Well Designed and Explained Courses

The most important part of our courses are the learning journeys and case studies that you work through to learn new skills in accounting and bookkeeping, office administration, digital marketing and sales and customer service.

These tasks are clearly explained in

• the learning site
• the training workbooks, and supplemented by the Instructor tutorials.

If you have a question or a problem in any part of any course you can reference the name of the video or the page reference or link and we will take care of the rest.

 

Streamline Support

Streamline support is one to one and provides a written record of queries and answers. This level of support is efficient for students and systemised for our support team and ensures that every student query is answered and documented.

Email Support

Although you might think email support is a very basic concept we use a corporate grade support ticketing system to ensure that any of our support team members can help you (from any location across the world!). This support system is called ZenDesk and it also enables us to allocate it to a product specialist or customer service agent best suited to answer the question.

Just send us an email and a screen shot if needed and we’ll ensure that you have the answer and information that you need.

This is included in Streamlined support

SMS Support

SMS support means you can get quick answer from your phone via a quick SMS. Most students find this method to be quick and useful.

This is included in Streamlined support

 

Less support from a well designed course

Hear what some students have to say about our courses and when they needed support.

 

How a well designed course reduces support

A professionally designed course contains practical case studies where you perform the data entry tasks that replicate the work done for an employer.

Explanations and examples are provided via instructor video tutorials and documented in training workbooks which you follow.

When this information is thorough the explanation and tasks are easy and logical to follow. If you need to reach out for support our team will ask you which video or page in the training workbook you are referring to and in most cases the support agent will highlight a step that may not have been followed accurately or data that was entered incorrectly.

As part of our course updates we review every part of the courses which require phone support and update it with more information to ensure that future students don’t need to reach out for phone support.

 

Premium Support

Phone Support

Phone support requires one on one support by a dedicated support specialist who understands advanced concepts in the courses and an understanding of the needs of each student. Phone support is available as a premium support option for students who want it or need it.

Navigation and Usage

Phone support is available upon request. Most simple questions can be answered quickly in a call but deeper questions, exercises or issues may need a scheduled call with a product specialist.

Practical Premium Support

Other reasons that students require support is for questions that relate to the software or where students want to speak with a consultant on the phone about the practical exercises in the course.

Website Chat

Website chat enables you to reach out for help while you are at our website or at the learning site. Similar to SMS support it enables you to have questions answered quickly relating to site navigation and usage.

If you reach out when support is not available your queries goes to our central support ticketing system and someone will then get back to you – you don’t need to reach out again and again and again.