Team Players
This team is the first line of defense during LIVE classroom support.
What is L1 team?
The live chat system our support team uses.
What is Freshchat?
This is a sales tactic used to reflect back what the customer is saying to show that you're listening.
What is mirroring?
During the "Onboarding" phase, this is one of the teams highly involved in making sure that the start of a program goes smoothly.
What is implementation, ROMs, or support.
This is how quickly a support agent responds to the first chat a customer sends.
What is first response time?
This team is made up of Technical Support Engineers who monitor our servers, monitor live sessions, and are the second line of defense during LIVE classroom support.
What is the L2 team?
The ticketing system our support team uses.
What is Freshdesk?
These are the 3 words that make up the TED Method.
What is tell, explain, and describe.
This is the longest phase of the customer journey.
What is delivery, AKA program delivery across the entire semester.
This is how it takes for a support agent to close out an issue.
They are the "nucleus" of the Field Ops team, offering client support and building client relationships from the time of implementation through renewals.
What are the ROMs?
This is the address of our new support email.
What is GetElevatedSupport@elevatek12.com?
This phenomenon is when a customer becomes MORE loyal to a company after an issue arises and the company corrects it.
What is SRP or Service Recovery Paradox.
Historically, regardless of the point of customer journey, we have heard the most from this type of customer.
What is teachers.
This is the survey sent at the end of a customer interaction, either via live chat or email.
What is CSAT?
They are the paraprofessional in the classroom supporting students.
What is a CC (Classroom Coach)?
This is where districts, schools and teacher will be able to go to update their profiles, submit files, and communicate directly with our team.
What is the self-service portal?
This is the second phase of the funnel effect, to gather more specific info about the specific issue.
What is probing questions?
These are the 3 types of EXTERNAL customers at Elevate.
What is schools, districts, and classroom coaches.
This is the loving term for a dissatisfactory score given by a customer.
What is a DSAT?
They offer coaching, training and support to our teachers.
What is an AC (Academic Coach)?
This is what Elevate calls their application that is used to run live classes.
What is the portal?
These are the 4 foundations of good customer service.
What is personalized, competent, convienent, proactive.
This is a typical issue that teachers and classroom coaches may face during the delivery phase.
This is how long it takes for a support agent to answer each client message sent AFTER the first initial message.
What is (overall) response time?