Top 3 Reasons to Outsource Help Desk
Are you looking to optimize the use of your LMS for ALL end users? Whether it’s to extend current coverage, or outsource support entirely, Ease Learning’s team of professionally trained Help Desk agents are equipped to support end users through your entire tech stack.
With the ability to provide round the clock support, Ease Learning’s Help Desk strives to increase technological equity and continually enhance the user experience!
Optimize Time of Your Internal Team
Students and faculty don’t simply expect support Monday-Friday between the hours of 9 to 5. In today’s world of immediate response and feedback they expect you available 24/7/365 … How can you deliver on these expectations without being on the hook to be online and responsive 24 hours a day?
Ease Learning’s Help Desk can extend current internal support or provide a completely outsourced, white-labeled solution. Extensions of internal support frequently include expanding current service to be 24/7 by augmenting your “business hours”, including adding weekend support and scaling support during high traffic periods.
Assigning specific ticket types to our team is a great way to allow your internal team more time to focus on other high priority initiatives!
More Consistent Support That Meets Quality Assurance Standards
Students and faculty can see right through most outsourced solutions and a negative interaction doesn’t reflect poorly on the provider; it reflects poorly on your department.
Ease Learning’s team of professionally trained U.S.-based Help Desk agents are equipped to support a wide array of tech support needs including:
General LMS functionality
Login, email and browser issues
Tech support for updating program listings, settings, links, forums, ebooks, assignments and grade books and more
Finally, agents are also able to provide support around other integrated applications, including Google Suite, Microsoft Office and video conferencing applications.
Providing Around the Clock Support at a Fraction of the Cost
Investing in 24/7 in-house support may seem like the solution, but it’s an inefficient use of resources with long stretches of downtime for after-hours staff who work independently without supervision.
With Ease Learning’s Help Desk, you can augment your internal team with managed, quality support at a fraction of the cost of a single full-time employee.
Why spend more when you can save and still provide exceptional support? Ease Learning’s Help Desk is here to help you achieve cost savings and augment your internal team.
Bonus Point: Using Data to Move from Reactive to Proactive
With access to real time dashboards, customers have a clear picture into their end user experience, allowing for continuous, data driven improvements of online support.
Dashboards include visibility into who is receiving support and when they are accessing it. A ticket classification dashboard allows a clear view of topics users access support for, allowing valuable insights training and development needs. Summary dashboard reports are customized to support your goals. With the ability to provide around the clock support for all LMS users, and customized for each client’s specific needs, Ease Learning’s Help Desk helps you increase technological equity and access while continually enhancing the user experience.
Ready to improve learner and staff support?
Explore the Solutions
Our unique combination of learning design and development services, managed help desk support and skills assessment solutions prepare your students for the jobs of tomorrow and empower your instructors to deliver an inclusive experience for their students.
Our tech-enabled solutions identify skills gaps in your workforce. Paired with our learning design and development services we help to fill those gaps with impactful, accessible and equitable program developments, assessments and improvements.
It is vital to create accountability and transparency around validation of skills in onboarding and ongoing training programs. We help you authenticate skills for various healthcare job tracks while powering your ongoing training solutions.
“I am so grateful for your patience with us throughout this process—we’ve been able to learn a lot with this pilot and have valued you all as thought partners in that work.”
Associate Vice Chancellor of Teaching and Learning at Northeastern University
“This work has illustrated mapping of existing nursing content to the draft AACN Essentials through the Skillways platform. This offers us a way to move toward competency-based education by truly modularizing our content for small-bite delivery because we can measure progress toward outcomes as students proceed along individual paths.”
Director, ReNEW & RN-BSN Completion Programs University of Wyoming
“Thank you for all of your hard work and support! We appreciate your professionalism, knowledge, and participation in this wonderful experience to create two creative and dynamic courses.”
SME at NOCE
“Ease was always quick to work with us as an institution to quickly resolve issues. The follow up of agents was amazing.”