailed path to de-escalation that helps your organization resolve the issue quickly?

If the organization doesn’t have a process like this in place yet, is it part of their product road map?  

What does the onboarding process look like for migrating into the system?  

Onboarding assistance helps clients effectively onboard their users onto the LMS platform seamlessly. How would your organization like to be trained on the new platform? An obvious path for many large LMS providers is offering one live session and then detailed training materials and recordings for you to reference throughout your self-guided onboarding. But would you prefer a learning platform that offers live webinars, and one-on-one coaching sessions tailored to the specific needs of your organization? If it is important to you to have personalized training, make sure to have that conversation.  

What does monitoring and maintenance look like for the learning platform’s development team?  

Proactive monitoring tools can help detect and address potential issues before they escalate into major problems. Regular maintenance and updates should be conducted to ensure the stability, security and performance of the learning platform. How is this routine maintenance being communicated? Make sure the platform you choose is in alignment with your long-term needs.  

Is there integration support?

Your chosen LMS should help integrate the learning platform with other systems and applications used in the enterprise ecosystem. This includes support for single sign-on (SSO), data integrations, API customization and compatibility with existing software infrastructure. Be clear about your expectations for what that support looks like.

Is there open communication for feedback about the learning platform?  

Your learning platform is just that- yours! Meaning your opinion matters and your experience should help shape the future of the technology. Be sure to ask what their platform feedback process looks like AND inquire about what changes have been made to the platform due to customer feedback. You want an LMS that values you as a partner, not just a customer.  

Is there a dedicated account management team?  

Account managers serve as a single point of contact for all their inquiries, requests and ongoing support needs. How does the account management teamwork with the customer support team? Would your account manager and support representative be the same person? Each organization operates differently, but you’ll want to understand the internal dynamics of the LMS provider before committing to them.  

Learn more about Learnsoft's support capabilities

Unfortunately, liking the functionality of a platform, or even the price point, isn’t enough to enter a multi-year long contract with an LMS provider. Understanding the behind-the-scenes can give you insight into the kind of communication and relationship you can expect from a provider will make the difference in the long run. Want to see how Learnsoft measures up against other learning platforms? Schedule a meeting with us today!

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