In the world of EdTech, creating a great user experience means ensuring that every learner, educator, and administrator can access and benefit from your platform. That includes individuals with disabilities—many of whom face unique challenges when navigating digital environments.

At CBE Customer Solutions, we believe accessibility and inclusion should be foundational, not optional. That’s why we work with EdTech clients to implement best practices that support users with disabilities, using a blend of training, technology, and empathy-driven service.

Training Teams for Accessibility

Accessibility begins with awareness. Your support team is the frontline of the user experience, and they need to be prepared to respond with patience, knowledge, and the right tools.

Best practices for team training include:

• Educating agents on different types of disabilities—visual, auditory, cognitive, and mobility-related
• Teaching inclusive communication strategies (e.g., using plain language, avoiding jargon, and offering to repeat or rephrase information)
• Practicing how to interact respectfully with assistive technologies like screen readers and TTY services
• Encouraging empathy and patience in every interaction

At CBE, our teams undergo specialized training to ensure they can meet the diverse needs of EdTech users, creating a smoother and more inclusive support experience from the start.

Using Technology to Support All Users

Technology is a powerful tool for supporting users with disabilities—but only if it’s used intentionally. That means offering digital tools and platforms designed with inclusivity in mind.

Here are some tech-driven best practices:

• Ensure support portals and websites are WCAG-compliant and screen reader-friendly
• Offer adjustable font sizes, color contrast options, and keyboard navigation in self-service tools
• Use live chat and messaging platforms that integrate with assistive tools
• Provide text-to-speech and speech-to-text options for users with hearing or mobility limitations

Make sure your multichannel support—phone, email, chat, and SMS—allows users to choose what works best for them.

At CBE Customer Solutions, we help clients assess and optimize their support systems to align with inclusive technology standards, ensuring no user is left behind.

Support That Empowers Every User

Supporting users with disabilities isn’t just about meeting standards—it’s about creating a digital environment that empowers every learner to succeed. With the right training, inclusive technology, and commitment to continuous improvement, EdTech companies can deliver customer support that’s as diverse as the people they serve.

At CBE Customer Solutions, we’re proud to partner with forward-thinking EdTech companies to make disability support a seamless part of the user journey. Because when support works for everyone, everyone wins.

Today’s EdTech platforms serve diverse users—students, educators, and administrators of all backgrounds, abilities, and learning styles. As the industry grows, so does the responsibility to ensure customer support is accessible, inclusive, and empowering for everyone.

At CBE Customer Solutions, we believe that creating inclusive customer support is not only the right thing to do—it’s also key to building stronger relationships, reducing frustration, and improving outcomes for all users.

Understanding Accessibility Needs

Accessibility goes beyond physical limitations. It includes a wide spectrum of needs—visual, auditory, cognitive, language, and mobility-related—and often varies by user. In the context of EdTech, this might include students who:

• Use screen readers or keyboard navigation
• Has attention or learning differences
• Are non-native English speakers
• Have limited internet or device access

To support this diverse user base, EdTech companies need to think inclusively from the start—and that includes the support experience. By understanding users’ accessibility needs, we can design systems that reduce barriers and create a smoother path to success.

Inclusive Support Practices

Creating a more inclusive support experience doesn’t always require massive changes—it starts with intentional practices that prioritize clarity, empathy, and accessibility.

Here are a few simple yet powerful practices:

• Use clear, jargon-free language in help articles and agent communication
• Offer multiple channels for support, including chat, email, phone, and text
• Allow for extended response times or flexible communication styles
• Train agents on inclusive language and accessibility awareness
• Provide consistent, respectful support—no matter the user’s background or ability

At CBE, our teams are trained to meet users where they are. Inclusive service is at the core of our support model, whether offering step-by-step guidance over the phone or supporting a customer who uses assistive technology.

Tools for Enhancing Accessibility

Technology can make or break an inclusive experience. Fortunately, many tools can help support teams serve a wider range of users without compromising efficiency or scalability.

Some key tools and features include:

• Screen reader-compatible platforms and accessible knowledge bases
• Live chat with adjustable font sizes and contrast settings
• Multilingual support options to help non-native English speakers
• Speech-to-text or text-to-speech tools for users with mobility or vision challenges
• Self-service portals that are designed with universal design principles

CBE Customer Solutions works with clients to ensure support tools and systems align with accessibility standards and create a frictionless experience for all.

Support for Everyone, By Design

Inclusion in EdTech doesn’t stop at the product—it extends to every touchpoint, including customer support. By embedding accessibility and inclusivity into support processes, EdTech companies can ensure that all users feel seen, heard, and supported.

At CBE Customer Solutions, we’re committed to helping our clients build support systems that adapt to every user’s needs—because great support is inclusive by design.

In EdTech, understanding how users experience your product is critical to providing strong, evolving customer support. Knowing what to improve starts with knowing what users think, and that’s where the right feedback tools and techniques come in.

At CBE Customer Solutions, we help EdTech companies turn everyday user interactions into valuable insights. Whether you’re just starting to build a feedback loop or want to sharpen your strategy, here are the most effective ways to collect and leverage feedback today.

Surveys and Polls

Surveys are among the most common and effective ways to gather structured feedback at scale. When designed intentionally, they offer targeted insights that help shape product decisions, training strategies, and support improvements.

Some survey formats to consider:

• • Post-interaction surveys to gauge support effectiveness
  • Periodic NPS or CSAT surveys to track overall satisfaction
  • In-app polls for real-time reactions to features or updates

To make the most of your surveys:

• • Keep them short and focused
  • Ask open-ended questions when possible
  • Time them at key moments in the user journey

EdTech surveys work best when users feel their input has a real impact, so make sure to follow up and show what’s changing based on their feedback.

Analytics and Behavior Tracking

While direct feedback is powerful, sometimes what users do speaks louder than what they say. User analytics and behavior tracking tools provide a deeper layer of understanding by showing how users engage with your platform.

Key tools and data to track:

• • Click paths and navigation heatmaps
  • Session recordings to see where users struggle or drop off
  • Time on page and feature usage patterns
  • Support ticket trends linked to user actions

This behavioral data helps uncover friction points that may not appear in a survey, allowing you to improve the customer experience proactively.

At CBE, we use insights like these to recommend changes in support flow, identify common issues, and help clients optimize their customer journeys.

Encouraging Open Communication

Feedback doesn’t always come in a form. Sometimes, the most meaningful insights come through open conversations with your users and your frontline support team.

Here’s how to create space for open communication:

• • Live chat and text-based support—make it easy for users to share their thoughts while resolving issues
  • Agent feedback channels—your support team hears it all; empower them to surface trends and suggestions
  • Community forums or feedback hubs—let users help each other while providing a space to speak freely

Building a strong communication culture shows your users that feedback isn’t just collected—it’s valued. When users feel heard, satisfaction and loyalty increase.

The Bottom Line: Smarter Feedback, Stronger Support

Collecting user feedback isn’t a one-time effort—it’s an ongoing strategy that drives growth and improvement. By using a combination of EdTech surveys, behavioral analytics, and open feedback channels, you can create a system that captures insights and turns them into better experiences.

At CBE Customer Solutions, we help EdTech companies implement the right feedback tools to power smarter decisions and more substantial support outcomes. The best way to serve your users is to truly listen to them.

Learn More

In the world of EdTech, where users range from tech-savvy students to busy educators and administrators, delivering exceptional customer support isn’t just about resolving issues—it’s about continuously improving the experience. And that improvement starts with one powerful tool: user feedback.

At CBE Customer Solutions, we know that feedback is more than a survey result or a star rating. It’s a direct window into how users experience your platform and a guide for what to do next.

Gathering Actionable Feedback

To be meaningful, feedback must be timely, specific, and user-driven. EdTech platforms face the unique challenge of serving diverse users with varying tech comfort levels and learning styles. That’s why it’s important to collect feedback from multiple perspectives—students, instructors, and support staff alike.

Some best practices for gathering valuable insights include:

• Post-interaction surveys that measure satisfaction and resolution quality
• In-app prompts or pop-ups for immediate feedback
• User interviews and focus groups to dig deeper into recurring issues
• Social media listening and review monitoring to catch unfiltered reactions

The key is to ask the right questions and capture feedback at crucial moments—after onboarding, post-support interaction, or when a user completes a key task.

Implementing Improvements

Feedback is only as valuable as the action that follows it. Once trends are identified, the next step is implementing improvements, showing users they’re being heard. That might mean:

• Updating FAQs or self-service resources
• Adjusting training for support agents based on pain points
• Streamlining response workflows for faster resolutions
• Refining product UX to reduce common support tickets

At CBE Customer Solutions, we partner with EdTech clients to help translate feedback into measurable improvements. We use tools like QA scorecards, feedback dashboards, and internal reporting to ensure the customer’s voice drives decisions.

Building a Feedback Culture

Long-term success in EdTech customer support requires more than responding to feedback—it requires creating a feedback culture. That means empowering both users and internal teams to contribute ideas, raise concerns, and take ownership of continuous improvement.

A strong feedback culture includes:

• Regular internal debriefs to review trends and adjust support strategies
• Encouraging support agents to surface user feedback in real-time
• Publicly recognizing user-suggested changes to build transparency and trust
• Using feedback data as a core KPI in support performance and team training

When feedback becomes part of the everyday process—not an afterthought—it leads to more engaged users, stronger support teams, and a more agile organization.

Closing Thought: Feedback as a Growth Tool

In EdTech, customer expectations are high and constantly shifting. By building systems to gather, analyze, and act on user feedback, companies can stay responsive, relevant, and ready to meet the next challenge.

At CBE Customer Solutions, we help EdTech companies embed feedback into their support strategies—so they don’t just hear their users, they grow with them.

Learn More

The EdTech landscape is evolving rapidly—and with it, the expectations of students, educators, and administrators. As new technologies reshape learning environments, EdTech companies must also adapt how they deliver support. The key to staying competitive? A future-ready support team.

In this blog, we’ll explore how to future-proof your EdTech support team so they can not only keep up with the pace of change but also lead the way.

Training for Emerging Technologies

To stay relevant in the EdTech space, support teams need more than strong communication skills—they need technical agility. New technologies are constantly being introduced, from AI-driven tools to cloud-based platforms and integrated learning systems.

Future-proofing your support team starts with:

• Ongoing technical training tailored to your platforms and tools
• Hands-on demos with emerging technologies to build confidence and familiarity
• Certifications or learning modules that reinforce both foundational and advanced skills

CBE Customer Solutions provides clients with highly adaptable agents trained in the latest tools and technologies. Whether it’s a chatbot platform or a student information system, our team is fully equipped to support it.

Adapting to Changing User Needs

Today’s users—especially digital-native students—expect fast, personalized, and flexible support. They want help when and how they need it, and through the channels they prefer.

To meet these demands, support teams must:

• Understand the different communication preferences of students, faculty, and admins
• Be empathetic and solution-focused
• Provide consistent support across text, chat, phone, and email
• Offer clear guidance for both tech-savvy and less tech-confident users

It’s about being as adaptable as the users themselves, and CBE’s omnichannel support strategy ensures every touchpoint meets users where they are.

Staying Ahead of the Curve

The EdTech space isn’t slowing down, and neither should your team. A proactive approach to support means constantly looking ahead, anticipating user challenges, and refining your team’s work.

Some best practices for staying ahead:

• Regular feedback loops from users and internal teams
• Continuous process improvement and performance tracking
• Keeping an eye on EdTech trends and user behavior shifts

At CBE Customer Solutions, we work closely with clients to scale and evolve their support models, providing not just people but strategy, insight, and innovation to help EdTech teams grow confidently.

The Bottom Line

Future-proofing your EdTech support team means building a flexible, tech-ready, and user-focused foundation. With the right training, tools, and partners, your team won’t just respond to changes—they’ll be ready for what’s next.

CBE Customer Solutions is proud to help EdTech companies deliver exceptional support that adapts to today’s users while preparing for tomorrow’s needs.