With a world of factors to consider when searching through the sea of LMS software and services, trying to catch the perfect one, it all too easy for LMS providers to focus on affordable, well-rounded learning systems and overlook one of the most crucial selling points: the LMS customer experience. This factor encompasses the entire customer journey, from background research and assistance in determining what exactly the programme offers, right through to its ease of use, accessibility, and maintenance once purchased. It’s important to know the steps the customer takes to find a suitable LMS and why their experience is such an essential part of the buying process.
What is the LMS Customer Experience?
This begins when an interested party attempts to find the best Learning Management System for their and their organisation’s needs. By clicking on the vendor’s landing page or website, perusing their social media or reading reviews, they instantaneously come into contact with the company and hence, begin their customer experience way before they have even purchased anything. It also continues long after they have been using the programme as they will most likely utilise any support services offered.
A customer’s experience also encompasses their perceptions of the brand itself. For example, if an LMS provider is not completely honest in stating what it does not offer, the customer may feel let down or deceived. For vendors to know whether or not they fall within the positive bracket of customer experience, they employ a useful tool known as the Net Promoter Score. An NPS allows customers to score on a scale of 0 to 10 how likely they are to recommend the product. Participants who score a 9 or 10 are known as promoters and have had a superior LMS experience. Below are some examples of such an experience during different stages of the LMS selection.
Pre-purchase (Research Phase)
The vendor’s website is informative and navigable, enabling customers to easily make an informed decision. They are easy to contact for more information and even provide potential customers with a free LMS trial. Clients can also join an online forum or community to address any issues raised.
Purchase
Customers can sign-up and download the product simply, with a helpline available for any obstacles they may encounter. Online training tutorials and FAQs are in abundance, which guide them through the process and ensure a user-friendly LMS.
After Purchase
Having received a confirmation email from the vendor regarding information about their support services, customers can take full advantage of these. Post-purchase services range from bespoke assistance to gaining customer feedback via questionnaires or reviews, in order to continually develop their product.
Clearly, the LMS customer experience is absolutely crucial for vendors to secure a place in the spotlight. A superior level of customer service will usually be reflected in positive online reviews and will be invaluable in enticing further patronage from those looking for a reliable LMS system with knowledgeable assistance and advice included. Not only is it an ideal way for vendors to set themselves apart from their competition, but it lays the groundwork for strong B2C relations and enables customers to get the most from their LMS platform.
