5 Ways Edtech Companies Show Customers They Care#Technology
by Casey ThompsonRead time:
It's impossible to exist in the same education realm as great teachers and not be inspired to go the extra mile and show a little more care. Here's how edtech vendors show their customers a little extra love—before, during, and long after the sale is complete.
1) Get to know youBefore anyone talks business, the discovery process (the salesy lingo for getting to know you) should unearth tons of info about your district—and why wouldn’t it?
The age of information means that we freely share details about our lives via social media, websites, publications, and more. Doing due diligence before picking up the phone to talk or send an email sends an additional, subtler message: I care about your work.
Even after contracts are inked, the friendliest vendor teams continue those relationships, reconnecting at trade shows, user groups, and site visits.
2) Respect your timeEven though their edtech is simply the best, and they’re so excited to speak to you, knowing the right time and place and atmosphere for a chat or update call matters. Likewise, setting and keeping plans for meetings shows a respect for the busy schedules of school administrators and product champions. If meetings are consistently missed or started late (even due to technical difficulties), it’s a red flag that your district ain’t nothing but a number.
On the other hand, when an urgent issue arises, how are support needs handled? If automated voices shuffle your calls around (or worse, mysteriously drop the line and start the process over), know you deserve better.
Speaking of support, sometimes the quickest solutions are DIY. Does your vendor offer a help center, training, or other professional development tailored to making their solutions easier to use so you don't always have to reach out with every single question.
3) Listen with empathyQuick quiz: Would you rather talk to a company rep who listened to understand, or listened to argue? Listening with empathy means the edtech pros put themselves in your shoes, the users who are in the software performing tasks daily. Tip-top user experience pros will agree: real, raw user feedback is invaluable.
The best way to achieve honest UX feedback is to listen without interrupting, correcting, or interfering at all. Empathy at its core means honoring the experience of someone else. An edtech vendor worth investing in long-term will make you feel heard, take diligent notes, and sincerely focus on helping solve the problem. Plus, they'll be glad to source ideas from you for upcoming features and redesigns.
4) Ask for user success storiesEdtech vendors find purpose in helping users improve their day-to-day processes—telling those stories should be top of mind. What better way to prove efficacy than to showcase power users?
But these success stories walk a fine line between bragging up edtech and showing the results from users. The best stories err on the side of crediting people, and not necessarily the software.
5) Find out what they can do to improveThe best time to improve is when you’re already doing well. All the communication, feedback, and requests for improvement from customers give vendors who listen a clear roadmap of where to grow.
Of course, edtech vendors have the choice to move in any direction. But once a partnership between user and vendor is struck, honoring the needs and priorities of users provides a shared route to success.
Follow-up resource: Clues your vendor is people-focusedHere are 5 more clues your edtech vendor is in it for the long haul.
|Casey Thompson Web & Digital Media Manager|