A good support team is about consistency.
The consistency you received from the customer service department can make or break your trust with them. We’ve all had the wide range of customer services experiences. Sometimes you get amazing & over the top service, other times you don’t get a resolution for weeks and sometimes you just have a flat-out bad experience.
No different in the software world, particularly regarding Learning Management Systems.
The consistency received from an LMS support team can factor in the quality of your training program. Whether is it to report a bug or to ask a question about how to maximize your LMS experience; consistency will determine the level of trust an organization has with their software provider.
So, what does Latitude do to earn your trust over other LMS providers? It’s easy to say we provide consistent and good customer service. But at Latitude we take it a step further. At Latitude, not only do we guarantee consistency, we stand behind it with hardcore data.
Since Latitude’s operational reorganization in late 2014, which included the formation of our new centralized ClientCare capability, our focus has been on establishing a world-class support capability (hosting/infrastructure, IT support, helpdesk, operational services and consulting). In close coordination with Latitude’s CEO and Product Manager, Jeff Walter, we have worked to revisit and refine existing processes, while also implementing and integrating valuable tools and process improvements into day-to-day ClientCare production and pre-production operations.
But it doesn’t stop there. Unlike many vendors that choose to close a ticket once they feel the issue is resolved, Latitude’s ClientCare team believes customer satisfaction is the marker to close any ticket (request or incident), working to gain confirmation and acceptance beforehand.
The consistency of key personnel and subject matter experts during the past 4 years has helped the Latitude ClientCare team effectively implement high-value process improvements, while delivering outstanding customer care and availability of hosted solutions. This consistency of talent includes technical leadership supporting both multi-tenant and standalone client implementations, as well as customer service, business analysis and quality assurance personnel.
"This team rocks! It continues to be a pleasure working with this group of talented and caring individuals. They have been a true constant in providing outstanding customer care and serving as a critical voice of the customer during a time of significant product R&D, coupled with organization-wide process reengineering efforts," said John Schroeder head of Client Care and Principal at Latitude CG.
The graphic here shows 2018 data, however those same figures are also representative of the past four years.
“Our ClientCare Team provides top-notch support to our clients, but more importantly it’s the high level of consistency that we regularly demonstrate that I am most proud of,” said Jeff Walter, CEO of Latitude CG.
About Latitude CG
Latitude CG, home of LatitudeLearning, the platform LMS and base to LatitudeConnect the software that drives channel performance. Over 3 million people across 10,000 organizations have used LatitudeLearning to manage training.
Train More People with Less Effort: LatitudeLearning, an industry leader that drives performance through training, communication, measurement, incentives and consumer engagement, is a technology first company striving to ensure that customers get the full benefit of the underlying systems and solutions that they are investing in. With the continuous change in platform capabilities and emerging trends such as mobile it is important that organizations have a solid foundation to operate from.
|