Services

Customer Success

Our Customer Success team serves as your trusted and experienced support line, dedicated to ensuring your sustainable success with our products and services.

We foster a close relationship with you throughout your entire journey as our client. From the trial phase and onboarding to ongoing support, we provide responsive and proactive assistance. This includes comprehensive user guides, live chat support, ticket support, and tailored training sessions.

Customer-centric approach

Your success is our mission

Our customer-centric approach enables you to achieve your digital educational goals and attain a compelling return on investment through our edtech solutions.

We achieve this by building strong relationships, understanding our clients’ objectives and needs and proactively connecting with you at all stages of your projects’ lifecycle. This ensures a deeper and more meaningful engagement that drives optimal satisfaction.

99.1%

Average satisfaction rate up to May 2024.

Source: Live Chat Support

Top class support from day one

Onboarding and training

Onboarding

Your onboarding programme starts immediately after the contract is signed, typically beginning with an initial orientation call to gather all requirements for the smooth implementation of our award-winning solutions.

The onboarding programme includes 2-4 bespoke training sessions for content creators and platform administrators. Depending on your requirements, additional sessions and action items with subject-matter experts will be provided, ensuring a swift migration of current data and content, as well as seamless integration with your existing solutions.

Training

Training is provided by our dedicated Training & Documentation team, in collaboration with our Customer Success team, and is usually conducted as live online sessions. Clients can share questions and use cases in advance to receive even more tailored training.

The onboarding programme for new clients includes 2-4 training sessions. Additional training sessions can be requested at any time; depending on their scope, these may be subject to additional fees.

Instant support

Live chat and ticket support

Live chat support

Our intuitive Live Chat support service provides immediate assistance for any queries. Available as a chat widget directly within the interfaces of our solutions, Avallain Author and Avallain Magnet, it is staffed by real humans with profound experience in the sector, ensuring swift and effective support.

Ticket support

Clients get access to the Avallain Service Desk, enabling you to create tickets, keep an overview and track them until completion. Our ticket system is designed for all types of requests, including feature ideas for the products’ roadmaps.

Through this channel, you can submit even complex details to the Customer Success team. The meticulous management of ticketed queries on our side ensures that every request is resolved efficiently, reinforcing our commitment to your continuous, seamless operation and success with Avallain’s edtech solutions.