New York, NY – (Feb. 12, 2008) – Customer service is not what it once was. In today’s fast-paced global economy, the standard has become automated phone systems, messages pointing callers to company Web sites, or long hold times to speak to live customer representatives. Wimba, the education technology company that helps people teach people, is pleased to buck this trend with a professional services team committed to excellence. More than 70% of Wimba’s professional service managers (PSMs) worked at academic institutions prior to joining Wimba, providing them with first-hand knowledge and experience of the situations customers face. In 2007, Wimba’s PSMs visited more than 100 colleges around the globe to assist with Wimba implementations.
In addition to an experienced team of support professionals, all Wimba customers – academic institutions in higher education and K-12 – have access to free online training and 24 X 7 support, offered through a variety of channels including:
• 24 X 7 toll-free technical support lines
• A comprehensive online knowledge base
• Live chat sessions
• An intuitive online customer support center to submit and track trouble tickets
Wimba offers all customers, and their faculty and students, free Wimba Online Workshops (WOW), featuring in-depth training on all of the tools in the Wimba Collaboration Suite™. The Wimba Collaboration Suite facilitates personal interaction in online and blended learning environments through the use of video, voice, chat, application sharing and white boarding.
An estimated 2,000 faculty members worldwide participated in free Wimba Online Workshops in 2007. The trainings are delivered in the Wimba environment so attendees can ask voice and/or chat questions, respond to surveys and share information on the white board, all while they can see and hear the trainer on their computer.
“Most trainings I’ve taken online have involved sitting at a PC and using the software under the guidance of a tutor,” said CJ Fryer from the London School of Economics. “This was obviously very different in that I was watching and participating in the session, which proved much more effective than trying to figure things out for myself.”
“We take customer service extremely seriously at Wimba because it is crucial that learning is not interrupted,” said Tommaso Trionfi, CEO of Wimba. “We’ve worked closely with the academic administrators and educators who rely on our solutions to make sure we are providing the kind and quality of service they expect.”