Once launched, you will be the main point of support for all of your learners. Thought Industries is here to support you and your team, and to help troubleshoot learner issues when needed.
As a first line of defense, encourage your learners to go to your support page from their learner dashboard. If users cannot find the answer they are looking for, they will contact your customer support team using the contact info found on that page.
Below are the specific flows, as well as a few tips to keep in mind, to help minimize the back and forth when troubleshooting an issue.
Replicate the learner's issue.
Your customer support team should attempt to replicate the learner issue to see if they can identify, recreate and resolve the problem.
- Some issues could potentially be user errors, and some issues may be related to the learner's browser or device (see step 2 below).
- In some cases, issues are related to settings applied to the site and/or content. A site admin or course author should be the first line of support for these types of issues. For example, if content is not loading correctly for a specific site, page, or course, can the customer support team recreate the issue? If so, we recommend checking the course to make sure content is saved and published properly. Note that this may involve working with your content team who will be familiar with course settings, etc.
Collect Browser/Device Information.
Your customer support team should collect appropriate browser/device information and verify that the learner is using a supported version/device (tip: send learners to www.supportdetails.net where their OS/browser is detected and emailed to your support team automatically.) It's important to ask the learners to provide as much detail as possible about their issue. It's extremely helpful to receive screenshots, step-by-step instructions, etc., whenever possible.
Browse the Thought Industries' Help Center
The Help Center was created with admin and customer service team members in mind. Feel free to browse the available categories and search for specific content.
Contact Thought Industries Tech Success & Support.
If the issue is still unresolved after browsing the Support Center, email us at firstname.lastname@example.org or submit a ticket through the Support Center. Be sure to provide as much information as possible. Screenshots, step-by-step recreation instructions, collected support details, and relevant URL’s are a big help for efficient troubleshooting.