Invoke[ing] a Trendy Support Model


By David Neiss, Director of Training and Development, Invoke – Higher Education

Support is king! Yes, we all know that the product is very important, as that’s what gets the client in the door, but great support keeps the client happy over time. High-end customer service facilitates trust between the end-user and the the company. A client who trusts that the support team has their best interest in mind will go a long way in maintaining that relationship, therefore, helping foster renewals and referrals. In fact, “76% of consumers say they view customer service as the true test of how much a company values them.” Here at Invoke-Higher Education, we take pride in providing the highest level of service for our clients. Our support team has great synergy and works closely together, which allows us to truly know our clients and build a greater trust and partnership with them.

To stay viable, a support team must adjust with the times. Let’s take a look at a few trends that are surfacing in support and how the Invoke – Higher Education team is following suit.

  • Trend 1Companies Will Make Self Service Easier – It’s no secret that we live in a technology-rich society. I love the fact that I can go to a website at any time to find information quickly. What I don’t like is having to call a 1-800 number, navigate through the numerous phone system branches, and then wait on hold for 5-10 minutes. I know, I’m spoiled.

Invoke Higher Education’s Trendiness – Making life easier for our end-users makes our lives easier, so we pay extra special attention to this trend. For starters, the support portal has a direct Single-sign-on (SSO) link from our CoursEval™ product. This makes it much simpler as the end-user will only need to login once. Second, we have a newly designed searchable portal that scours knowledgebase articles, tickets, and group forums. This is a great asset as the end-user will not need to dig through the entire support portal to find what is needed. Lastly, we have a live-chat feature available for the quick question that doesn’t necessarily require a ticket. This is not only efficient for the end-users, but also very fun for us as we like to race to see who can grab the chat notification first.

  • Trend 2 – YouTube is HOT! – Over 500 videos per minute are uploaded to YouTube™, and the number continues to grow. Why is YouTube™ so popular? It’s because of the ease of use, quick searches, and numerous results. This accompanies trend 1 nicely, but it is definitely in a league of it’s own. The ease of use to record and upload content to YouTube™ is a no-brainer and highly beneficial for a company that is trying to help end-users with self-help.

Invoke Higher Education’s Trendiness – We have definitely jumped on the bandwagon with this trend, although we have only scratched the surface. Similar to searching YouTube™ for personal fix-it type videos, we want the ones we create to be short and to the point. We would rather create several short videos that are broken up into small 1-3 minute segments than one long video that is very long. We have also found that using a video capture tools, such as JING™ and SnagIt™, can help tremendously when answering tickets. It’s a great way to save time and go the extra mile for the end-user.

  • Trend 3 The Omni-Channel Customer will Arrive with Force – Nothing is worse than calling a support line, going through the marathon of options, only to end up being connected to someone who cannot answer my question. Is it just me? The idea of Omni-Channel support is that the end-user can connect for help in a number of ways and therefore have a seamless experience. Whether an end-user tries to add a ticket using the support portal or attempts to contact via phone, chat, or email, the customer support agent will instantly be able to see all of those items in order to expedite the troubleshooting process and resolution time. Awesome!

Invoke Higher Education’s Trendiness – We truly get and fully understand this Omni-Channel trend as we are also end-users for a variety of products and have found and researched what works and what is simply unacceptable. We at Invoke Higher Education strive to make the end-user experience a pleasant one. No matter what method of contact the end-user utilizes, our support team is not only knowledgeable, but all team members are also able to view current or past tickets in order to maintain cohesive support.