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[Edlio Webinar] Support Resources

Added Jan 13, 2021 •

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Check out this short webinar highlighting the support resources that are included with your Edlio Website! We go over how your entire team can use the Help Center to get up to speed on all of our modules and show you how to contact your Client Success Specialist and Technical Support Representatives.

Show Transcript

okay good afternoon good morning everyone wherever you're at my name is Misty and I'm very excited that you've joined us today for our live webinar discussion on support resources do introductory points before we jump in we are so lucky to have Raul here to support us from the technical support team he will be answering questions in the chat as we go along please submit your questions by going to the Q&A panel and we will collect those questions if we don't get to something we will make sure to follow up shortly after the webinar and deadly over so happy that we are knee-deep in 2021 it's a very busy season and what we do it here too as we do is we try to make your lives easier we tried to earn your trust by having the best support system your process can be a smooth an enjoyable one specifically today what will be covering are these points how to get help right when whenever you have that crucial moment when you need help their stuff different ways you can reach out the second Point what how to learn what's new on your CMS we are very excited to always be offering new features and enhancing your CMS works and The Weeknd you can always access that information on the third is the depths of the  particles that are available to you have to look at those articles those help points from different angles and finally the best way to approach the video our video database to meet your needs so there's lots of different ways you can use those again and we shall jump so I asked a couple different ways to access the help center of course you can always go to help that every adult cam but I wanted to show you through your admin site the way that you access to help so if you see this little drop down menu in your toolbar here would you scroll down you can go straight to the help center by clicking help center you can also contact edlio support this is the spot where you can offer example submit a help ticket a case you can also I just want to show you a couple of other things that you can do here we we try to make it easy for you to access very specific points there are some great places that you can bookmark on your toolbar for example A to Z guides for everything from pages to user management as you advance in your Knowledge and Skills on the CMS this is a good place to go because you can see could have asked yourself this question what do I already know and what do I need to know more so for example you've heard about contact list but you want to understand a little bit more how you can use those you you you know maybe are submitting news items every day but you want to better understand the steps of what you could do with your new spot a little bit today so another part here is tips for getting the most out of your website if you're just getting started if you this is a great place to go and read best practices for different parts of your website best practices for schools and districts it's always a great place to go to third box right here learn about new and updated features it's very similar to the A to Z guides but there's always room to learn and better utilize your sight so here these are things that we you know whether it was through customer feedback or something that we we all know that we wanted to be able to offer better these are some new things for example we have a form template that you can open up through your form and so this gives you a chance to see an example read more about it we are always improving and enhancing the way that we make our sites accessible to our community so you can always look here to find exactly Ted of what's new and updated finally these are it's a great quick way to get to our webinars here you can join directly from this page this is a good one to bookmark and go to to register so he do as you think about your yes we're just started out the year fresh start maybe you have a new accounting staff member who needs to how to add product on your pay platform maybe you have a new academic director who would like to set up an overview on being a web admin website accessibility maybe you received a low score and so you know you need to improve the way that you're teaching your staff how to use the the website so you can easily register you can send once you click on one of these you can always copy and paste this link to send to one of your staff members and say hey let's let's join together and let's debrief after the webinar it's a it's a great thing to participate in so he's webinars you can also watch it the recording of the ones that were previously recorded so we'll go over this a little bit later but every webinar that is recorded will show up on here within a day or two with a full tray and you can do searches will go over this a little bit later so moving on again this was to your admin site still there contact at Lea support this page right here finally found at the bottom this is really really important to remember this is where you can submit a case when you you have a button that you'd like to change last four reasons why you can view your case archive to see who from your school from your district has submitted a case in the past some of these you can go back and read again on what the scenario was what was what was the result of these three circles right here before we move on these are really really helpful for staff members for a teacher who is having an issue you and they go here and they say yeah I'm going to reach out to support one one reason why these circles are helpful is if a teacher has trouble adding classes or assignments in a request is going to have go to you as a web admin if your web admin on this webinar and whenever they click this for example they can choose to send an email to you saying hey you know I need help I'm not able to I'm out of class so this is great because it strengthens your your school website community that the ones behind the scenes doing the hard work strengthens you as a team may need help app updating content based on you an email and maybe they don't even know who the web administrator is this gives you a chance to be able to reach out to them and say hey what are you wanting to update and then staff. these are some common things that people are reaching out about also ask about a different topic if this if a general request this is a great place for them to go to reach out to you so so happy hop back over to our help center a few things here when you look at the top here we better toolbar the quickest get help right here this this is the quickest place to go and say I need help I can send this email I can call these numbers these are the sales people these are if I have a question about my invoice and some product feedback General inquiries and for those of you who love just like me knowing which number to push it makes the phone call go faster so just know that you can look right here get help or you could scroll to the bottom of the page in the footer and and find those numbers so before I talk about cases I would but I'm just a tiny bit to look at this status Calypso again and what's a something isn't going right with your website you can always click on the status page for an update you can subscribe find a specific example email Center had a bug and it was doing something you can subscribe to receive an update when that is approved for  so I'll does Pages under get help and really quickly how to say couple tips and tricks for submitting a case Okay so when we look at technical support cases if you ever have someone that needs to submit a case you can always copy and paste this page to send to them and it walks them through the process to make sure that they are providing everything that they need the couple trips the user needs to be locked in when they contacted Leo support state again will click the most call right down here then you can taste bud ask question submit a request and a couple tips here try to be as thorough as you can when submitting a case the if you were 10 points of communication that has to have the better the faster for you so that we can get your site working exactly how you're wanting it if you attach screenshots and files error messages by voice the back and forth and again just make just go faster and this is where the communication will happen so you will receive a notification from edlio support and you will go up here and be able to read the message down below so again this this is the place where you will communicate with that tech support person that that's responsible for your case. The website administrator make sure that you know name of your website administrator some of that information just kind of having that on on hand makes food makes everything go faster and you know again I'm at client success specialist in a one thing that I ask my client to do is to always email me whenever they have maybe before they submit a case because sometimes this is something that I can do very quickly sometimes I can walk you through the zoom call and also help to be in the loop to know kind of what's going on with your sight so that I can better serve you I make notes on any issues that you're having so always kind of keep your CSS looped in we we appreciate hearing from you always help center we are assuming a loan quickly we have our help article so let's just jump into troubleshoot real quick Chase check out the spot here because maybe there's a very brief sample clear the browser cache a I think this is something that it's it's often something that fixes an issue so please look here too see if you can possibly fix it yourself and learn in the process also it helps you with the wording as you submitted your case to say hey I've already cleared the browser cache I'm still having an issue so it helps to kind of use the same language about passwords and usernames you can always find that here so how particles piece again this is just to say A to Z side that you have here this isn't this is a list of all the features that we have available and why is this good this is a the way to learn but it's also a way to say I need to know everything there is about photos I have a question about a photo you can always go down here and type photos or Shuffle if it's this play something great way to learn something is to kind of look at the larger overview because in every one of our overview pages that there's changes in the section menu get more specifics it's always good to say here's how to find photos here's how to add an album and here's how to do this and it kind of gets you started in the right direction from the umbrella overview that you might need Suffolk sample your school is just starting with your school news app and you know that you want to be as prepared as possible to launch the app before you know to understand the app before you launch the stir Community sillas click on School News app and this is a wonderful one because it includes a video instructional video for YouTube know how it works how to find your school how to set it up on your end and this part right here get parents on the app we try to give you as many resources as we can so that you can reach out copy and paste this you can download this PDF to attach to the email with a QR code just to make this as our goal is to improve communication make it easier for you to improve communication so providing these resources really helps you a lot back to health articles another one another really good example here is your pages with your categories in section so if you're having trouble finding something you saved it and you can't find it later it's always good to look at the overview page here's how you search pages screenshots with zoom out that you can save to your desktop great step-by-step points year notes fat give you tricks and tips that just make the process better for you so the Patriots have a video if you're the type of person that prefers to learn by video let's finish up our little header here the feedback section here we love to hear from our clients this is this is what helps us grow as a company and better serve you so satisfaction survey receiving your admin site we this really helps us to know how you're feeling we want to know you know we want to be able to take your temperature and see how you are responding to your what things you're not happy about so we can fix those and change does if you ever have a good experience with a certain person or a certain feature you can always write something up about that that always makes us feel free and 31 Heroes General feedback so what can we improve what features would you really love to have on your CMS that that someone has maybe said we don't offer currently to know a map and think about the future this is not a place to submit request for support some make sure that when you provide feedback about a feature it's not about an issue problem that you're having her question so as we scroll down a little bit this is our webinars and videos that we offer so you can look here to see directions before the previously recorded webinars So these these are very specific to a certain feature for example staff directory updates and let's say that you have an administrative assistant that is having you know their responsibility is to add a staff directory you could send her or him this link to this specific video let's say you've heard about our new pet enhancements and how you can completely stretch a photo across your inside pages and you want to practice at yourself and your having difficulties with sight navigation the key here is to type into the search bar here what you are looking for so if you if you want to find a video on accessibility because you you really would like to improve your site for those who have a visual disability type accessibility this will show you all of the webinars that are available and you can always see the date to see how current we try to keep the most current webinars up here sometimes we interview people from other schools which is always great to hear from a superintendent a principal from someone from a company that can help you as well and this is good for pain turn up your services for important times of the year so in January maybe you're trying to slowly kind of encourage your teachers to use teacher pages so you can go in a teacher pages professional development credit can be given when a teacher can provide five different items on your teacher page that you learned from the webinar a great way to offer professional development as well as we scroll down just a tiny bit the spot here shows are next event so this is a great way for you to learn to be able to register for these events to scroll side to side so we have on the 20th we have a big overview for teachers coming up at is great in the benefit of being in live webinar set participants can ask questions in real time and not be delayed by sending an email or kind of maybe losing and forgetting about those questions so Quizlet the participate in the real thing thinking about what things you can share with people on your staff new tech support staff a and upcoming workshops that you're giving that can help you prepare finally I really like the spot here gives you a chance to see who we are and of course this isn't a real picture but this you can you can see who your car success specialist is and learn a little bit more about us by clicking on the spot this is me right here customer support scroll down a tiny bit more these are the very hard-working support you make my life so much easier as well always there ready to help and as we are closing today these are the features if just below the all senses gives you a chance to learn about edlio and how much were growing how proud We Are to be a part of this company because of these these facts here if you searching for improving your side in any way this is a great place to go this takes you directly to our website and talks about our website features that are available so these are a few things that your client success. and excited to share more information about to give you dimples on to walk you through these things and we could also see a portfolio of the designs that are available if you're looking for a new design by going up to portfolio more about accessibilities of lots of lots of things available to you with doubt always please please please reach out to your client success specialist this is our job be there for you and walk you through things talk about strategies you can email us directly if you don't know who your client success specialist is you can always write an email to client success and we will get back with you very quickly it was it was an honor spending time with you today thank you so much for joining our webinar and please ask any questions in the chat so much for choosing as Leo have a wonderful wonderful day bye bye

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