Skype in the Classroom decided to launch a new platform to make connections much easier for educators. Their new site included a calendar scheduling system, filtered search for experiences and enhanced educator and guest speaker profiles. Understandably the complexity of the new website led to a difficult transition for users who were used to their previous system which was much simpler and primarily led them to coordinate their own connections offline.
In order to ease the transition, Skype in the Classroom brought us on to organize their support efforts to put them in a position to scale. Growth was their number one goal and they knew, to do that successfully, they would need to streamline their support processes. We worked with them to finalize tools, build out support content, and to train their staff. Below is a high level framework of the flow we built together.