Support isn’t just a post-sale obligation—it’s your competitive edge. As an LMS Portals reseller, the way you support your clients can make or break retention, referrals, and recurring revenue.
Proactive support keeps customers engaged, successful, and loyal. Here’s how to deliver it.
1. Start Strong with Strategic Onboarding
Onboarding isn’t just about logging in and clicking around. It’s about helping clients achieve their first real win fast.
Tactics:
Offer a 30-minute kickoff call to map out client goals and timelines.
Share a simple LMS launch checklist.
Provide templated course structures and sample content.
Create a “quick start” video tour using Loom or a similar tool.
Why it matters: A smooth onboarding process sets the tone for the entire relationship. Clients who see value early are less likely to churn.
2. Build a Self-Service Knowledge Base
Clients want answers—fast. Give them 24/7 access to key resources.
Include:
How-to guides (text and video)
FAQs for both admins and learners
Troubleshooting tips
Best practices for using the LMS Portals environment
Tools: Notion, HelpScout, or even a Google Site can host your support hub.
Bonus: Brand it to match your white-label LMS offering.
3. Schedule Proactive Check-ins
Don’t wait for a client to raise their hand. Beat them to it.
Monthly or quarterly check-ins should cover:
Usage stats
Feature adoption
Training outcomes
Upcoming needs or roadblocks
Use the call to:
Recommend new features or modules
Gather feedback
Upsell where it makes sense
Why it matters: You stay top of mind and aligned with their evolving goals.
4. Monitor Client Activity (and Inactivity)
If a client hasn’t logged in or created new content in weeks, that’s a red flag.
What to do:
Set up usage alerts or reports
Follow up with a friendly “need help?” email
Offer a refresher session or course strategy review
This keeps small problems from becoming big ones.
5. Offer Personalized Support Paths
Not all clients are the same. Segment them and tailor support accordingly.
Example segments:
New clients: Frequent check-ins, lots of handholding
Experienced users: Advanced tips, strategic consulting
At-risk clients: Priority attention, recovery plan
Match support resources and frequency to client tier, size, or goals.
6. Automate the Basics, Humanize the Rest
Use automation for:
Ticket intake
Onboarding sequences
Resource delivery
Use a personal touch for:
Strategy sessions
Escalated issues
Client success check-ins
Tools: Use a CRM like HubSpot and support platforms like Zendesk or Freshdesk to streamline everything.
7. Collect Feedback—and Act on It
Support doesn’t stop with problem-solving. Ask for feedback regularly:
After onboarding
After resolving tickets
After major milestones
Use tools like Typeform or Google Forms to capture insights. Then act fast on what you learn.
Summary: Support Is a Sales Tool
Great support leads to renewals, referrals, and reputation. Clients don’t just remember the product—they remember how you made them feel when they needed help.
Bottom Line: Proactive support isn’t reactive service. It’s strategic, intentional, and tied directly to your success as an LMS Portals reseller. The better your clients do, the more you grow—period.
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