ClientCare is Available to Support Customers during COVID-19 Disruptions
Jill Schultz | Posted Tuesday, March 24, 2020 |
LatitudeLearning's ClientCare team understands that the COVID-19 pandemic is impacting business operations around the world, including those of our customers and the businesses and individuals they support through online learning. Our team wants to reassure our customers that we are still available to support you in the manner you've come to expect from us!
The ClientCare team reminds you of the support options available to you as you work through these difficult times:
- Email: Both free and subscribing customers can submit a ClientCare support ticket at any time by emailing Support@LatitudeLearning.com
- Customer Self-Service Portal/Free Chat Support: Subscribing customers can continue to submit tickets, monitor existing submissions, and access free online Chat Support via the customer portal. If you are a subscribing customer but never completed your invitation for access, you can email Support@LatitudeLearning.com to request access for specific authorized portal administrators.
- Operational Services: We offer a variety of Operational Services to engage the ClientCare team in supporting you, ranging from one-time on-demand services to more dedicated administrative support for your team. Customers with pre-paid operational services agreements are encouraged to leverage them to engage Latitude for targeted consulting, training, or other tasks for which our team can help you at this time. We also offer on-demand operational services on an hourly basis payable via PayPal. If you have specific one-time needs that we can help with, submit a detailed ticket and we will work with you through the on-demand purchase process after providing you an estimate. The most expanded support agreement we offer is Dedicated Administrative Support, in which a member of our ClientCare team works with you on portal administration tasks in increments of 1/8 FTE per month for a standard monthly fee. If you do not have an operational services agreement or are interested in learning more about our dedicated administration options, you can request more information by contacting ClientCare or by emailing Account Manager Regina Beckham directly at Regina.Beckham@LatitudeCG.com.
Remember, when submitting support tickets via email or the customer portal, please be specific and include usernames, course codes, organization codes, steps to replicate, error texts, attachments, screen shots, and any other information you can provide to allow our agents to more quickly address your questions or issues.
The ClientCare team looks forward to helping you work through the disruptions of this global crisis in any way we can. Let us know how we can help. Let us know how you're doing and what you're concerned about. This impacts all of us in unique ways and managing through it can require unique and creative solutions. We're here to help.
With wishes for your continued safety and success,
The LatitudeLearning ClientCare Team
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