Latitude Learning is pleased to announce a phased rollout of our new Customer Support Management System for Latitude Learning LMS customers!
Latitude Learning has selected Zoho Support, a market-leading customer support management to provide advanced, best practice based support services to our customers. The new system will leverage our existing process, providing single point of contact for Latitude Learning customers, while enabling advance workflow for ticket management and processing.
Effective October 28, all inbound support requests sent to Support@LatitudeLearning.com will be redirected to the new customer support system...And as of this date, Latitude Learning Support will begin responding and managing customer support requests using the new system. Initially, customers will only see only minor changes from the existing process...For example the Subject line on initial and subsequent interactions replies from the Support Team will contain the Request ID assigned by the system to the corresponding customer request (e.g. Subject: Re: [##609##] RE: Training Videos for the Latitude Learning LMS! ). When customers reply to emails sent via the new system, the associated request will be automatically updated (ticket #609 in this case) with the additional conversation thread providing a complete record all interactions tied back to the original request. Associating ALL communications to the initial request for service will allow the Support Team to more effectively address requests while managing responses in accordance with ongoing service levels.
In the coming weeks, additional features of the new Zoho Support system will be made available to customers...For example, a new Customer Support Portal that will allow customers to create requests online, track the status of existing requests, and search a knowledgebase for answers and solutions. Another tool, Zoho Assist, which will allow the Support team to communicate (via instant message and (upon approval) view customers workstation environments for advanced troubleshooting and configuration support) is also on the Support Roadmap and will be a tool in the Support Team’s tool box in the near future.
Thank you again for your valuable feedback and input on our support services. Please feel free to contact the Latitude Learning Support Team at Support@LatitudeLearning.com for additional details.