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Proactively Optimizing Support

Proactively Optimizing Support. EesySoft Support Package. Common questions. How can we respond quicker and more efficiently to questions from faculty and students? How can we promote certain features or processes within Bb effectively? How can we better focus our training efforts?.

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Proactively Optimizing Support

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  1. Proactively Optimizing Support EesySoft Support Package

  2. Common questions • How can we respond quicker and more efficiently to questions from faculty and students? • How can we promote certain features or processes within Bb effectively? • How can we better focus our training efforts?

  3. Leveraging EesySupport ? When using the LMS questions will arise Users expect answers to be found quickly and easily, preferably in-application LMS, Institution specific and 3rd party tool help should be in the same place If proposed solution is not working, escalation should be quick and efficient

  4. EesySupport video

  5. Three levels of support Tier 0 • In application messages to prevent FAQ’s and common/known issues • Completely customizable to fit the institutions needs • Data is collected on the messaging • Personalized to draw even more attention – name, course name etc Tier 1 • In-application support tab • Contextual and role sensitive help items • Fully customizable also, and comes pre-filled with all the help items from help.blackboard.com • University can add institution specific and 3rd party tool helpitems Tier 2 • Escalate the support request right from within the support center • All of the key information of the user is known which allows for 75% reduction of time to resolution. • Multiple escalation paths (email, call, chat) available

  6. Tier 0 “Our faculty receive an abundance of emails, their inboxes are flooded – so we wanted an easier way to reach them. The beauty of this product is being able to create our own messages and target them to our users right where they need help within Blackboard.” - Dr. Deborah Spiro, Asst. vice president distance education at Nassau Community College

  7. Tier 1 “EesySupport makes it possible for just one Student Success Specialist to handle all support requests from over 40.000 students.” - Sidney Beitler, Director of E-learning at Palm Beach State College

  8. Tier 2 By getting all of the key information about the users at our fingertips and at the moment the support request comes in, allows us to decrease the time to resolution by up to 75% Multiple EesySoft customers

  9. Evaluate the support efforts • Focus • Zoom in on a specific group of users • Outcomes • Goals can be added to instantly have a better understanding of effects • Events • Measuring how effective for example communication and training have been in a highly visualized way

  10. Support reports Find all of the relevant reports on support with the click of a button See which helpitems and messages were viewed and commented on See how many times support tickets have been raised

  11. What is in the packages?

  12. www.eesysoft.com

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