One of Edlink's primary objectives is to build software (and a company) that people can rely on. We knew, from the beginning, that if we were going to sit between our client and their customers, that our support tools and team would have to be excellent.
We aim to make it possible for users of Edlink's tools to be able to get answers to their questions in context, and immediately.
We're constantly working on adding features to the platform that allow users to view a quick FAQ, click a relevant link that takes them to a help article, or watch a video.
During business hours, our live chat is available and we aim to respond within minutes.
And, while we continue to build out the support infrastructure that makes Edlink incredibly easy to use, we've also made sure each of our clients has personalized support with the helping hand of a dedicated Client Success Manager.
Does that sound too good to be true?
You don't have to take our word for it! Check out what Liz Pritchard, Director of Operations at EdTech Solutions, has to say about our customer service.
What you're about to watch is an interview between Liz and her Edlink CSM, Sara.
For a little more context, EdTech Solutions offers ebook implementation for K-12 schools across the U.S. To make their service even more seamless, they partnered with Edlink to build LMS integrations.
- 00:00 - Could you tell me about EdTech Solutions and your role there?
- 1:03 - What got you interested in integrations with schools?
- 2:36 - What made you want to work with Edlink?
- 4:46 - How has our hands-on customer service helped you as you moved forward with integrations?
- 5:39 - Did anything surprise you along the way with your journey with Edlink?
SP: Could you tell me about EdTech Solutions and your role there?
LP: I'm the Director of Operations for EdTech Solutions. What that means, in a really pretty title, is that I'm the resident nerd. I'm the head geek who loves to take all of the programs that we use and explain it to the customer in bite-size pieces, so that they can digest it, but also work with us to set up different programs that we use.
Now, what we do is that we work with schools across the U.S. in regards to doing eBook implementation services for all the major educational publishers.
Private and parochial schools come to us, and they contract with us for a very VIP, hands-on service to set up an online bookstore for the students to go on and purchase any of their print or digital needs for the school year.
SP: That sounds amazing - I would have loved to have that when I was a student. What got you interested in integrations with schools in the first place?
LP: It was by accident, actually. Working in the digital educational world, there's so many different software and programs that you have to use in order to really have a successful year. There's Student Information Systems, there's Learning Management Systems, on top of all of the different platforms. And then you throw devices in there, and how those all change up. And it can be very confusing. That's the whole reason we do what we do. We realized that it can be very complicated, and not every school necessarily has a director that’s going to have all of the knowledge.
We love to go in and contract with the schools that are smaller. Who needs the hands-on help? And I just organically became that integration specialist because these schools just needed their hand held to walk through the different platforms and programs. And I like to get in there and poke around and figure out how they work.
So it just happened by accident, really. And then it went into something that I absolutely love. I love to figure things out when there's not a whole lot of information on how it works - it’s cool!
SP: So it was a happy accident.
LP: A happy accident!
SP: Here at Edlink, we really pride simplicity. The less clicks that teachers and admins have to do, the better, in our book. So we definitely share that philosophy. Once you realized that integrations can be helpful, what made you want to work with Edlink?
"We want the best customer service model for our clients....We want to be very hands on with them. And I received that same experience from Edlink from the very beginning."
LP: It boiled down to this - we had interviewed companies out there, but your guys' business model, when it boiled down to it, very much aligned with what we do and what we're trying to offer here at EdTech.
We want the best customer service model for our clients. We don't want to just give them something and tell them to figure it out on their own. We want to be very hands-on with them. And I received that same experience from Edlink from the very beginning, from the first call to the first conversation that we had.
You guys are very hands on with the whole process. It wasn’t, “Here's our website, try to figure out what you want and then reach out to us.” It was “How can we help you? What is it like? What do you do?” You were very interested in even how we worked at EdTech, and that's a big part of what we offer to the schools. So to find another company who is, if I can say it, as customer obsessed as we are, it was really fun. It was really nice.
And that's what cemented that relationship for us. You all are as concerned [as we are] with that end goal - that the customer just has the smoothest transition as they can. And so that helped us make that decision.
"To find another company who is, if I can say it, as customer obsessed as we are, it was really fun. It was really nice."
SP: You hit the nail on the head. We are completely customer obsessed here. We know how complicated things can get, and we want to be that hands-on person. I definitely think there are a lot of parallels between how we look at customer service, which is really cool.
LP: But it's not just the way that you guys came on or how we found each other. It's everything since then. It's since we've become partners. Anytime I've ever made a call to say, "Hey, can you jump on? Can you explain this to me?" You've done that. So that speaks volumes. Not only did you make that promise, but then you've continued that promise since we've been in a relationship. And that's huge.
SP: How has our hands-on customer service helped you as you moved forward with integrations?
LP: It's made us look really awesome to our clients, because now I have all of this knowledge at my fingertips. I know what I'm talking about. You helped me hold that nerd status here at the company that I love so much, because you've given me those tools. Even the help section on your website. On top of that, you've given me the tools so I can turn around and I can train, and I can support my clients and my other employees with your whole program.
"It's made us look really awesome to our clients, because now I have all of this knowledge at my fingertips."
SP: Did anything surprise you along the way with your journey with Edlink?
LP: How quickly you guys were just willing to hop on the phone, hop on a Zoom call. I think I had a little bit of a freak out, during a customer call. And Sara, you personally said, "I got it. Invite me in," and you hopped in. I don't even know what you were doing, but essentially, it felt like you dropped everything for me and my client, and that was huge.
SP: I saw the Batman signal.
LP: Exactly. I love it. It was a big surprise again. It's not something you expect when you're partnering with another company, that they're going to drop everything to immediately hop onto a phone call with your client. But it meant a lot to the client and meant a lot to me.
SP: Of course. Always happy to do it!