Weekly support cases
Rated service as excellent
Customer satisfaction rate
Putting you first
We’re invested in making sure your vision for learning is realized. That’s why our customers can count on:
- A dedicated project manager and project team throughout implementation
- Launch support to get your solution off the ground.
- An assigned customer success manager as your ongoing point of contact
- An assigned customer account executive to manage the commercial relationship & future strategy
- End-user support 7 days a week, 24/7, 363 days per year, with an online customer portal to log and track cases.
- Unlimited administrator support from a dedicated help desk, including access to our customer success team.
- Training support including access to our online Academy so you can receive just in time training, webinars and frequent coaching.
Customer care checklist
Our team is passionate about providing our customers with a world-class experience. It’s our promise to:
- Treat you with respect, be polite, and be 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 relationship with Learning Pool is a positive one.
Learning Pool Academy
Our free online training academy offers fantastic, self-service resources to help you get the very most out of the solutions we provide.
Packed full of on-demand videos, demos and guides, you can also take part in real-time activities such as live webinars, forum discussions and live chats. You can contribute to the development of the learning through online feedback and evaluation activities as well. And our support team is 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
Access the Learning Pool Academy
Customers enjoy self-service training resources like:
- Tips & Tricks
- Live chats and more!
The customer portal is where our customers go to:
- Create a case which will be routed directly to our support desk
- See a full history of all the cases they have logged in the portal
- View all of their open cases, including those logged by phone and email
- Review all cases logged others in your organization
- See all cases closed in the last two months
- View release notes on new features
- Have direct access to our Academy and Customer Charter and more!
Showcase is our one-stop-shop for the latest with our off the shelf content, including:
- Library and collection summaries
- Lesson previews
- Sample scripts and more!