A Great LMS for Customer Service Teams
April 01, 2020
A Great LMS for Customer Service Teams

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.
Pros
- 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.
Cons
- 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.
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.
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