February 3 2013

Why Lambda Solutions? Our Moodle Customer Support is Fast and Reliable

Written by Lambda Solutions

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Moodle tech support

Normally, we’re a bit too modest to toot our own horn at Lambda Solutions, but we’ve been getting more comments about our customer support and response time like this, lately:

“We always receive prompt replies and solutions to our issues. Thank you!” -- Mount Sinai Hospital

The fact is that our customer support response time is better than average among our competitors and even better when benchmarked against the tech industry.

Maybe that’s why so many of our customers rank us ahead of some other Moodle support service providers they’ve dealt with. Our Moodle support response time and effectiveness has always been something that we pride ourselves on -- but since we switched to Zendesk customer support software, we’ve boosted that support level even more – and our clients love it.

“I've had no problem getting the help I need. Thank you!” -- Puget Sound Kidney Center

Why our Moodle support customers are even happier than usual: Zendesk

When clients sign up with Lambda Solutions, they get instant access to our Zendesk community support portal, where there’s a very good chance that you’ll find the answer you are seeking for your particular problem, which someone else has already solved. If you don’t find the answer there, Zendesk makes it easy for you to submit your ticket so it gets noticed – and you get the customer support you need.

Our customer support software puts our Moodle LMS support clients in control of the process from when they start to submit their support query. They set the support request priority level by difficulty and by urgency, which helps us to prioritize and provide timely support where needed. The rules for urgency work like this:

Priority levels

· Urgent. This is something affecting the whole Moodle site (eg. If the LMS isn’t even allowing anyone to login, that’s a big problem – and we’re going to throw our big guns at it right away.)

· Medium. This is affecting one small area of the Moodle site only for a couple of users.

· Low. This might be a cosmetic issue affecting part of the design, or it’s an issue affecting only a very small number of users on the site.

Obviously, we’re going to deal with every support issue that comes up. But with our new system, we understand better where to throw the bulk of our needs and all clients ultimately come out ahead with better support.

We've been impressed with the quality of service lately - tech support has really come through for us on a few occasions. Looking forward to working together for another year! -- Clinical Difference

Almost half the time, we’re able to respond to customers’ support requests in under two hours. We pride ourselves on not stranding you and will give you the best reply possible, providing effective alternatives if a best-case solution just isn't available for your particular instance (Sometimes, technology can be… finicky. We help you work around that).

When you need help with your Moodle implementation, integration, migration customization or optimization, we’re here for you with personalized service. But don’t take our word for it:

“Ben was amazing... thanks for the follow-up training session.” -- Canada Health Infoway

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