Market research by the digital learning and assessment specialist, eCom Learning Solutions, has highlighted that those in the market for eLearning and eAssessment materials are heavily influenced in their purchasing decisions by the level of customer support that producers offer.

โBefore potential clients commission work, they decide what they think of the suppliers,โ explained eComโs Chair, Linda Steedman. โThat decision is based on the suppliersโ competency โ as youโd expect โ but also, significantly, on the empathy they feel they have with the suppliers.
โWeโve discovered that the purchasing decision is based on competency, reliability, and integrity but itโs establishing empathy with the customer that gets you through the door and keeps you there. This has led us to put great emphasis on customer care and support โ and our customers are telling us that this is keeping us ahead of our competitors.โ
This emphasis on customer care and support fits well with eComโs culture. Wholly female-owned and run, eCom is, demonstrably, an equal opportunities employer, fully embracing diversity in the workplace among its workforce. This strategy has helped eCom to become a truly global company since 2020, with over half of its annual revenue now generated outside the UK.
Earlier this year, to reflect this shift in its trading patterns, the company changed its name from eCom Scotland to eCom Learning Solutions โ updating its website in the process and stressing its emphasis on customer care.
โWe try to be our customersโ trusted, reliable and preferred partner โ and strive to make our team members a highly visual part of the entire customer experience,โ commented eComโs Managing Director, Wendy Edie. โAchieving the high levels of customer care to which we aspire involves being accessible, kind, courteous, responsive, and professional, listening carefully to customersโ issues and concerns โ and then doing everything possible to address these issues and concerns efficiently and accurately.
โeComโs company culture is one in which everyone works together closely, and our teams have more hands-on opportunities to make decisions, see work through to completion, and take responsibility for the end-product.
โAs we stress on our website,โ added Wendy, โall eCom customers can expect informed and timely responses to their customer support needs; access to experts aligned with the needs of their stakeholder groups; direct support from our teams when needed; engagement with real people whoโre involved in the customerโs projects, and service levels aligned with each individualโs needs and expectations.โ
Press Release received on Mail from eCom Learning Solutions