WHAT IS ED-TECH AND IS IT A GROWING INDUSTRY?
Ed-Tech or Educational Technology has received peerless traction since the last decade as it's breaking the geographic barriers for students, teachers, and lecturers by blending technology with education. By doing so, the world has discovered multiple ways to connect students to their best suited teachers, a speaker to their respected incubator, or the lecturer to the virtual university.
Ed-Tech is a leap into the future of online teaching with virtual classrooms, educational tools, and advance-level metrics to seek out a student's annual performance throughout the whole tenure of their subscription.
In last 5 years, the stats suggest that ed-tech companies have grown into a unicorn status with a huge influx of students, teachers, and experts joining the bandwagon of educational technology platforms for full-scale academic assistance and career-focused guidance via online sessions.
DOES ED-TECH BRANDS NEED 5-STAR CUSTOMER SUPPORT TO STAND OUT?
Like every other innovation-first industry, even Ed-Tech is home to major challenges that make or break your company such as catering to a diverse user-base, implementing innovative technology, or the frequent technical glitches that hassle time-sensitive sessions.
The ed-tech industry is at the nexus of maintaining a 5-star customer service as it's completely built on customer-focused services, and touchpoints. To address these growing problems, a live customer support brings about a number of benefits that help ed-tech companies grow exponentially.
While ed-tech is a fresh domain to work in, there is already a propelling competition amongst the brands that try by width and breadth to capture their online target audience for sales. The solution is simple: provide a customer service that exceeds the prospect's expectations by hiring a team of trained customer support representations with ample knowledge, training, and the prowess to host proactive engagements for maximum sales.
6 POWERFUL STATS THAT SHOW ED-TECH IS LEADING IN 2024:
- The total market worth for Ed-Tech is around $340 billion
- Categorically, the corporate ed-tech is worth at $28 billion
- The use of Ed-Tech has increased in schools with a massive 99%
rate.
- The online course market has grown by 10x with major players like Udemy, Coursera and SkillShare coming into the business.
- AR-powered companies are also collaborating with Ed-tech companies to
create a seamless online ecosystems.
4 MAJOR TASKS THAT A CSR DOMINATES IN AN ED-TECH COMPANY:
Here's a list of 4 major tasks that customer support reps thoroughly complete for the ed-tech companies to meet the unique needs of their audience, and enable them to have seamless operations worldwide.
1) Setting Up A Multi-Channel Support:
By having a diverse target audience, the ed-tech companies should also understand that their prospects can get in touch with them in many ways, in particular, on multiple platforms.
With this in mind, it is important to setup a multi-channel support based on phone call agents, live-chat members, and email support officers to never miss a new lead while accommodating the existing database of customers. It is recommended to setup a well-structured multi-channel support where customers get swift responses on their queries to choose your subscription.
2) Troubleshooting & Tech Assistance:
While working in an ed-tech company, students, mentors, and experts are likely to encounter occasional troubleshooting and other means of tech assistances online. This makes it mandatory to hire an experienced team of customer support reps that understands the technology.
This may include setting up new accounts, helping students recover their dashboard or refreshing their credentials to connect with their mentors for video sessions. Troubleshooting and tech assistance are the nexus of building a great ed-tech brand for it wrinkles out the delays that come in between the service and its prospects.
3) Proactively Engaging Prospects:
The real difference of interaction is when you hire a team of customer support reps on your ed-tech projects with the skill to proactively engage your prospects. It means - a prior assistance offered to the visitors even before they reach out for help. With Ed-tech, you can share pre-made optimization tips and tricks to help students, and mentors run their tools seamlessly.
Further, you can engage a visitor in a live chat to address their queries first hand. This approach allows the ed-tech companies to stand out in their brilliance for the customer service. You can use in-app push notifications to enlighten your target audience about the most significant whereabouts of your courses, programs, and certifications.
4) Curating Feedback For Quality Enhancement:
Learning from our own mistakes is the best business policy in today's time and there's nothing more rewarding than doing it via real-life customer feedbacks that open a room for enhancement. How? By hiring a team of talented customer support reps from a top bpo agency online.
As an ed-tech company, you can use surveys, social media platforms, and user-review websites. You can focus on the core units of your business, such as, product development, user-interface, pricing, software functionality or anything else that reflects a major chunk of your services.
This way, you can curate the most valued comments/feedback and turn them into actionable insights for your core product teams online.
WHAT TO KNOW?
In conclusion, customer support reps are an integral part of any edtech company. Their role goes beyond just answering inquiries; they are essential for providing technical assistance, resolving issues, gathering feedback, improving user experience, and building trust with users. Investing in a strong customer support team is crucial for the success and growth of an edtech company.