EdTech customer service job demands vital customer support skills to achieve an unhindered growth

Edtech professions are widespread these days with the thronging of numerous EdTech companies to save the process of education from getting abandoned due to the pandemic. Subsequently, Edtech companies are recruiting highly qualified and skilled employees as they are going through the initial phases of their establishment. Thus, delivering the best EdTech customer service is the key to retaining the business. In the case of EdTech, strong customer support skills must be present in the customer service employee as high competition in the market may lead to losing a customer base if not cooperated properly. Therefore, along with a strict assessment of skills in any EdTech profession, EdTech customer service skills are also rigorously examined.

The EdTech customer service team has various positions divided in them on the basis of hierarchy. Different positions are entrusted with different responsibilities exhibiting distinctive skills to be acknowledged for each one of them. However, in comprehensive terms, the skills defined below will suffice each position efficiently as although hierarchy is there, the process of decision-making must always be inclusive. For example, a customer service head might have to cover up the place of a customer support caller someday or the customer support caller might be asked to suggest measures to develop EdTech customer services. 

BASIC SKILLS

Empathy

Customer support employees who directly address the customers must put themselves in the shoes of the customer to understand and help them. This is a highly valued trait that a customer support employee exhibits that is compassion. Being affirmative about the customers’ complaints and concerns makes the customers feel accepted. At the end of the day, it is the customers who matter. Perhaps any EdTech professional needs to be empathetic as the product is subjected to customer morale.

Receive Feedback

As an EdTech customer service agent, it is extremely important to derive feedback and reviews from the customers as the company will only be promoted if the users have found it useful. Therefore, the customer support employees must be convincing enough in their behaviour to enable the customer to give feedback once the conversation is over. Moreover, knowing the tactics to extract feedback is also important.

STRATEGIC SKILLS

Well-Acquainted with Digital Media

One of the vital customer support skills in the age of digital media is being well-versed with the latest applications and software that could be employed to extend EdTech customer service. An automatic response system reduces the task of customer support employees to welcome each and every customer onboard. A digital customer support portal can help personalize the communication with the learner. Hence EdTech companies prefer candidates to be technically savvy while selecting them as customer support employees because the company operates over the digital media itself.

Mentoring Capability

Persuasive mentoring based on customer behavior is one of the key roles of the EdTech customer service team. Based on the journey of the customer involved with the EdTech company, the customer support employee must design interventions that can gain the company a strong revenue. This requires the customer support employee to work closely with the coaches and academicians who can help them stay updated with the possible future of the course and accordingly draw the attention of the customers towards the next step.

Data Analytics

The EdTech customer service team must be skilled with the data science that can help them perform at the optimum as they will perceive the user trend and success of the EdTech company from the extracted data. On the basis of the data, the customer support employees can decide their next strategy in guiding the customers.