February 18, 2004
User Support: A Team Effort
Regarding our user support, ExploreLearning customer Michael Franke from the Spartanburg Day School writes:
"I want to thank you for your incredible tech support. As I mentioned to Paul, I was in the software business for 17 years prior to getting into teaching, and I've seldom seen better. You can quote me on that."
From the start, we've made customer support a very important part of our business. To that end, then, we've made sure every ExploreLearning team member gets first hand experience with customer support. For instance, the "Paul" whom Michael refers to in his praise above is Paul Cholmsky, our Director of Research and Design.
So while Paul is busy writing grants, designing Gizmos, and researching the effectiveness of virtual manipulatives, he also participates in one, four hour support shift each week. We all do.
If you ever find yourself having to contact user support, don't be surprised if the EL team member helping you is the president of the company or one of the folks who codes the Gizmos or designed the site.