Customer service plays a critical role in the success of e-Commerce. As the EdTech industry grows, it can learn from e-Commerce’s success and adopt similar strategies, including outsourced customer service.
Today’s consumers are used to fast, seamless digital experiences. When they shop online, they expect real-time updates and quick help. When they experience technical issues, they expect smooth and urgent issue resolution. The same can also be said for learners using online education platforms like Coursera and Udemy. As education continues to shift online, these same expectations follow learners into virtual classrooms and learning platforms — shaping the student experience in online learning.
So, what does this mean for EdTech companies? It means that customer service, like in any other industry, is becoming a key part of the learning experience. Let’s take a page out of e-Commerce’s book and see how EdTech companies can learn from putting customer experience at the forefront. Would outsourced customer service be the key? Let’s explore:
e-Commerce Wins on Service
Online businesses know that good customer service builds brand loyalty. Many e-Commerce and retail companies invest in 24/7 support, including live chat features and interactive help desks. Their goal is to make sure customers can easily navigate their website, complete their orders, and make repeat purchases.
For example, when a customer has a payment issue or can’t track an order, they can usually reach someone with a push of a button. That experience builds trust — the ease of use and responsiveness makes customers feel like they’re in control of their shopping. Even if something goes wrong, fast and helpful responses can turn a bad experience into a positive one.
Behind many of these systems are outsourced customer service teams. Outsourcing allows e-Commerce brands to provide round-the-clock support without the high costs of building a large in-house team. This is especially true for brands outsourcing e-Commerce tasks to the Philippines, where skilled support professionals offer excellent service at competitive costs.
How EdTech Faces Customer Service Challenges
Online education and EdTech platforms like Coursera, Udemy, or even smaller learning sites now serve a global audience. In fact, worldwide, over 49% of students have completed some form of online learning. Online learning has become the fastest-growing market in the education industry, which has grown 900% since the year 2000.
The growing EdTech industry has people learning in their free time, which they do even after-hours. Students can often reach out with questions about logging in, course access, payments, and technical problems. Since these issues don’t always happen during business hours, students may lose trust in the platform if the support is slow or unhelpful.
While the content and goals are different, user expectations are the same. Learners want a smooth experience, and just like in e-Commerce, strong customer service can increase satisfaction and retain users. This is why many EdTech platforms are exploring tech support outsourcing for edtech platforms to provide a better user experience and stay responsive and competitive.
Outsourced Customer Service Makes Support More Scalable
This is where outsourcing comes in. Many core EdTech teams are already stretched thin with content development, platform maintenance, and marketing. Building a large, in-house support team can be costly and hard to manage, especially across time zones. Hiring for these positions can cost even more and eat away at hiring managers’ time.
Outsourced customer service teams offer a more flexible and cost-effective solution. They can provide:
- 24/7 availability for global learners
- Fast response times
- Support during course launches
- Scale with enrollment peaks and promotions
- Specialized agents trained in EdTech tools and CRMs and;
- Agents trained in student communication (and customer service in general)
These highlight the need for outsource strategies that make support more efficient without compromising quality.
How EdTech Platforms Benefit from Outsourced Customer Service
Outsourcing customer service doesn’t just solve staffing issues — it also creates real value for EdTech platforms down the line.
- Faster response times mean students get help when they need it, not hours later. This can improve satisfaction and reduce frustration.
- Lower churn follows naturally when learners feel supported. If students feel supported, they are more likely to continue and complete their courses.
- Operational flexibility becomes possible. Support teams can scale up during enrollment peaks or new course launches without the hassle of hiring and training temporary staff.
Bottomline, edtech outsourcing services help companies meet demand surges while improving learner retention and platform loyalty.
In Conclusion
Outsourced customer experience has helped e-Commerce brands grow by keeping their customers happy. Companies can use the same strategy to enhance their EdTech customer experience and support their students better.
At the end of the day, learners are also users, who stay loyal to platforms that meet their needs. EdTech companies that outsource student support services can create a more responsive, reliable support team that allows their internal teams to do what they do best: delivering quality education.
Looking for a partner in outsourced customer experience for EdTech, or any other industry? FGC+ is the one to trust for comprehensive BPO solutions. Whether you’re in EdTech, healthcare, or wondering, ‘why work with an e-Commerce BPO?’, you can learn more about our full suite of services at www.fgcplus.com/solutions.
