Web-Based Learning Management Systems Deployed In Customer Support SettingsPage: 1 | 2 | 3 | 4 | 5 | 6 | 7 or Go To our Certification Articles Section
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.
About the Author:
Dave Boggs is the founder and CEO of SyberWorks, Inc www.syberworks.com.
He has been involved with computer-based and web-based training
for more than twelve years. Before founding SyberWorks, Dave
was the VP of Sales and Business Development for Relational
Courseware. He holds a Bachelor of Science degree in Physics
from Union College in Schenectady, NY, and an MBA from the
Kellogg School of Management at Northwestern University in
Evanston, IL.
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