A Great LMS for Customer Service Teams
April 01, 2020

A Great LMS for Customer Service Teams

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Lessonly

We are using Lessonly here in our Customer Experience department, with all of our agents. We previously were not using any LMS - instead, we were using Google docs and sheets alongside SurveyMonkey. As our department grew we knew that we needed a more organized, cohesive training/learning system.
  • Lessonly keeps our content organized and consistent. We have a LOT of information for our agents to learn and know, so the consistency is a key factor.
  • Keeping team members in the appropriate groups is incredibly easy, with the Smart Groups. Changing one thing in someone's profile easily pops them into the correct Smart Groups, saving time for me and other Admins.
  • Creating engaging content is incredibly easy with Lessonly. Previously our content would be a Google doc with a linked quiz from SurveyMonkey and it would be informative, but not engaging at all.
  • There are some functionality features with Roles that I would love to see changed - the permissions being more flexible, essentially.
  • I'd like to see additional Insights, including who the least active users are.
  • The biggest improvement is in the time it takes new-hires to get "up to speed" with KPIs -- the first class to use Lessonly got there much sooner than previous classes.
  • Lessonly has definitely saved us time with all of the frequent changes in our content being much easier now.
I receive responses very quickly, and everyone I have ever talked to has been friendly, upbeat, and incredibly helpful! If I ask a question that they aren't sure of the answer to, they get me an answer as soon as possible.
We selected Lessonly because it was more comprehensive than many of the other options on the market, and more specifically geared toward customer service than some others. The flexibility and customizable options were also incredibly appealing--being able to fully create our own content.
Lessonly is great for customer service LMS needs. For any team with a high number of users and also a LOT of content, Lessonly is incredible. It keeps things organized so agents know where to look. And the option to send feedback with the Ask the Expert is incredible because honestly we have so much content and information that is constantly changing, sometimes we miss things. So agents being able to ask a question/verify if something is up-to-date in real-time is wonderful. Lessonly wouldn't be very helpful for other departments in our company, like our kitchen facility which relies on hands-on, in-person training.

Seismic Learning Feature Ratings

Course authoring
Course catalog or library
Learning content
Mobile friendly
Not Rated
Progress tracking & certifications
Compliance management
Not Rated
Learning administration
Learning reporting & analytics
Social learning
Not Rated