It’s 8:45 a.m., and you’re helping your child log into their virtual classroom for another day of math, spelling and history. But the username and password combination isn’t working. You try again. Incorrect. You reset the password. Error message.
In the background, your second grader is throwing Teddy Grahams at the TV.
You message customer support via the “Help” chat on the education platform, and the customer service agent asks for your school’s unique code. “Who knows where that is?” you mumble in frustration.
You stress eat Teddy Grahams. Another password reset comes through. You log your child into the class just as the lesson begins.
For many parents around the country, this is the reality of virtual learning.
Teachers, parents, and students are doing their best to adapt to the new remote education landscape, but despite everyone’s best efforts, sometimes the technology meant to keep students engaged doesn’t always work the way we need it to.
However, there are proactive steps edtech platforms can take to make things faster and easier–and help us all overcome the challenges of navigating this new normal.
Let’s dive into a few lessons from the customer experience world that can help the edtech community better empower parents and educators with a seamless, remote learning experience, so they can focus on what they do best: help students learn and succeed.
Lesson 1: Help me, help you – the mutual benefits of self-service
Teachers, parents, and students need tech issues resolved quickly so they can get back to doing what they need to do–teaching, supporting, and learning. As a result, self-service has become critical to providing a seamless remote learning experience for everyone.