Best Customer Experience in EdTech

Recognizes the tool, platform, or service that has gone above and beyond to help educators adopt their solution effectively with superior customer service and support, during the time of COVID-19. Methods of customer service and support include help-desk services, live chat, social media tools, and any training/learning that is included in the purchase of the solution. Note that it is helpful to provide solution access to the judges during the review period for this category as well as detailed explanations of support.

Curriculum Associates’ Customer Service during COVID-19, Curriculum Associates, Inc. - Curriculum Associates, Inc.

During COVID and beyond, Curriculum Associates ensures the success of its customers through unparalleled support offerings.

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  • Brightspace, D2L - D2L

    D2L is helping transform the way the world learns. With over 20 years of experience, this mission has never wavered. Working with customers all over the world, D2L is supporting millions of people learning online and in person. D2L is a learning company first—building technology that paves the way, instead of getting in the way. Our more than 900 global employees are dedicated to making the best learning products to leave the world better than they found it. D2L's Brightspace platform is a cloud-based learning management system built for people who care deeply about helping all learners reach their potential. It is designed in close collaboration with our K-12, Higher Education, and Corporate customers—building innovative and pedagogically rich feature sets to improve engagement, retention, and learning outcomes in learners of all ages and abilities, helping them achieve more than they dreamed possible. Brightspace delivers worry-free technology with 99.99% reliability and world-class security and data privacy. It's an open platform offering standards-based integrations that provide the ultimate in learning flexibility. It's fully accessible, customizable, and looks beautiful on any mobile device—making it easier to reach every learner. Brightspace makes it easy to support exceptional learning experiences in person and online by providing educators and learners with tools they'll love. With Brightspace, you can set up individualized learning paths for learners, keep them on track with automated nudges, and engage them with video, game-based learning, awards, badges, and other powerful features. Brightspace also makes it easier to complete assessments and provide meaningful feedback. Learning data and analytics reports are readily available, providing up-to-date information and insights that help answer questions and inform decisions to take action and improve learning outcomes. D2L is a dedicated partner in the learning journey—genuinely committed to supporting our customers to help them leverage Brightspace to achieve, outperform, and succeed. In a rapidly changing educational landscape, partnering with D2L and taking advantage of our supportive community and broad ecosystem of partners can help our customers navigate change and differentiate their offerings. D2L's team of learning experience experts can address both strategic and tactical needs, including implementation, support, instructional design, courseware development, learning strategy, technical account management and data consulting—and this can all be done virtually today and into the future.

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    Synergy Education Platform - Edupoint Educational Systems

    As documented in customer testimonials and client satisfaction survey results, Edupoint has provided a superior customer experience to our partner districts throughout the pandemic. The company has achieved this by proactively anticipating customer needs, shifting nimbly to a new set of "pandemic priorities," and making a significant investment in product development to rapidly deliver solutions such as contact tracing and one-click video conferencing to meet districts' most urgent needs, as well as through traditional customer service and support channels like Edupoint Help Desk and our District Account Management program.

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    McGraw Hill Customer Experience - McGraw Hill

    McGraw Hill's dedication to customer experience, support at every step, and implementation excellence help us to provide the best customer experience in higher education technology. Our Net Promoter Score (NPS) growth and increased digital usage support this claim. From the end of the Spring 2019 term to the end of the Spring 2020 term, our NPS grew 17 points to 47.6. Usage of our Connect platform increased 30% during that period. 

    As a response to COVID and the urgent changes it caused in higher education, we offered free access to our Connect and Aleks online learning platforms for the remainder of the spring 2020 term.

    We hosted dozens of support webinars, created web pages with free resources for online teaching and learning, and provided individual customer support. We built more than 1000 new courses. 4000 Connect training sessions were conducted. 1800 support follow-up calls were made. 750 connections between McGraw Hill faculty consultants and new online teachers were made. 

    As a result of this effort, 110,000 students in the U.S. were able to complete their disrupted terms using online course materials that were provided free of charge by McGraw Hill. 

    During this entire time, our customer service and tech support teams stayed fully operational, offering 1-on-1 phone and virtual support. Our Connect and Aleks platforms retained optimal performance despite the dramatic increase in the number of users. We experienced no downtime.

    Key decisions were made as a result of the pandemic to enhance our product and support by pivoting on strategy or adding partnerships, including a new AI-powered writing assignment, Video Capture powered by GoReact, JED foundation partnership to provide resources for mental health, and a powerful partnership with the Online Learning Consortium. 

    We have an established implementation process that we've executed and improved each year. We have a team of employees dedicated to customer implementation of digital tools. Implementation consultants and managers provide 1-on-1 support to customers, with advice and solutions grounded in effective, evidence-based practices that are proven to improve student results in their courses. In the last 12 months, we've doubled our implementation engagements with faculty, tracking more than 45,000, which help us to ensure we are providing the support that our customers need. 

    We have also continued to focus on and improve our self-serve support resources, using data to refine and improve the discovery and consumption of these, with improved in-app support added in 2020, as well as ongoing improvements to supportateverystep.com, and added chat functionality with tech support to allow customers to choose the way they want to receive support. 

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    ST Math, MIND Research Institute - MIND Research Institute

    Due to Covid, our Education Success team pivoted to provide greater remote training and support. They kept call wait times to only 33 seconds despite tripled call volume and developed a help site and academy for self-serve. This fall, we had an NPS over 35 and a 91% satisfaction rate on cases.

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  • MobyMax - Best Customer Experience in EdTech, MobyMax - MobyMax

    MobyMax

    Best Customer Support in EdTech

    As quickly as schools began shutting down in March, MobyMax ramped up. On March 6, 2020, MobyMax became the first edtech provider to make its award-winning educational software available free to all schools closed by COVID-19. Moby’s comprehensive software spans Math, ELA, Science, and Social Studies for grades K-8 and meets the needs of struggling students as well as those working on grade level and beyond. Demand for Moby’s tools was so great that by November 2020, more than 5,500 schools have taken advantage of Moby’s free offer.

    But Moby didn’t only free up its products. We immediately increased our live training options—a hallmark of the Moby support system—by offering daily webinars gratis so every teacher using Moby could succeed as well online as in the classroom. Moby issued an “Emergency e-Learning Rescue” game plan for teachers facing unexpected shutdowns. We developed a model eLearning Contingency Plan to help teachers and administrators create their own. We actively used our blog, Facebook, and Twitter feeds to share online teaching success stories so that educators could learn how to cope and succeed from each other.

    Our quick response empowered thousands of teachers to move forward, in many cases, with no interruption in learning or achievement. "I am a little weepy today as we are down to the last 3 days of instruction this school year… knowing that I was able to reach a 95% daily engagement with my 4th graders these last 3 months because of your messaging app lifts my spirits,” reported one teacher.

    MobyMax is America’s most highly-acclaimed edtech company for two reasons. First, it offers the only complete K-8 curriculum for 27 subjects via integrated, automated classroom tools that save teachers precious hours with comprehensive assessments, grading and markup systems, accurate diagnostics, IEP reporting, and real-time progress monitoring. Second, Moby’s customer support system is unparalleled for the quality, responsiveness, and help it provides.

    Moby’s U.S.-based support team includes both tech experts and former educators who inherently understand customers’ needs. Live phone and chat support are available between 7:00 am and 6:00 pm EST Monday-Friday. Teachers can also email support@mobymax.com 24/7 and get a speedy reply.

    Critically, the answers teachers receive are completely personalized and well-informed. Each support team member receives 240 hours of professional training in all aspects of the Moby universe. In respond to the pandemic, Moby increased their free live training options—a hallmark of the Moby support system—as soon as the 2020 lockdown occurred, offering daily webinars so every teacher using Moby could succeed as well online as in the classroom. Moby prides itself on superior customer support with lightning speed response that delights and surprises educators. The stats speak for themselves.

    -Average call wait time: 35 seconds

    -Average ticket response time:  3 hours and 7 min

    -Average live chat response time:  35 seconds

     

    Supplemental Links

     

    MobyMax To Provide All K-8 Schools And School Districts Closed By COVID-19 With Free Internet Learning Software

    https://press.mobymax.com/mobymax-to-provide-all-k-8-schools-and-school-districts-closed-by-covid-19-with-free-internet-learning-software

     

    4,000 Schools Closed by COVID-19 Sign Up For Free MobyMax Differentiated Learning Software

    https://press.mobymax.com/4000-schools-closed-by-covid-19-sign-up-for-free-mobymax-differentiated-learning-software

     

    Over 10,000 Rave Reviews:

    https://www.mobymax.com/rave-reviews

     

    Free daily live training webinars:

    https://ed.mobymax.com/mobymax-webinar-2/

     

    Free recorded webinar demonstrations

    https://ed.mobymax.com/mobymax-webinar-recordings/

     

    Video library of Moby “How to” Videos:

    https://www.youtube.com/MobyLearning

     

    5 Best Ways to Get the Max Out of MobyMax

    https://blog.mobymax.com/5-best-ways-to-get-the-max-out-of-mobymax

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  • Unique Learning System - n2y

     

    Here at n2y, one of our core values is to be Customer Focused. We try to go the extra mile to ensure success with all of our users. After all, the more success our customers have with our solutions, the more success our unique learners will have in the classroom, and that’s the most important outcome of all. Our current Customer Satisfaction Score, also known as a CSAT score, is at 93%. If or when customers identify a confirmable issue with our solutions, they are able to provide feedback via support@n2y.com or by using the Help icon (live chat). The average issue resolution time is from immediate to 3.4 hours depending on the individual circumstances at hand. Once a resolution is obtained, customers are notified via email. Within n2y’sr Knowledge Base, users can search articles by keyword, or they have the option to search by solution type. We even include a great section on Getting Started. Customer Support is simply a click away with our chat feature. Type in a question, and select get in touch to connect with a live representative from our fabulous Customer Care team. Users will see helpful tips along the way including our orange question marks which are called help on the spot. These “help on the spots” give a detailed explanation of the current page while providing helpful information moving forward. We also provide built-in checklists that include introductions, tours, recommended best practices, and how-to videos to help guide new and current users through each solution. Through our Professional Learning tab, users will have access to a complimentary training course known as our Foundations Pathway. This course covers each of our solutions and is available to use 24/7. n2y sends notifications to indicate new features or enhancements, upcoming webinars, and the release of monthly assessments so that users are always in control and confident with their n2y solutions. When it comes to average wait time, we strive to quickly assist our customers on all platforms. Our average wait times are as follows: 55 seconds for a call, 30 seconds for an answer via chat, and anywhere from 2 to 8 hours for an answer via email. In our Knowledge Base, we provide a System Requirements and Troubleshooting article that includes common questions, system requirements (including multiple browsers like Chrome, Firefox, Microsoft Edge, and Safari), as well as additional troubleshooting tips and tricks. In that article, if the issue cannot be resolved, we make the recommendation to send along a screenshot for further assistance in troubleshooting.We truly are with the customer every step of the journey.

    Here at n2y, one of our core values is to be Customer Focused. We try to go the extra mile to ensure success with all of our users. After all, the more success our customers have with our solutions, the more success our unique learners will have in the classroom, and that’s the most important outcome of all. Our current Customer Satisfaction Score, also known as a CSAT score, is at 93%. If or when customers identify a confirmable issue with our solutions, they are able to provide feedback via support@n2y.com or by using the Help icon (live chat). The average issue resolution time is from immediate to 3.4 hours depending on the individual circumstances at hand. Once a resolution is obtained, customers are notified via email. Within n2y’sr Knowledge Base, users can search articles by keyword, or they have the option to search by solution type. We even include a great section on Getting Started. Customer Support is simply a click away with our chat feature. Type in a question, and select get in touch to connect with a live representative from our fabulous Customer Care team. Users will see helpful tips along the way including our orange question marks which are called help on the spot. These “help on the spots” give a detailed explanation of the current page while providing helpful information moving forward. We also provide built-in checklists that include introductions, tours, recommended best practices, and how-to videos to help guide new and current users through each solution. Through our Professional Learning tab, users will have access to a complimentary training course known as our Foundations Pathway. This course covers each of our solutions and is available to use 24/7. n2y sends notifications to indicate new features or enhancements, upcoming webinars, and the release of monthly assessments so that users are always in control and confident with their n2y solutions. When it comes to average wait time, we strive to quickly assist our customers on all platforms. Our average wait times are as follows: 55 seconds for a call, 30 seconds for an answer via chat, and anywhere from 2 to 8 hours for an answer via email. In our Knowledge Base, we provide a System Requirements and Troubleshooting article that includes common questions, system requirements (including multiple browsers like Chrome, Firefox, Microsoft Edge, and Safari), as well as additional troubleshooting tips and tricks. In that article, if the issue cannot be resolved, we make the recommendation to send along a screenshot for further assistance in troubleshooting.We truly are with the customer every step of the journey.


     

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    ParentSquare, ParentSquare - ParentSquare

    In January and February of 2020, we paid close attention to the pandemic news and ramped up our capacity behind-the-scenes. Our tech team made sure our infrastructure worked reliably as we more than doubled our capacity to handle the increased web traffic and database load. 

     

    Once the pandemic resulted in school closures, we rolled out improvements and enhancements to support our clients as they ramped up remote learning scenarios. 

    Our Marketing team stopped lead generation outreach and focused instead on producing resources for customers, sharing emerging best practices and real examples of how schools were engaging students and families to support remote learning during the pandemic—including 36 consecutive days of remote K12 communications tips featured on our company blog.

     

    Our Customer Success team worked around-the-clock to assist our customers and implement ParentSquare rapidly, or, in some cases, overnight for those that may not have had an effective communication method in place. All of our preparation paid off, and we experienced zero service interruptions as our schools transitioned to the new world of remote learning and leaned heavily on the ParentSquare platform for communication. 

    As the transition happened, we shifted our development focus to serve the newfound needs of our customers. We ramped up many features such as increasing video capacity to support teachers, notification personalization to support parents, and built a COVID-19 Health Screening form solution over the summer to support our customers as they navigated an unconventional return to school. To this day, the enhancements continue to play an integral role in many school’s ability to serve every family whether they opt for remote, hybrid or in-person learning. 

     

    From March to July, our Customer Success team onboarded 450 districts with love and care. We also resolved over 48,000 customer questions with an average response of 83 minutes! The COVID-19 pandemic meant that many schools shifted from being institutions of learning to providing critical support services, and ParentSquare provided technology and support to help schools carry out this important work. We were honored to play a small role in serving schools and districts during their time of greatest need. 

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    PowerSchool, PowerSchool - PowerSchool

    Following the dramatic overnight shift to distance learning this past Spring due to the outbreak of COVID-19, PowerSchool immediately pivoted to help customers districts and educators keep the learning going, whether in the classroom, at home, or both.

    We quickly launched a new prepare webpage with resources to help districts continue operations remotely and developed a free Distance Learning Readiness Kit, as well as more than 600 “how to” videos for customer support. Our remote PowerSchool University hosted over 12,000 virtual attendees. We also rolled out new SIS customizations to allow for more flexible scheduling and attendance tracking in distance learning and hybrid learning models.

    In 2020, we welcomed 72,455 new customers into our Support ran community and hosted over 160 customer events such as Office Hours, Ask the Experts and Webinars, designed with a chance for customers to connect with PowerSchool peers in group settings to get the answers they need.

    Over 60% of PowerSchool’s solution implementations resulted in customers willing to be a PowerSchool reference. We also achieved customer satisfaction (CSAT) scores of 97% and our customer sentiment score rose +38 points during COVID-19. Our ability to scale to meet unprecedented Services demand due to COVID-19 allowed us to deliver greater than four times the volume of solutions while concurrently increasing our customer satisfaction results.

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  • Tutor.com Learning Suite, Tutor.com - Tutor.com

    At Tutor.com, we dedicate a significant number of our personnel resources to providing excellent service for our customers, students, and the tutors who work for us. 

    Every Tutor.com institutional partner is provided with dedicated support from our professional Client Services team from Day 1 and on an ongoing basis throughout the life of the partnership with us. The dedicated client services manager serves as the client’s Tutor.com tour guide and provides consultative support in getting the best use of our online tutoring services and maximizing the impact our service can have on the lives of students in the partner’s community—for institutions including schools, colleges, libraries, companies, and government organizations. 

    The Client Services team takes a unique proactive approach to ensure every partner’s experience is tailored to their institution’s goals and unique needs. We do not wait for a client to contact us in need of support, but instead actively work to maintain consistent and ongoing communication and consultation with our partners throughout the year. We also offer ongoing, high-quality responsive support for all of our partners and students whenever they need assistance, with a first response delivered within 24 business hours. 

    At the outset of each new partnership, our Client Services team works closely with each institution’s team to integrate Tutor.com services into the systems and webpages students are used to accessing in order to ensure learners have a seamless support experience. In addition to dedicated support from the client services manager assigned to a partner’s program, we also provide robust digital and print tools through our self-service Client Resource Centers to help institutions share information and how-it-works resources about Tutor.com with students, parents, faculty, teachers, counselors, and staff. As part of the Tutor.com client experience, we additionally provide free webinars to our client community for training purposes and to help support learners in their communities. 

    In partnership with the Client Services team, our Learning Services team, who manages our tutors and academic operations, regularly adds new subjects each year to expand our partners’ ability to reach students from PK-20 as well as adult learners. For instance, in light of the shift to virtual learning during COVID, we expanded our offerings to include success coaching for students, and parent coaching to support the caregivers helping them. We have also expanded the availability of En Espanol offerings to enable Spanish-speaking students to get key support 24/7. Additionally, we offered free webinars for learners on student success topics such as study skills and time management, and hosted open webinars for librarians, teachers and instructors, parents, and partners to help them during these challenging times. The webinars are accessible on our YouTube channel at www.tutor.com/youtubewebinars so that clients and students alike can view them at any time.

    A significant focus of the client experience is providing our partners with the data they need to support the success of their programs and learners in meaningful ways. Our Client Services and Product teams have created self-service and automated delivery systems for customers to access on-demand data about the performance of their Tutor.com program, along with insights about student performance that are available for program administrators, support staff, and instructors through a self-service client portal.

    Many of our partners have been with us for a decade or more, and the longevity of our relationships attests to the high quality of services and support we provide. Here is a sampling of testimonials our partners have shared with our team in recognition of the service they received:

    Thanks very much! You provide a level of service (unfortunately) rare in higher education support industries.” — Higher ed client administrator, 2020

    “We have been so impressed with Tutor.com and look forward to continuing the service this next academic year. On a personal level, I wanted to thank you for your support and knowledge as we implemented the program this past term.”  College client administrator, 2020 

    “Thanks so much for helping us work out our issues with Meeting Spaces this week.  It says a lot when a company works so hard to find a solution for something they are giving away. My hopes are we will see that it is a beneficial tool and possibly use it in the future after our free access is over.  In addition, the Tutor.com platform will be instrumental in connecting our tutors with students.  Without it, I’m not sure how we could meet the needs of our students.”  College client administrator, 2020

    “It’s so refreshing to get good statistics from one of our vendors.”  Library client administrator, 2021

    “Thank you for your patience and continued support as we discussed renewing our partnership with Tutor.com. We are happy to update that we would like to renew this license with your services […]. As we have stated, we have been very pleased and impressed with your prompt communication and willingness to explore ways we can enhance our tutoring services. We are very excited to continue working with you.”  College client administrator, 2020

    “I am so grateful that we have this service to offer our students during this time, and that we have found a service that really works. We had tried […] and […] and those programs just did not work logistically for our program and students. Working with you and your organization has been a real pleasure and I want to thank you from your heart.”  K–12 client administrator, 2020

    ***
    Additional Information: Judging Criteria

     

    For 21 years and 20 million tutoring sessions, Tutor.com has been partnering with K–12 schools, higher education institutions, libraries, organizations, associations, and the U.S. military to provide learners with highly effective, 1-to-1 academic and professional support. Our strong, lasting partnerships—and the services we provide for our clients, especially since the beginning of the COVID-19 pandemic—have sustained our longevity.
    Since the onset of the pandemic, we have met unprecedented demand for our services. In 2020, Tutor.com saw the highest single-year delivery of services in the company’s 21- year history. We delivered nearly two million 1-to-1 tutoring sessions in 2020, averaging about 7,500 sessions daily during our busiest week.
    While meeting exceptional demand, our team continued to provide support of the highest quality—to partners and learners alike. We added hundreds of new partners to our Tutor.com family; onboarded more than 1,000 rigorously vetted, highly qualified tutors; offered numerous free Student Success webinars; and added 26 new subjects, including Study Skills and Parent Coaching offerings designed to address the needs of families adapting to remote learning. We continued to provide real-time alerts, on-demand data, and a growing library of resources for our partners, as well as near-immediate access to help for learners: Over the course of the year, the average time learners waited to connect with an expert tutor was one minute.
    Our organizational structure reflects our priorities: Our Client Services (supporting partners) and Learning Services (supporting our partners’ learners) teams notably outnumber our Sales team. In our structure and our actions, we are dedicated to providing the highest-quality customer experience always.
    Tutor.com provides exceptional support for each of the following criteria:
    • Tutor.com deploys a well-crafted customer service program with demonstrated outstanding customer support.
    o Our customer service is laser-focused on client needs, and that begins on Day 1. At the partnership launch, our team integrates Tutor.com services with each partner’s learning management system (LMS), ensuring that learners themselves have a seamless support experience. Partners can
    fully customize their subject offerings; for all of our 250+ standard subjects, clients can opt to make as many as they wish available to learners, with no effect on pricing for the service. (Partners may also choose between a variety of pricing models, from unlimited to license- based to pay-per-session; every one of these includes the option to enable all standard subject offerings and the full Tutor.com Learning Suite.) Clients may similarly opt to offer text-chat and voice-chat alone, or they can opt to use our platform supporting video-chat. In short, every client’s program and UI are unique to that client; we design a bespoke program tailored to the unique needs of each institution and learning community.
    o Our Client Services team provides ongoing, high-quality support for all partners. Every institutional partner is provided with dedicated support from a designated Client Services Manager (CSM). The CSM serves as the client’s tour guide and provides ongoing consultative support in getting the best use of our online tutoring services as well as maximizing the impact our service has on the lives of their learning community members. Our Client Services approach is proactive: We actively work to maintain communication with every partner throughout the year, both via our monthly reports and via consistent personal outreach from CSMs to partner institutions. We also offer reliable, ongoing, high-quality responsive support for all of our partners and students whenever they need assistance.
    o Our regular supports further include periodic webinars for institutional staff as well as learners, along with monthly newsletters for each institutional market, resources on our Client Resource Centers, and new subject offerings (including Spanish-language tutoring in a range of subjects).
    • According to surveys and feedback, educators are exceptionally satisfied with the customer service they receive from the company.
    o The longevity of our partnerships attests to our clients’ satisfaction with Tutor.com. We regularly receive positive feedback from educators about the benefits of Tutor.com for them and for their students. Because we are in regular contact with all of our clients, we are able to identify and address areas of need quickly and effectively. We have many reference letters from clients, and these are one of the barometers we use for customer satisfaction. Appended to this document please find testimonials from four of our clients.
    § Here is one additional testimonial from a client:
    “I love the open communication and responsiveness of the client managers. In the past, whenever I've had any issues at all, I reach out, and receive a response usually within an hour or two. There is always follow-up that happens almost immediately on any issues that I have asked to be addressed. It is very professional and gives
    me much confidence in the level and quality of service that our students are getting as well.” —Deanna Dixon, Director of Tutoring Services, Rowan-Cabbarus Community College, from a survey conducted in 2019.
    o We also have high rates of learner satisfaction that correlate with client satisfaction. In 2020 post–tutoring session surveys, 96 percent of learners reported Tutor.com had helped them complete their assignments; 97 percent indicated they would recommend Tutor.com to a friend; and 99 percent said they were glad their institution or organization offered them access to Tutor.com.
    o In addition, we periodically conduct case studies and efficacy studies that demonstrate the value that Tutor.com delivers to learning communities. Here are a few examples:
    § Efficacy analyses for higher education: https://www.tutor.com/clientcarehed/efficacy
    § Antelope Valley Union High School District case study (please note that when you click the link below, the case study will download): http://bit.ly/AV-Case-Study
    o Finally, we believe that to deliver the highest-quality services, all involved in the process should have the opportunity to provide feedback and have their voices heard. To that end, we gauge the satisfaction of our Tutor.com tutors several times per year via a comprehensive survey. The typical overall satisfaction rate is between 93–94 percent, with more than 95 percent of tutors affirming that they would recommend our service to a parent, teacher, or other stakeholder.
    • When an educator reports a confirmable issue with the solution, the issue is rectified expediently.
    o Our support team works to respond to all users within 24 business hours with a first response. In many cases, the first response is sufficient to help the student or educator. For educators who contact the Client Services team directly via email, phone, or through their dedicated CSM, they will receive assistance typically within a few hours (we cite 24–48 business hours as a goal, but in most cases, responses are significantly faster).
    • Tutor.com provides high-quality self-serve help materials for educators and administrators.
    o Each institutional market we serve has a dedicated Client Resource Center, which offers everything from social media graphics (to help spread the word about Tutor.com to their learning community) to trainings, flyers, demonstration materials, press kit resources, videos, and webinar recordings. Our Client Resource Centers may be accessed at the links below:
    § Libraries: https://www.tutor.com/clientcarelib
       
    § Higher Education: https://www.tutor.com/clientcarehed § K–12: https://www.tutor.com/clientcarek12
    § U.S. Military: https://www.tutor.com/clientcaremil
    § Employee Benefits: https://www.tutor.com/clientcareben
    o In addition to these resources, our free webinar series are available anytime via our YouTube channel, in our dedicated playlists:
    § Webinars for students and parents: http://bit.ly/Webinars-Students-Parents
    § Webinars for jobseekers: http://bit.ly/Webinars-Jobseekers
    • The overall quality of support that our Client Services team provides is extraordinarily high. Educators have excellent experiences when contacting our customer service team members.
    o Supporting our partners—both through our tutoring, test prep, and other resources, as well as through our customer service—is the very core of what we do. Our dedicated CSMs ensure that every concern or potential concern is addressed promptly and fully. We also set up numerous ways to enable clients to access key data and resources on-demand, from the Client Resource Centers to our Client Portal, which provides real-time data and automated reports about program performance as well as insights about student performance; these are available on a self-serve basis for program administrators, support staff, and instructors. Our high client and learner satisfaction rates, as well as our high client retention rate, attest to the exceptional customer support that we provide.
    • Response times for support inquiries are always rapid.
    o Just as we provide rapid support for learners who need academic help, we
    also ensure that our partners get support when they need it. Our support team replies to inquiries within 24 business hours as a standard practice (typically, the response time is faster). Incoming calls to the support team are typically responded to within 20–60 seconds, with voicemails receiving replies the same business day.
    • We offer three levels of technical troubleshooting support to ensure that assistance is provided to educators effectively and efficiently.
    o For technical inquiries, our Level 1 support team manages tickets in our customer ticketing system; they also respond to calls. Most technical issues involve student sign-ins to Tutor.com and are resolved at this level. For more advanced technical inquiries, tickets are escalated to Level 2 support or a manager on the team for a direct support call with the educator/user. Our Client Services team provides the most advanced support; they coordinate with our Product and Engineering teams if a bug or system issue is identified and ensure that it gets resolved.
          
    We regularly receive praise from clients who appreciate the high level of customer service we provide, and that has been especially true during the COVID-19 pandemic. We enhance our services and supports on an ongoing basis and look forward to continuing to serve institutions committed to providing equitable access to educational resources and accelerating their students’ learning.
    Thank you for the opportunity to be considered for this award. ***
    Please see next pages for testimonials.
     October 24, 2019
    To Whom it May Concern:
    I’m writing this letter of reccomendation on behalf of the entire National University Student Success Team. We are thrilled to give our partners at Tutor.com a glowing review for a number of different reasons. Tutor.com has provided top-notch tutoring support for our students in a wide variety of subjects. These exceptional resources can be accessed 24 hours a day which helps us be more accessible to our students. The accessibility is especially vital to us, given our predominantly non-traditional student population. The support team and account reps have overwhelemd our staff with their exceptional service and speedy response to our data and course addition requests. Katherine, Marcy and Lauren have been some of our most trusted partners during my time here at National University and we look forward to growing our partnership with them in the future. I’d be happy to discuss further if interested, my contact info is listed below.
    Sincerely,
    Kody McCoy
    Kmccoy@nu.edu
    Manager/ Student Success National University
     1
     
     
     To Whom It May Concern,
    It is my pleasure to write this letter to share my experience with Tutor.com. We have been using Tutor.com services for approximately three years. Working with the staff has been wonderful, they are always patient and accommodating. Working with college purchasing and accounting departments can be very daunting, but they have navigated through those systems with ease.
    More importantly, it is the service to our students that stands out as the reason we keep coming back. We are a program that supports first generation and low income students that are pursuing careers in health. Many of our students are working while going to school. If they are in one of our health science p􏰀og􏰀am􏰁 􏰂he􏰃 a􏰀e of􏰂en j􏰄ggling 􏰁chool􏰅 lab􏰁􏰅 e􏰆􏰂e􏰀n􏰁hip􏰁 p􏰀ecep􏰂o􏰀􏰁hip􏰁􏰇e􏰂c􏰈 We choose tutor.com because our students would have access to tutors 24/7. Additionally, it was the one online tutoring program that has support for the difficult sciences (anatomy, physiology, chemistry, microbiology) and nursing!
    While some of our students use tutor.com for the basic classes, math, English etc., our high use areas are in the subjects mentioned above. Students report that once they find a tutor that fits their schedule and style they are always happy with the results. Those that use it frequently, show an improvement in their course work and grades.
    We have be extremely pleased with the services provided by Tutor.com and would recommend it to any institution that is considering an online tutoring program.
    Jeannie Dulberg, MA, MFT Director, SSS TRiO HOPE Grant
    1501 Mendocino Ave. Santa Rosa, CA 95401 jdulberg@santarosa.edu 707-521-7928
       

     

    For 21 years and 20 million tutoring sessions, Tutor.com has been partnering with K–12 schools, higher education institutions, libraries, organizations, associations, and the U.S. military to provide learners with highly effective, 1-to-1 academic and professional support. Our strong, lasting partnerships—and the services we provide for our clients, especially since the beginning of the COVID-19 pandemic—have sustained our longevity.Since the onset of the pandemic, we have met unprecedented demand for our services. In 2020, Tutor.com saw the highest single-year delivery of services in the company’s 21- year history. We delivered nearly two million 1-to-1 tutoring sessions in 2020, averaging about 7,500 sessions daily during our busiest week.

    While meeting exceptional demand, our team continued to provide support of the highest quality—to partners and learners alike. We added hundreds of new partners to our Tutor.com family; onboarded more than 1,000 rigorously vetted, highly qualified tutors; offered numerous free Student Success webinars; and added 26 new subjects, including Study Skills and Parent Coaching offerings designed to address the needs of families adapting to remote learning. We continued to provide real-time alerts, on-demand data, and a growing library of resources for our partners, as well as near-immediate access to help for learners: Over the course of the year, the average time learners waited to connect with an expert tutor was one minute.

    Our organizational structure reflects our priorities: Our Client Services (supporting partners) and Learning Services (supporting our partners’ learners) teams notably outnumber our Sales team. In our structure and our actions, we are dedicated to providing the highest-quality customer experience always.

    Tutor.com provides exceptional support for each of the following criteria:

    • Tutor.com deploys a well-crafted customer service program with demonstrated outstanding customer support.

    o Our customer service is laser-focused on client needs, and that begins on Day 1. At the partnership launch, our team integrates Tutor.com services with each partner’s learning management system (LMS), ensuring that learners themselves have a seamless support experience. Partners canfully customize their subject offerings; for all of our 250+ standard subjects, clients can opt to make as many as they wish available to learners, with no effect on pricing for the service. (Partners may also choose between a variety of pricing models, from unlimited to license- based to pay-per-session; every one of these includes the option to enable all standard subject offerings and the full Tutor.com Learning Suite.) Clients may similarly opt to offer text-chat and voice-chat alone, or they can opt to use our platform supporting video-chat. In short, every client’s program and UI are unique to that client; we design a bespoke program tailored to the unique needs of each institution and learning community.

    o Our Client Services team provides ongoing, high-quality support for all partners. Every institutional partner is provided with dedicated support from a designated Client Services Manager (CSM). The CSM serves as the client’s tour guide and provides ongoing consultative support in getting the best use of our online tutoring services as well as maximizing the impact our service has on the lives of their learning community members. Our Client Services approach is proactive: We actively work to maintain communication with every partner throughout the year, both via our monthly reports and via consistent personal outreach from CSMs to partner institutions. We also offer reliable, ongoing, high-quality responsive support for all of our partners and students whenever they need assistance.

    o Our regular supports further include periodic webinars for institutional staff as well as learners, along with monthly newsletters for each institutional market, resources on our Client Resource Centers, and new subject offerings (including Spanish-language tutoring in a range of subjects).

    • According to surveys and feedback, educators are exceptionally satisfied with the customer service they receive from the company.

    o The longevity of our partnerships attests to our clients’ satisfaction with Tutor.com. We regularly receive positive feedback from educators about the benefits of Tutor.com for them and for their students. Because we are in regular contact with all of our clients, we are able to identify and address areas of need quickly and effectively. We have many reference letters from clients, and these are one of the barometers we use for customer satisfaction. Appended to this document please find testimonials from four of our clients.

    § Here is one additional testimonial from a client:

    “I love the open communication and responsiveness of the client managers. In the past, whenever I've had any issues at all, I reach out, and receive a response usually within an hour or two. There is always follow-up that happens almost immediately on any issues that I have asked to be addressed. It is very professional and gives me much confidence in the level and quality of service that our students are getting as well.”
    —Deanna Dixon, Director of Tutoring Services, Rowan-Cabbarus Community College, from a survey conducted in 2019.

    o We also have high rates of learner satisfaction that correlate with client satisfaction. In 2020 post–tutoring session surveys, 96 percent of learners reported Tutor.com had helped them complete their assignments; 97 percent indicated they would recommend Tutor.com to a friend; and 99 percent said they were glad their institution or organization offered them access to Tutor.com.

    o In addition, we periodically conduct case studies and efficacy studies that demonstrate the value that Tutor.com delivers to learning communities. Here are a few examples:

    § Efficacy analyses for higher education: https://www.tutor.com/clientcarehed/efficacy

    § Antelope Valley Union High School District case study (please note that when you click the link below, the case study will download): http://bit.ly/AV-Case-Study

    o Finally, we believe that to deliver the highest-quality services, all involved in the process should have the opportunity to provide feedback and have their voices heard. To that end, we gauge the satisfaction of our Tutor.com tutors several times per year via a comprehensive survey. The typical overall satisfaction rate is between 93–94 percent, with more than 95 percent of tutors affirming that they would recommend our service to a parent, teacher, or other stakeholder.

    • When an educator reports a confirmable issue with the solution, the issue is rectified expediently.

    o Our support team works to respond to all users within 24 business hours with a first response. In many cases, the first response is sufficient to help the student or educator. For educators who contact the Client Services team directly via email, phone, or through their dedicated CSM, they will receive assistance typically within a few hours (we cite 24–48 business hours as a goal, but in most cases, responses are significantly faster).

    • Tutor.com provides high-quality self-serve help materials for educators and administrators.

    o Each institutional market we serve has a dedicated Client Resource Center, which offers everything from social media graphics (to help spread the word about Tutor.com to their learning community) to trainings, flyers, demonstration materials, press kit resources, videos, and webinar recordings. Our Client Resource Centers may be accessed at the links below:

    § Libraries: https://www.tutor.com/clientcarelib   

    § Higher Education: https://www.tutor.com/clientcarehed

    § K–12: https://www.tutor.com/clientcarek12

    § U.S. Military: https://www.tutor.com/clientcaremil

    § Employee Benefits: https://www.tutor.com/clientcareben

    o In addition to these resources, our free webinar series are available anytime via our YouTube channel, in our dedicated playlists:

    § Webinars for students and parents: http://bit.ly/Webinars-Students-Parents

    § Webinars for jobseekers: http://bit.ly/Webinars-Jobseekers

    • The overall quality of support that our Client Services team provides is extraordinarily high. Educators have excellent experiences when contacting our customer service team members.

    o Supporting our partners—both through our tutoring, test prep, and other resources, as well as through our customer service—is the very core of what we do. Our dedicated CSMs ensure that every concern or potential concern is addressed promptly and fully. We also set up numerous ways to enable clients to access key data and resources on-demand, from the Client Resource Centers to our Client Portal, which provides real-time data and automated reports about program performance as well as insights about student performance; these are available on a self-serve basis for program administrators, support staff, and instructors. Our high client and learner satisfaction rates, as well as our high client retention rate, attest to the exceptional customer support that we provide.

    • Response times for support inquiries are always rapid.o Just as we provide rapid support for learners who need academic help, wealso ensure that our partners get support when they need it. Our support team replies to inquiries within 24 business hours as a standard practice (typically, the response time is faster). Incoming calls to the support team are typically responded to within 20–60 seconds, with voicemails receiving replies the same business day.

    • We offer three levels of technical troubleshooting support to ensure that assistance is provided to educators effectively and efficiently.

    o For technical inquiries, our Level 1 support team manages tickets in our customer ticketing system; they also respond to calls. Most technical issues involve student sign-ins to Tutor.com and are resolved at this level. For more advanced technical inquiries, tickets are escalated to Level 2 support or a manager on the team for a direct support call with the educator/user. Our Client Services team provides the most advanced support; they coordinate with our Product and Engineering teams if a bug or system issue is identified and ensure that it gets resolved.      

    We regularly receive praise from clients who appreciate the high level of customer service we provide, and that has been especially true during the COVID-19 pandemic. We enhance our services and supports on an ongoing basis and look forward to continuing to serve institutions committed to providing equitable access to educational resources and accelerating their students’ learning.Thank you for the opportunity to be considered for this award.

    ***Please see next pages for testimonials.***


    October 24, 2019

    To Whom it May Concern:

    I’m writing this letter of reccomendation on behalf of the entire National University Student Success Team. We are thrilled to give our partners at Tutor.com a glowing review for a number of different reasons. Tutor.com has provided top-notch tutoring support for our students in a wide variety of subjects. These exceptional resources can be accessed 24 hours a day which helps us be more accessible to our students. The accessibility is especially vital to us, given our predominantly non-traditional student population. The support team and account reps have overwhelemd our staff with their exceptional service and speedy response to our data and course addition requests. Katherine, Marcy and Lauren have been some of our most trusted partners during my time here at National University and we look forward to growing our partnership with them in the future. I’d be happy to discuss further if interested, my contact info is listed below.

    Sincerely,Kody McCoy

    Kmccoy@nu.edu

    Manager / Student Success

    National University 

    ***

    3 August 2020

    To Whom It May Concern,

    The Gwinnett County Public Library (GCPL) consists of 15 branches serving a population of 960,000, including 180,000 students within the Gwinnett County Public Schools (GCPS) system. In March of this year, those 180,000 students were sent home to learn remotely and quarantine from COVID-19.

    GCPL reached out to Tutor.com to inquire about a short term contract so that we could very quickly serve those homebound students. Our Tutor reps worked closely with us to finalize a per-use price. We reached out to GCPS and quickly formed a partnership, and by April 2 we had Tutor.com up and running for the many students of Gwinnett County. Between April and the end of the spring semester, over 2,300 one-on-one tutoring sessions had taken place.

    Student and parent response was so overwhelmingly positive that we knew we wanted to be able to offer unlimited sessiona and not have to worry about buying blocks of sessions. Because of the success of the spring partnership, we were able to get the school system to agree to a year-round unlimited tutoring contract so that Gwinnett's sutdents would have full access to all of Tutor's resources.

    With the fall semester about to begin, we are well situated to offer students the tutoring they need, whether they're in the classroom or, as in our current case, learning from home. Teachers have let us know that they are thrilled to have this resource available to their students. There's no way that teachers cold have provided those 2,300 one-on-one tutoring sessions in the spring, especially while working remotely. 

    Tutor.com has proven to be an excellent partner during these very difficult times. Wait times are minimal, and students are able to spend as much time as they need to better undedrstand the subjects they need help in. Tecahers and librarians are able to direct students to Tutor, knowing that they have an excellent resource to assist students. 

    Tutor has been able to very quickly deliver a top-notch product that has immeasurably helped the stuents of Gwinett County during this difficult COVID crisis.

    Michael Casey

    Director of Customer Experience

    Gwinnett County Public Library

    mcasey@gwinnettpl.org

    ***

    May 5, 2020

    Dear Mr. Wills,

    I am delighted to write this letter of support for Tutor.com. As you know, libraries are community hubs that provide equal access to information and resources for those in their community. Tutor.com holds true to the same principles, providing equal educational support and resources.

    Having Tutor.com as an available resource has been invaluable to students, parents and educators while schools and libraries are closed because of the COVID-19 pandemic. Having one-to-one tutors available for a variety of subjects can mean the difference between success and failure for students, especially now. Many parents are not prepared to assist or teach their child during this unprecedented time of e-learning, Tutor.com has made that transmition more smoothly for both parents and children.

    The transition to Tutor.com was quick and seamless to our users. The staff were extremely knowledgeable and helpful during the transtiion. We initially purchased a conservative amount of classes and quickly had to increase the number, becasue of the popularity and positive feedback from users.

    I fully support and endorse Tutor.com and I look forward to working with others in eliminating educational disparities in their communities.

    Sincerely,

    Leesa M. Aiken

    Agency Director

    South Carolina State Library

    ***


    To Whom It May Concern,

    It is my pleasure to write this letter to share my experience with Tutor.com. We have been using Tutor.com services for approximately three years. Working with the staff has been wonderful, they are always patient and accommodating. Working with college purchasing and accounting departments can be very daunting, but they have navigated through those systems with ease.

    More importantly, it is the service to our students that stands out as the reason we keep coming back. We are a program that supports first generation and low income students that are pursuing careers in health. Many of our students are working while going to school. If they are in one of our health science programs they are often juggling school, labs, externships preceptroships...etc. We choose tutor.com becasue our students would have access to tutors 24/7. Additionally, it was the one online tutoring program that has support for the difficult sciences (anatomy, physiology, chemistry, microbiology) and nursing!

    While some of our students use tutor.com for the basic classes, math, English etc., our high use areas are in the subjects mentioned above. Students report that once they find a tutor that fits their schedule and style they are always happy with the results. Those that use it frequently, show an improvement in their course work and grades.We have be extremely pleased with the services provided by Tutor.com and would recommend it to any institution that is considering an online tutoring program.

    Jeannie Dulberg, MA, MFT

    Director, SSS TRiO HOPE Grant

    Santa Rosa Junior College

    1501 Mendocino Ave.

    Santa Rosa, CA 95401

    jdulberg@santarosa.edu

    707-521-7928   

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