How to contact support
Create a ticket
24/7 363 days a year.
What happens next?
Find out what happens when you contact support, here.
Putting you first
Our team is filled with people who have a real passion for customer satisfaction. Here’s a snapshot of the support our members enjoy:
- 24/7 customer support
- Tailored induction and ongoing coaching
- A dedicated Customer Account Executive
- Unlimited email and phone support (including end-user support)
- Training support – to help you on your learning journey
- Technical and marketing support
- Seamless HR system integration
- Support from Learning Pool doesn’t enforce arbitrary limits – we’re committed to helping address the issues regardless of the cause.
Customer care checklist
The customer care you’ll get from our team is second to none. If something’s not quite right, or you just need guidance, we will work really hard to put things right.
Our promise, we’ll always:
- Treat you with respect, be polite and helpful
- Be honest with you when delivering our service
- Make sure that our team are trained to give you the help that you need
- Use plain language, without jargon, when answering your questions
- Review our customer standards using our client satisfaction survey continuously
- Use your feedback to improve our services
- Have staff available to deal with your queries 24/7
With your own Customer Account Executive, a project team behind you and full end-user support, we are with you every step of the way to make sure your journey with Learning Pool is a success.
Learning Pool Academy
We’re here to help and our free online training academy offers a fantastic, always-on resource to help you get the very most out of the solutions we provide.
Packed full of videos, demos and guides, you can take part in real-time activities such as live webinars, forum discussions and live chats and you’ll contribute to the development of the learning through online feedback and evaluation activities. The Academy is a really active forum with lots of peer support and of course, our support team are always on hand to answer your questions or show you the best way to do something.
Self-service support for product administrators
Learning Pool Academy Forum
The Learning Pool Academy is full of courses and resources that cover our entire product ecosystem.
As well as having social features that let you comment and interact with other users and Learning Pool staff, there are dedicated forums for each product.
Here you can share tips and tricks and ask specific questions relating to the products. You’ll find links to the forums on the Academy dashboard.
Access the Learning Pool Academy
The Learning Pool customer portal is available for all of our customers. The portal allows you to:
- Create a case which will be routed directly to our support desk
- See a full history of all the cases that have been logged in the portal
- View a list of all of your open cases, including those that have been logged by phone and email
- Review all cases logged by you and also those logged by other people in your organization
- See all cases closed in the last two months
- View release notes that provide you with updates about new features
- Have direct access to our Academy and Customer Charter
Showcase is our ONE-STOP-SHOP for all your essential off the shelf content as you level up in your organization’s learning journey. Find out more.
Got a learning problem to solve?
Get in touch to discover how our learning experiences can help