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Making the Best Use of Your CSS - An Interview with Edlio’s Client Experience Manager [Edlio Webinar]

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Check out this webinar to learn about all of the ways your Client Success Specialist (CSS) can help you, as well as a Q&A with Edlio’s Client Experience Manager, Alissa Quon. We’ll highlight some ways your CSS can help improve your school site and make your job easier, along with some best practices and tips + tricks.

Show Transcript

all right folks I think we are ready to get started thank you so much for joining us for this my edlio webinar with a very special one today because we are going to be talkin to Elio's client experience manager Eliza Quan here in just a little bit that were to be talkin about how to make the best use of your CSS all right that's a quick rundown of us these agenda what are we starting off with Summer trivia we are going to have a chance to win us some gift cards here a Starbucks or Amazon hop from there into a ton of going over real quick what a TSS does what they can do for you your organization and then from there I'm going to get into us the real star of the show today and that is our interview with Lisa Kwan here now after that we're going to be going into some trivia at the end here will you have more please to I win some gift cards and they were going to top things off your with a super-secret surprise all right now what is a CSS it stands for client success specialist are and what we do is right there in the name right we help you succeed without every at Leo site comes with a dedicated CSS all right they are the friendly faces you can go to offer just about anything with your site and also in the there are we are Specialists right we have been trained on the ins-and-outs of how edlio websites work specifically how to approach solutions from a teacher principal superintendent webadmin Prospect right we know everyone out there is when a lot of different hats at schools right so we are trained specifically on how to do with solutions for 48, you might find it at one of the great things about our team too. W in general we have a lot of former Educators on our teams here right so we we we understand what it's like to be in the class and we understand the problems that y'all are facing so again we are specialists in what we do and we are happy to help you are wonderful clients now what a does a CSS do we help you all see the bigger picture right you come to us with a question or no you're in need of some help we try to go on yes you is and try to see the bigger picture and fill in those gaps right I'm so we try to offer information but not just that right we try to offer wisdom and encouragement so we can help you do what it is you need to do with your school website and we are also I'm the bridge to other departments here within Aaliyah right I think our tech support team are our Dev team are product managers right let's say you're looking for a redesign or some really big design changes to your I need help with your branding we are the bridge to the Department's that can make that happen right we we we work with these people daily and we know the best way to go about getting these things done right so it's always in your best interest to reach out to your client success special or that information I wonder they actually on this previous like I did not mention here if you do not know who your client success specialist is reach out to this email right down here client success at Ed Leo. We will be happy to point you in the right direction and make an instruction are to your client success specialist in go ahead if you want to email change them we always recommend setting up a zoom meeting with them if possible to all right I just one last thing that we do down here at the heavy lifting right you have a lot on your plate all right so if you have a situation where you can you introduce us let us to intervene in a whether it's a you have a new employee and you want to get them up and running quickly and updating their site or whatever their responsibilities are with your school website reach out your client success patch I will be happy to go over a quick rundown with you over training options things like that or if you want to train a group of teachers write a group of teachers on how to integrate their Google classroom with their other site with their their teacher pages we can help you that alright I reach out your client success specialist for that but now to actually kind of get into even more of what your client success specialist can do we are going to speak with our clients Experian and really saquon right now so I can go ahead and stop sharing my screen here folks hello Eliza good to see you I'm doing well how are you doing thank you so much for joining us today for today is a webinar I folks Eliza is a very very busy person so it is a big deal that she has agreed to be here with us so I thank you Lisa I guess first question top-of-mind you just kind of give us a rundown tells little bit about yourself you know how long you been with Ed Leo and how long you been like in your your current role 3049 / 90 I'm by actually started as an assistant at to the Aquatic manager and I've gone through a lot of rules that at Leo on so I started at 9 and then the lead for the project managers and then I became the manager for the manager manager I've been in for just a dream I see really roasted the ranks here at unique take on how things look just because I I've seen a lot but I definitely understand what it feels like when you're brand-new coming into creating a new website so he gives me a lot of perspective when I talk to you I think everyone on our team considered you one of the ogs here we always always come prayer for guidance in your wisdom your experience up we always always appreciate that I'm not as our client experience manager at can you kind of elaborate a little more on the goal of the client success team open up front but if you could elaborate on that and maybe how they differ from our tech support team for example are you usually have technical issues that is something do insects Boards of course always willing to help and step in but what client success. That's a little bit different from offering Solutions before you even ask our goal for everybody who's using our website broadcast tools or whatever else you are using is that you are satisfied with the tool that you're using as well as making the best use of it making sure that it's making your job easier day today as well making it easier for your parents or students your community members anybody who's using your website you wanted to be easy for them to find information for you to update that information so that's where we really come and we're kind of your go to purse you're like I don't know what I don't know yet we're the ones to help you know that can you kind of go into detail about how our team has grown and evolved like in a time that you've been here so it's not even just client disgusting but just at Leo and general malt growing and we actually run out of space I'd like the main office like it was just kind of like one big space like everyone crammed into Italy bana stay so I got to sit at the front desk and everyone I'm so sure thought I was beyond because I was grumpy and things like that good morning to everyone when they came by when everyone left but that's how we had started a person be kept growing and kept adding to the team so some teams that didn't exist when I first started work as an in-house design team marketing success even when I first started finding new ways to improve our processes as well as make it easier for people who are weak at Leo I think it's one of my he's not working here too right I feel like we're always self assessing and just being like how how we can improve how we can grow and until you see like you know that the birth of these teams and it's a great thing to see that can you kind of go into like today play of a client success Specialist or what are they doing throughout the day everything that we're doing is work where you reaching out to you or responding to you so the goal is to always be your point of contact you never want to see where it's like you've heard from us once it's entire year that's that's never where we want to be wanted to be an ongoing open communication so that way you like that there's anything wrong with your website or do you just want a little bit of advice is to always come to us so that's that's where a lot of our day goes into is accomplishing any requests things like if you are up for renewal for helping you with your contract when you signing that renewal you should they are equipped with those but really it's all about enhancing the user experience will be really want to take advantage of all of those opportunities whenever we talk to you by will yet again reach out to your clients especially if you're looking for any car deals they are your go-to Source their questions in our registration forms we have some lunch ready to go to if you have any questions at all yet throw me the key when a future here we have time at the end here will be happy to get to them but yet so I'll go ahead click on that q and a future there and we'll go ahead and answer some questions we get in there now let's see now what seasons in early we're not members of the technical support team at the whole separate team there CSS can often kind of Step In to expedite help with mud lower-level cases that support team might see I can, sure what case is the csst might be able to assess yeah absolutely so while we are not extremely technical in nature we do we have to jump on things like if you need help up especially if you are asking about or things around like those types of things if you to check Nicole then we will always directions to Tech Support, cleaning up your website or maybe redesigning yet New York Life success specialist is so important we can give you a lot of tips and tricks of what we seen other people do so so what do we do we connect got to go along with that Racine what other websites are doing and we do get a lot of questions from clients hey I've seen this on another website I can watch them like this count leads to discussions of a redesign of the current site I'm kind of discuss the CSS team can help with the redesign process having a couple of things in mind about your school or your District which is what needs need to be met and what are currently being backed by your website so whether that is chance of finding it really hard to find scuba information or it's not easy enough to get to donate to your school or anything like that those are some things that we really want to hear from you guys so that way we can give you advice on what to do moving forward in the redesign because every schools needs is a lil you guys are focusing on need a really important aspects of your school and we want to make sure that the website is targeting those so that way you feel that it is giving you the best of everything so your community members we always like to hear feedback afterwards especially when people come back and they say everybody loves the website it's so easy to navigate we really love that there are pickling some you the top of the page things like that so just something to keep in mind is especially see all what is going to be useful to you I know it can be really distracting sometime to see the school the neighboring really flashy something or another but maybe that doesn't serve your purpose lower down on your page maybe not picking up the prime rib I stayed at the top so just some things to keep in mind actually took this kind of ties into a question that we received from one of the attendees today Nicholas Perino at Bronx Academy of promise Nicholas asked asked out what are some of the key components that make a great website and what should you be updating consistently to make sure you get the attention of the greatest number of people who come to your site I generally think of the users at a couple different group so we've got your parents your students and community members and what is York calendar because that is being updated on a daily basis know what time their rehearsal is like make sure drop them off on time or maybe I just want to come for open house or other things like that so your calendar I feel like it's something that is universally something that should always be on your website yes yes I'm actually I just wanted to point out to Nicholas for that questions we use that we're going to send you a gift card as well thank you for that more towards the newer or soon to be at Lea customers that were the first are they going to do after sending your contract is to hop on a call with a client success specialist for and onboarding, right so what can a new customer expect from that call and are what are some good questions or information that the client can bring to that calls to their to properly prepared absolutely still applies for what is it that you currently have a really working for you and what lacking because usually parents aren't shy about telling you what they don't like they they will come out and be like I can't find some other things is to always look at like whatever your prize in offers because there are so many features and tools that I feel like people can take advantage of that are free that come with it they don't use it on one of those are really like is okay it's wait wait for me what is so much easier to have somebody fill out a form online rather than doing the paper version and depositing a check to you you can do all of that online makes it so easy for the easy for you to what that information I need your bank account no need to deposit checks or go to the bank or anything like that it's it's all on myself that's one of the things I really really like when you go into a conversation with your CSS I would always recommend knowing like what you what you like what you don't like as well as talking over what ever you can offer your school that maybe you haven't considered using in the past I love you always always always be listening just Community there bring that feedback to us cuz we are happy to apply that to your site and kind of teach you some things that maybe you can do that or services that you could be using baby that you're not even over at question here are the 20 from Deanna Albert you know from Central Wilkes Middle School at the Anna asked what advice would you give to someone who has never use your services before so I'm assuming this is maybe someone who's new in their role how how how what advice would you give them you know what is one first communicating with their CSS if you are we can do a variety of different in his sleep of course God you are and I are doing right now where you are able to walk you through the website but that is really time-consuming I totally get it you're really busy throughout the day you can do bite-size training so weak that are around specific features in the website that you were like today I'm going to learn about how those are all free that you can look at those videos and if you're on a video person don't worry we've got ages with articles and screenshots really helpful for me I'm a very busy person so it always helps being able to kind of follow along and once you know it you know it you you don't really have to revisit the page that's okay you forget something you can always come back and review it and house weekly webinars that I highly you would change if you see something that you're like yes absolutely absolutely I'm actually Vienna's Africa images before but we also be sending you a gift card for that wonderful question their retail shops in the winter or water parks in summer at Leo has on busy season right so what does that mean for the client and how can your CSS help make the best use of those busy or is lower seasons is beef busiest time for everyone because you got parents coming back asking questions you have teacher coming back being with I forgot how to do things on the website and they're everyone's pulling you in different directions as well as all of the responsibilities that you already have on your so I would always recommend taking advantage of your own time and talking to us in the winter or or maybe even at the top of the summer things where you know people are going to be pulling you in in different directions and that you've got a little bit more time to spend on looking at your website camping changes things like that that is when it's time to talk to your CSS and we're also the least busy during that time because administrators are usually waiting until the coming back to school to talk to us so you won't get up if you want to zoom chat with us all the time what are what are some of the biggest challenges that are the Cs Team figures from from clients now days I would say . they are responsible for so many things. when I say things I'm not just talking about talking to your parents and community members were other admins I'm talking about the platforms the things that you actually have a job like your website newsletter school with a whole bunch of different people so you get yours I would always recommend that you look into consolidating and I didn't make the earlier all right so kind of a kind of dog is tying into that then what are some I like the most only requested features I'm they can be used with your edlio site and and how can you see if that's going to help with like getting those absolutely cell is our mobile apps so of course are you smart stay is responsive and you can look it up on a mobile browser button app gives you so much more to be able to do so it's not just the mobile version of your website it is a more targeted version of like your calendar events New New specific length but they don't have to like look through all of the stuff the flock that maybe you don't want to know by sight on your your parents don't forget it make sure that you registered for a field trip or something like that so you can do so much on the app of course there are two different versions on what your needs are there is charging that is a little bit easier for you where and then there is the other version where are you eating it every day you want to be in there all the time for everyone broadcast to Limetree bicep heard people talk about broadcast but what is it with our Communications will you got voice text emails anyway that parents like to be communicated with we've got it for you I'm up I know a lot of people set for simple things like a tendon or telling people or emergencies third one is former Pat mentioned it earlier it's something that is free please take advantage of that it is available in there and if you're looking to use any of these and you don't have them yet please reach out to us as any headed up on his screen earlier

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Making the Best Use of Your CSS - An Interview with Edlio’s Client Experience Manager [Edlio Webinar]

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