You try to contact the vendor sales rep, only to wait a week for their reply. Or the software you just purchased is more challenging to implement than you bargained for. These are perfect examples of a subpar learning management system customer experience. The service provider seemed happy to help before you signed up, but now reaching a trained tech is like pulling teeth. Or they simply don’t address the issue when they do finally respond. Here are some major red flags that your current LMS underdelivers in the CX department, as well as tips for finding a suitable replacement.
Firstly, the vendor must stand behind the software with effective customer service. They should answer emails in a timely manner and actually know how to address the issue. This also pertains to their attitudes toward customers. Do they value the business relationship or brush off consumers who’ve already signed up? Some companies make the mistake of focusing on prospects so much so that they forget about customer loyalty. So, ensure that the LMS vendor respects your time and makes an effort. They may not know everything, but they should at least try to help you resolve the issue.
Usability and learning management system customer experience go hand-in-hand. You can’t have a positive experience if the tool’s riddled with bugs or makes it challenging to access LMS data. A major red flag that your current LMS delivers a sub-par customer experience is usability hurdles. The occasional obstacle is bound to happen. But you shouldn’t have to deal with stressful authentication errors and coding glitches every step of the way. If you decide to look for a replacement, sign up for free trials to avoid the usability trap. Ensure that every member of the team can use the new system with minimal training.
That said, there are times when technical issues are unavoidable. It could boil down to your team’s experience level or skills. The trick is an LMS customer service team that goes the extra mile to help you get through the rough patches. Instead of shirking their duties and trying to avoid your phone call at all costs. Does your current LMS vendor offer the insights and insider expertise you need to maximize functionality? Or do they reply to your support ticket with a canned one-liner that doesn’t even mention the problem? Interactions with them should be personalized and technical jargon-free.
You must be able to move data among different programs and import content from your authoring tool of choice. Data migration issues may seem like a minor inconvenience, but they have the power to derail your entire training program. For example, you can’t import user data or upload resources from animation software. Another tell-tale sign that their customer experience is lacking is integration obstacles. The system doesn’t seem to get along with any other platforms, which causes unnecessary headaches for your L&D team.
The LMS service provider can’t be there 24/7, but they can provide you with training resources to access on your own. Such as tutorials, demos, and troubleshooting guides. Plus, there may be instances where you simply prefer to go it alone and resolve the problem in-house. Rather than calling or emailing the vendor every time an issue comes up. An active user community also contributes to the customer experience. For instance, the LMS company hosts a forum where users can share ideas and tips. A social media page is another way to provide support and maintain transparency. Does your current LMS have a strong social media presence or closed groups exclusively for paying customers? Is there a user community you can turn to for help? Do they have an online training knowledge base that features video clips and recorded events?
Customization features vary depending on the LMS. However, limited customizability is a red flag that their user experience leaves much to be desired. You should be able to incorporate your branding and adjust the dashboards to suit your needs. As well as the software settings to improve functionality for your team. For instance, they can pin LMS reports to their home page and adjust the layout to make it more user-friendly.
I’m not referring to one or two negative ratings. LMS companies are bound to get a handful of unfavorable opinions if they’ve been around for years. Maybe someone was unhappy with the pricing or their team wasn’t experienced enough to use the tool. I’m talking about numerous negative reviews that specifically mention the LMS CX. Whereby users go into great detail about how the vendor didn’t resolve their issue or how they were treated disrespectfully. For example, the LMS expert hung up during a tech support call because it was taking too long, or they didn’t have a solution.
There’s no excuse for a sub-par learning management system customer experience. You invest in an LMS to develop and deploy online training to achieve the best outcomes. Vendor support, training resources, and tech know-how should be part of the deal. So, read user reviews to get an insider’s POV. Look for a tool that supports customization and simplifies data migration. Remember that LMS CX isn’t just about customer service, but the system’s usability and functionality.
Is it time to say goodbye to your current system and find a platform that delivers the best CX? Our top 20 customer experience list features the leading LMS solutions that excel in service, tech support, and usability.
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