Customer Success
Customer Success
The success of our clients is our top priority, which is why we help all customers (new or old) through their entire lifecycle. Whether it's quarterly check-ins from a Customer Success Manager, daily support, or the in-product helpful guides, we want to make sure you are successful. That's why the average tenure of our clients is 8+ years!
Discovery and Alignment
While a business development team member may work with you before you become a client, the hand-off to other teams is seamless. We love hearing what you're trying to solve, and why, so we can understand your challenges. Then we'll discuss your goals, identify any additional needs, and work with you to launch.
Launch Support
Various HSI team members will work with you to facilitate a quick and stress-free launch. We'll provide support with data integration, LMS settings, and/or future reporting requirements.
Product Training
An implementation specialist or customer success manager will work with you and your team to make sure those who need training get it, and you're set to get the most out of our solutions. Ongoing customer support is available, and helpful information within the solution itself is there for tips.
Customer Success Manager
You'll have the name of a Customer Success Manager who can help as needed. And as new needs arise, we'll work with you to recommend new HSI courses or other solutions to solve those problems. We will also ensure you are aware of newly-released or retired content, new solutions, and more.
The Customer Success Manager (CSM) is here to help you navigate the platform, do admin trainings, and escalate technical issues and bulk requests to our support teams. They will work with the support team to process your needs.
Ongoing Support
HSI has a support team completely dedicated to helping our customer admins and end users via three different means: live phone support, email support, and live chat. Standard live support can be reached between 9:00 am to 7:00 pm Eastern Time, Monday through Friday.
Additional Resources
