In many respects, Elearning 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 (LMS) are web-based software application platforms used to plan, implement, and assess learning processes related to online and offline training administration and performance management. LMS provide an instructor with 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?
LMS are being used 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.
Learning Management Systems can be used to track and monitor your customers or employees instead of using lots of spreadsheets. This is very effective in scenarios where staff must be certified in order to use certain 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 their training.
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, on-the-spot tech-support using the share your desktop feature so your tech can go in and fix any problems necessary and more.
LMS 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 applications 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 website. Since the customer support campus is hosted and maintained on the learning management systems provider’s 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 and employee training support function.
