When schools invest in technology, they’re not just buying software. They’re investing in the people behind it. That’s why great customer service isn’t just nice-to-have; it’s essential.
At a recent NBOA Goldmine event, we explored what truly exceptional customer service looks like in the K–12 space. Here are some key takeaways to help you evaluate whether your school is getting the support it deserves.
Access to Real People Matters
Great service begins with being able to reach real people quickly. Whether it’s a dedicated account manager or a team of in-house experts, you should know who to contact and how. A generic support email or ticket system isn’t enough, especially when time-sensitive issues arise.
Ask yourself: Can anyone on your team reach out for help, or is support limited to just one or two users? The best providers make support accessible to everyone who uses the platform, not just administrators, but teachers, business office staff, and others who rely on it daily.
Support That Understands Your School
When you call your provider looking for support, does the system recognize who you are and route you to the right person? Can you get help via phone, email, or chat? And most importantly, are you speaking with someone who understands K–12 schools, not just general tech support?
Great customer service means working with people who understand your workflows, your calendar, and your challenges, especially in high-stakes areas like tuition, financial aid, and enrollment. It’s not just about solving issues but about doing so with context.
Help That Extends to Families
Customer service shouldn’t stop at your staff; it should support your families, too. When parents have questions, having a provider that offers direct support can take a major burden off your school. Whether it’s a dedicated helpline, online resources, or a knowledgeable support team, access to real help makes a difference.
When families can get timely, helpful answers, especially from someone outside your already-busy office, it positions your school as responsive and invested in their experience. Showing families that they’re supported goes a long way in building trust and long-term connection.
Training That Doesn’t Drain Your Team
Ongoing training and free digital resources like on-demand webinars and training libraries should be part of the package. When new staff join, they should be able to get up to speed without a heavy lift from your team.
Self-service options, easy-to-navigate help centers, and timely onboarding support are all signs that a provider values your time and your success.
A Reflection of Values
Customer service reflects a company’s values. Are they investing in education? Are they listening to school feedback? Are their leaders showing up at industry events and engaging with users? Showing up to events and engaging with the education community shows that your provider is investing in the people that are a part of the industry, not just trying to sell to them.
These are just a few signs of a service-oriented company one that puts people before profits. Want to see if you’re really getting great customer service? We’ve created a helpful checklist to help you evaluate your current provider and cut through the buzzwords.
