help desk
Your help desk can be an important part of your retention strategy. If your students are encountering roadblocks in their online or hybrid courses, that can have a negative impact on their student experience. It may lead to disengagement, frustration or worse. They may abandon their studies, leading to a drop in your retention numbers.
For 15+ years, Ease Learning has provided a 24X7 help desk support model that balances the best of customer service and support with cost efficiencies. The Ease Learning Help Desk was built by and is driven by our experience and expertise in learning design and optimizing the learning journey towards increasing learner success, retention and completion rates. We also provide bilingual support (Spanish).
Your learners’ success is our team’s top priority.
Your constituents have access to high quality U.S.-based support when and how they need it. We work with colleges and universities by supplementing, extending their existing help desk or handling the full range of help desk needs.
Compared to the average education help desk:
20% higher one-touch resolution rate
23 hour shorter email response time
Average response time is under 15 minutes...compared
to 24 hours
(all above stats are in comparison to industry averages)
Your solution to scaling support and driving continuous improvement
Ease Learning has extensive experience supporting inquiries regarding all popular LMS including Blackboard, Canvas, D2L, Moodle and others. We also support 3rd party LMS applications, network access, password resets, Office365, G-Suite, hardware and related areas. Our agents utilize a customized knowledgebase and are provided with ongoing training to drive continuous improvement.
Learner support whenever, wherever they need it
Users are provided with clear contact and self service options. We do not believe in heavy ticket deflection; we want users to seamlessly contact us if the self service options do not meet their needs or if they prefer contacting a support agent.
Natively-branded, U.S.-based end-user support, 24x7 access
LMS support portal only accessed by your students and faculty
Support available via phone, chat, email and text
US-based team of technical professionals with extensive training in customer service, online security, and academic technologies
Each client has their own dedicated help desk manager
Dedicated quality assurance team reviews ticket interaction to monitor performance and build process improvements
Elevate your help desk, Inform your strategy
We identify and report on the specifics so you can use this data to:
Inform retention strategies
Identify roadblocks to student success
Enable a feedback loop to your stakeholders
Improve instruction and learning experience
Drive learning outcomes
“Ease Learning works each issue individually, holds the user’s hand, and walks them through their issue until they reach a solution. They ALWAYS exceed my expectations!”
Janice W.
Director of Web Services