24/7/365 live Retention Desk (Help Desk)
When it comes to securing higher completion rates, higher retention rates as well as increased enrollments, one key element is 24 hour 7 day per week 365 day per year live technical support. For nearly a decade Embanet has led the industry with its help desk to ensure online success.
Highlights include:
24 Hour 7 Day per Week 365 Day per Year Live Technical Support
Take comfort in the fact that Embanet has help desk professionals to answer questions from your instructors and learners 24 hours per day, 7 days per week, 365 days per year. Don't accept imitations or substitutes for help desk support. You will never meet a more talented and dedicated team of help desk professionals. Their only goal is the success of online instructors and learners.
Resolution on the First Contact
Busy instructors and learners need a support infrastructure that enables them to get the answers they need when they need them. Embanet's team of highly trained help desk professionals will resolve all issues on the first contact 98.2% of the time.
Highly Trained and Certified Help Desk Professional
Embanet's help desk professionals are trained in both hard skills and soft skills. This ensures the optimal experience for the learner, through our toll-free support hotline or our 'intelligent' online web forms. Whether we are asked to solve a technical problem or work with an online learner who is frustrated and wants to drop the course or program, Embanet's help desk professionals apply tactical soft skills training to ensure resolution. Embanet's help desk extends beyond the learning environment to assist instructors and learners in solving browser, ISP, MS Office, streaming media, plug-in or any other technical issues.
Turn around times
Embanet provides fast turn around time without compromising quality or accuracy. Helping online instructors and learners to achieve solutions whenever required, Embanet's team of highly qualified and trained help desk professionals ensure that learning is front and centre.
Integration of Software Developers and Account Managers
Step beyond the traditional 'reactive' help desk and experience the power of Embanet's proactive help desk support system.
Embanet tightly integrates its support services with its technology partners. Software bugs, enhancements and upgrades are handled seamlessly by Embanet as staff work side-by-side with our partner's senior level programmers and technologists.
Embanet's Help Desk Department also works with Embanet's Client Success Department through the planning and launch of your online courses to provide a unified team of knowledgeable, solution-oriented professionals. This saves you the time, hassle and headaches of dealing with software and hardware teams, and instead, allows the convenience of one source working tirelessly to solve the issue.
The Results You Want – High Completion, Retention and Enrollments
The proven and effective Embanet Help Desk puts your institution on the path of realizing and sustaining high completion, retention and enrollments at all levels of growth. The end results are a positive return on investment in a short period of time, and instructors and learners delighted with the experience.
The Embanet Help Desk Software
Embanet has taken a decade of experience and developed a specialized help desk tool that tracks and monitors the enquiries of your learners. The Embanet Help Desk searches out and solves small issues before they become big problems. The Embanet Help Desk system combines our extensive knowledge base, all emails and phone calls, and your specific institutions information to ensure timely, accurate and friendly responses.
