We’ve heard all the LMS horror stories. The brilliant course you’ve been up until the wee hours finishing just won’t upload. It should, but it won’t. Your analytics aren’t exporting and a report is due. You need to add a new department and make sure the licensing is all hunky dory before the day begins. But there’s a problem, and it’s one not enough people talk about: awful support.
When you’re working with something as essential as your Learning Management System, excellent support should be as high up on your feature list as anything else. But, all too often, once a multi-year deal is sealed and your money is safely tucked into someone’s sales figures, you get sidelined. Promises of amazing customer service turning into apologies, excuses and missed SLAs.
So, before we inevitably tell you how fantastically client-friendly, transparent and cost effective our support offering is, let’s take a walk through the LMS Support Hall of Horrors, and discover five nightmares for LMS support customers. Apologies if they trigger familiar frustrations.