There are many vendors in the Learning Management Systems industry - in fact, there’s such a plethora that it can be difficult to select the right LMS provider for your organization.
Besides our technology, Knowledge Anywhere prides ourselves on our relationships with our partners, and we do everything in our power to provide stellar customer service, with help from content strategy to onboarding to support.
That’s why we’ve decided to join Craig Weiss’ Customer Certified Support. By publicly signing onto the pledge, we hope to prove our commitment to service while being held accountable for it.
A prominent figure in the eLearning industry, Craig Weiss is the CEO and lead analyst for The Craig Weiss Group, which provides analyst, advisory and consulting services to buyers and vendors in the industry. Craig writes his blog, which is read weekly in 174 countries, territories, and colonial territories. Since launching the blog in 2009, his forecasts and projections on eLearning have been over 90% accurate.
What does a vendor have to adhere to in the Customer Certified Support?
There are four key statements, plus an additional two validation checks – after all, promises are one thing, backing it with data and insight is another. Vendors who sign the Customer Excellence Pledge are telling you that they will promise to:
- Provide exceptional customer support and service
- Maintain high ethical standards in sales, service, and business
- Take care of customer’s needs and assistance in a timely fashion
- Provide customers with a dedicated customer support/service member or team. This person(s) will be the customer’s point of contact, eliminating the game of “who can help me, where do I go” – a huge problem in the industry.
How will The Craig Weiss Group be able to validate that those who sign the agreement are actually living up to it?
Multiple check points are in place. They consist of the following (which a vendor must agree to in writing.)
- Provide twice a year, data that presents the following information: response times, follow-up, and the number of support calls.
- Present twice a year, the top five issues that have arisen, and the average amount of time to solve those issues. This enables us to see if a constant pattern is showing up.
- Present twice a year, the average number of calls in to support compared to the number of clients.
- If a vendor does NPS, provide the sample, the number of supporters, passives, and detractors. Explain how the sample was selected and how do they follow up with those customers.
- Provide five customers Craig Weiss can contact to seek insight into the level of support. This is yearly.
To read more about the Pledge and what it entails, you can click here.
To speak with a Knowledge Anywhere eLearning expert, you can schedule a free call or demo here.
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