Customer support is the backbone of any business, and eLearning businesses are no different. In our last blog, we explored how customer support of plugins or themes your site is using can impact your Moodle business. However, the support that you provide to your customers is even more critical. Ignoring it can be a costly mistake for multiple reasons because the impact of customer support quality touches many aspects of your business growth. In this article, we’ll explore how it can hinder or boost the growth of your Moodle site. Let’s begin!
Impact of Customer Support Quality on Moodle Business Growth
While customer support has the potential to touch every aspect of your business directly or indirectly, there are 5 major effects it can leave on your eLearning business. Here they are:
#1. Customer Retention and Loyalty
The quality of your customer service is important for both retaining as well as losing customers. If your customer support is not up to the mark, you’ll lose customers rapidly as their grievances will remain unresolved, and they’ll gradually move to your competitors for their learning needs. On the other hand, great customer support can boost learner satisfaction, thus helping you retain your learners and even earn their loyalty, which can result in crucial repeat purchases that lead to recurring revenue.
#2. Brand Building
Strong brands are built on the back of promising customer stories, and it’s no different for eLearning brands. To create numerous promising customer stories, you need to solve customer issues on priority and provide a better user experience. Both these things can be achieved only when you listen to the issues your users are facing and provide them with excellent customer support to fix them in time.
Crux of the matter: Customer service is important again for the overall perception and branding of your Moodle business.
#3. Improvement of User Experience
When you are responsive to customer queries, you can discover numerous areas where the customer experience of your site is lacking and needs improvement. If you observe that some of your users are facing issues with certain site features or a specific page, you can work on improving it for them. This can allow you to deliver a better learning experience for students and an improved teaching experience for the instructors.
However, if you ignore the issues being flagged by users in your LMS support requests, then you’ll never know which areas of your site functionality need attention. As a result, you’ll also be unable to deliver a user experience that can gain and retain users.
#4. Competitive Advantage
If you can devise business processes that allow you to deliver unparalleled customer service, it can also become one of your main competitive advantages in many cases. Many businesses have been built on the back of solid customer service that wasn’t easy to replicate by competitors. Your eLearning business can also be the next among them.
The key to good customer service is devising processes that adhere to the best standards and are easy to replicate. You can build some wikis or knowledge bases that allow users to fix the issues on their own or create SOPs that need to be followed for quick resolution of certain common issues by your support team. Whatever you do, try to see if it can become a practice that can’t be replicated easily by your competitors.
#5. Business Growth
When your students are satisfied, they’re more likely to recommend your eLearning business to others as well. This can allow you to grow your business through word-of-mouth, something for which brands spend thousands of dollars in viral marketing campaigns.
On the other hand, not paying attention to customer grievances can generate negative word-of-mouth in this era of social media, and you may end up with hundreds of reviews trash-talking about your site on blogs or social media posts. This kind of negative publicity can make you lose hundreds of potential customers, thus hindering the pace of your growth.
Expand Your Moodle Business with Great Customer Support…
Great customer support can help you with every aspect of your business growth. Whether it’s retaining customers, building a strong brand, improving user experience, or gaining competitive advantage—all of that is possible if you offer great LMS support to the users of your Moodle site. That’s why you should invest in the efforts to improve the customer service of your business because, at the end of the day, it can impact almost every part of your business growth.
So what are you waiting for? Start looking into how you can improve your Moodle business with the power of quality customer support.
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