In many respects, e-learning has matured as a technology and
industry. Today we will look at how
web-based learning management systems can and are being used as part of the
customer support function in a company or organization.
What is a learning management system?
Learning management systems (LMSs) are web-based software
application platforms used to plan, implement, and assess learning processes
related to online and offline training administration and performance
management. LMSs provide an
instructor a way in which to create and deliver content, monitor learners’
participation, and assess student performance. They also provide learners with the ability to use interactive features
such as threaded discussions, web conferencing, discussion forums, and other
methods of communication.
Where and why are
learning management systems being used in customer support settings?
LMSs are being used in
business-to-business, high process, value added, and technology-oriented
business environments in industries like telecommunications, advanced
electronic technology, semiconductor manufacturing, insurance, banking, medical
products manufacturing, and others. Learning management systems are being used in customer support settings
because they can be a cost-effective solution to providing customer and
performance support for a company’s products and services.
Why is it
cost-effective to use an LMS for your company’s customer support operation?
Learning management
systems can be used to create a library of custom online courses that
demonstrate how to use your company’s products and services. The course can be updated at will, so you’re
not paying every three months to print new product guides and support
manuals.
LMSs can be used to
track and monitor your customers, instead of using a bunch of
spreadsheets. This is very effective in
scenarios where customers must be certified in order to use your products and
services. The learning management
system can be set up to notify a user when their certification is set to expire
using an email tickler so they can recertify on your product.
What other features in learning management systems can be
used for the customer support function?
A good LMS comes with a help desk feature that can be used
for 24/7 customer support. Learning
management systems can have integrated web conferencing technology which can be
used in a number of ways to support customers such as synchronous training used
in product implementation; a web conference on a new feature set that can be
archived for later viewing; actual, on-the-spot tech-support using the “share
your desktop” feature so your tech can go in and fix any problems necessary;
and more.
LMSs can have a built in survey tool that allows you to
query your customers with the results stored in the learning management systems
database for later use. Learning
management systems can have a single sign-on/e-commerce registration feature
that can be used to sell add-on features. They also may have events management/seminar logistics add-on
application that can help you manage both your off-site and onsite customer
support training, and much more.
A company can realize effective resource planning and
substantial cost savings by using learning management systems in customer
support settings. Even greater gains
in productivity and cost savings can be achieved using a learning management
system in hosted business model environment. The virtual customer support campus is created to have the same look and
feel as the company’s web site. Since
the customer support campus is hosted and maintained on the learning management
systems providers’ servers, the company only pays for set-up, its level of
desired functionality, and usage. In
conclusion, web-based learning management systems can be a very useful, cost
effective way to manage a company’s customer support function.
Dave Boggs, SyberWorks
