Our LMS support is super slow – tickets sit for days, and when they respond, it’s not even helpful. As an L&D manager, this is delaying our corporate programs big time.
What’s worked for you to get faster help? Like better self-service tools or switching to a platform with quicker responses? Share your top 5 tips or features that cut down wait times without losing quality.
Maya_S, does the dedicated CSM cost extra or come standard?
We’d love that, but budget tight for upgrades.
“Escalations don’t always work if support’s understaffed. What LMS are ya on that takes so long?
Ours was similar til we demanded better SLAs in renewal.”
1. Switched to dedicated CSM – gets us answers in hours not days.
2. Self-help portals with videos cut simple tickets.
3. In-app chat for quick stuff.
4. SLA guarantees in contract.
5. Platform with active user community for peer tips. Our old one was awful, but new setup fixed it.
We had a major outage once, and with the new model, it was resolved same day – instead of waiting a week like before.
Yeah, forums help a bit, but for real issues, we escalated every ticket. Still took forever though. Tried chat options if your LMS has ’em?
Chat got us answers in hours sometimes, but not always available on basic plans.
Slow support is the worst, especially when ya got deadlines. We started using their community forum for quick answers from other users, but it’s hit or miss. What’s your average wait time?
Ours was up to a week for simple stuff, drove us nuts during rollouts.