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A Commitment to Customer Support

By: Kusha.Tavakoli on February 12th, 2014

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A Commitment to Customer Support

Personalized Learning  |  Teachers  |  Education Elements

Customer_Service

If there has been any single takeaway from our experience so far, it’s that educators need to spend their time teaching - not interacting with our customer support staff!

That’s not to say that we aren’t interested in hearing from teachers - we are! As a startup, feedback and end-user engagement is a driver for our ability to iterate on and improve our products and services that drive student outcomes. And of course we want their problems resolved! But we also know empirically that teachers spend a significant amount of time not just teaching but also preparing to teach. And that’s before layering on the requirements (and anxiety!) of a new personalized learning program.

The schools and districts that have implemented personalized learning successfully have invested in program leadership, coaching, professional development, and education technology support resources and personnel. Our platform eases the burden of technology use at schools by streamlining access and reducing account management activities for educational technology leads so that schools can focus on getting students to use content and using data to inform their instruction.

With any technology, there can be technical issues - and questions! To get technical issues resolved, and to provide educators, coaches, and administrators with answers to their questions, our Customer Services Team is available 7-5 PM in all time zones at support@edelements.com and +1 (650) 262-4359.

Our team is committed to:

Making sure you’re heard - while we can’t always get issues resolved immediately, our team is committed to responding - in person - to each issue that comes in within two business hours. We also know that for issues that don’t get resolved quickly, periodic updates are critical so that you can keep your organizations informed.

Helping you maximizing your instructional time - Here’s a little secret on client services - all issues are not created equally. We’re committed to getting every issue resolved - and every question answered - in a timely manner. That said, we pay special attention to instances where students can’t access their content. Access issues are rare, and when they do occur, our team is in fire drill mode!

Your satisfaction - While we’re (really!) proud of our 95% satisfaction rating with our clients’ issues, we are also focused on understanding and improving on the 5% of issues that aren’t satisfied. We take your feedback to heart, and always appreciate any additional color on issues that weren’t resolved to your satisfaction!

Simplifying use of content - We know personalized learning is more effective when teachers have multiple content providers available for use - that adds more complexity though, too. Because our team establishes deep partnerships with your content providers, we’re able to serve as the primary point-of-contact for any technical issues you have with our system or your online content.

In short, our team’s goal is to resolve issues clearly and efficiently so that your teachers can do what they do best - educate! Of course we hope we’re meeting our goals, but if you have feedback otherwise, let us know!

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