InsightsTools & Tips

Remote Learner’s Client Success Center

By August 7, 2019 March 3rd, 2020 No Comments

By Kseynia Khenkina, Senior Technology Administrator

Our top priority at Remote Learner is our clients. Your main objectives are propelled by your vision for success and we want to help you get there. Our Client Success Center (“CSC”), which went live in May, is designed from the ground up to support your vision through:

  • increased access to self-service options
  • efficient communication with our support team
  • transparency on the progress of support requests

Get Help When Needed

To provide the best possible service experience, the CSC utilizes a modern and intuitive design with new self-service options. The CSC landing page provides quick access to our Learning Spaces site where you can find an ever-growing library of site administration and course development training materials, documentation, and webinars. And Account Manager contact information is only one click away.

From the landing page, you can also create Support Cases. New fields on the contact form request information that will help route your case to the best resource for the quickest possible response.

Communicate Efficiently

The CSC supports comment formatting through a WYSIWYG editor. Commenting on cases through the CSC interface includes the attachment of files and directly inserting images in-line for added clarity and efficiency.

Whenever our support team responds, notifications are sent via email and appear in the notification section in the CSC. The in-site notification is live and appears instantly after the new comment is made. The email notification can be replied to directly and without an additional login to the CSC.

Track Support Requests

All cases can be accessed at any time through the Support Cases menu item. Here you can see all of your cases or, through the dropdown selection, all cases associated with your organization. Clicking the case number link will bring you directly into the cases themselves.

Looking Forward

Review your site information, open a new case, or follow up on something already in flight. All of the resources you need are now in one place.  And this is only the beginning for the Client Success Center. Be on the lookout for additional updates as we extend the functionality to provide you with greater information and insights about your Remote Learner solutions. We think you’ll find the Client Success Center to be an intuitive and effective tool as you pursue your vision for learning.