As an LMS administrator, you may agree that maximum LMS support requests received are from learners and in that, most of them are related to accessing the LMS. For example, retrieving password. Even though there are options available in the LMS to retrieve it, learners may feel comfortable to contact support directly. Reasons can be lack of knowledge on how to reset it, or they may find the process difficult. Resetting a password seems to be very simple task, but sometimes you wonder why they come to you with such requests, when they can handle it themselves.
Based on my experience as LMS administrator for various LMSs, I am sharing some secrets, which helped us reducing the simple and repetitive support requests from all types of LMS users.
1. Guided Support tool to send support request
Using available or any new survey application to create guided questionnaire. You may use Sharepoint, Survey Monkey or an open source Lime Survey. In the questionnaire, you may ask them to select their role, type of issues they are facing in a simple, specific and logical way. Based on their responses, you may guide them with step by step instruction and screenshots within the questionnaire itself. At the end you may ask them to provide detailed description of the issue, if the guided steps do not help. This may help the users to solve the issues themselves.
Another advantage of having this tool is you can r number of email communications to understand the actual issue and resolve it. Based on their selected options and problem description, you may know the exact issue and it may get resolved through an email. Sometimes the users may not express the actual issues they are facing. This method also helps them to explain what type of problem they are facing by selecting the appropriate options in the questionnaire.
2. Educate user on how you investigated and resolved the request
Handling technical issues, which are received from Managers, Instructors or Sub-Administrators require lot of effort to resolve. It may be a good practice to explain to them how you investigated the issue and what you have done to fix it. So the next time they find similar issues, they may fix it themselves, rather than contacting you. You may save these cases in a Word document and share it with others users, who come up with same issue.
3. Explain the root cause of the issue and give tips to avoid in future
You may agree that most of the issues occur if standards not followed, or any important step is missed. Whenever you receive such complex requests, it is better to explain the root cause for the issue. These reasons may help them to know the importance of following the standards and instructions properly.
After resolving the issues, you may share some tips to avoid these problems in future. You can ask them to refer related topic in the User manual for more details.
These tips can make lot of difference in your support service. You may get to know the exact issue and resolve it quickly. Users may feel comfortable to resolve their issues themselves by knowing how to do it.
Please add your ideas to this list which may help us in achieving excellent LMS support service.
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