The Hidden Friction in EdTech Support (And How to Fix It) 

The Hidden Friction in EdTech Support (And How to Fix It) 

by | Jul 17, 2025 | Blog, EdTech

Today’s EdTech platforms promise ease, speed, and seamless access to learning. However, many education providers are losing students, parents, and educators to frustration, not because of poor content or tools, but due to hidden friction in the customer support experience. 

 

Support is integral to the learning experience, not merely a back-end function. Inadequate support leads to user disengagement, not just submitted tickets. Let’s explore where this hidden friction appears, its impact on your users, and what you can do to address it. 

 

Support That Feels Like a Barrier

From K-12 to higher ed, EdTech users face challenges everyday. Login issues, billing questions, course access problems, device compatibility issues, and more. These issues are normal, but the problem is how they are handled. When support is slow, robotic, or hard to reach, users feel stuck. Students fall behind, parents get frustrated, educators lose trust in the platform. The learning stops before it even starts. 

 

Why Friction Costs More Than Time

Every unanswered question is a missed opportunity to build trust. Friction in the support journey leads to: 

  • Increased churn and decreased renewals 
  • Negative word of mouth among school networks or peer groups
  • Distrust from parents and teachers who rely on the platform daily
  • Strained internal teams trying to juggle education and tech problems 

It’s not just a help desk issue, it’s a reputation issue. 

 

What CBE Customer Solutions Brings to the Table

For EdTech companies, every moment in education matters. Yet, many struggle to provide the customer support their users deserve. CBE Customer Solutions understands these challenges. That’s why we partner with EdTech companies to deliver customer support that not only drives efficiency but also creates profound educational impact.

 

Here’s how we support you:

  • Live, empathetic agents who understand education workflows and communicate with care
  • Omnichannel support that meets users where they are, from chat to voice to email 
  • Scalable staffing models that flex with academic calendars, peak enrollment, or software rollouts 
  • Process refinement to eliminate common support delays and repeat contacts 
  • Brand matched service so every interaction reflects your tone, mission, and values 

We don’t just answer questions. We help users stay connected to their learning goals. 

 

What Happens When You Remove the Friction 

When support is seamless, students stay engaged, parents feel reassured, educators become advocates, and your platform becomes a trusted part of the learning ecosystem. That’s the difference between being just another tool and being an essential partner in education.

Why Fintech Customers Leave: 4 CX Breakdowns You Can’t Ignore

Why Fintech Customers Leave: 4 CX Breakdowns You Can’t Ignore

by | Jul 15, 2025 | Blog, FinTech

As digital financial services continue to evolve, customer expectations are growing at a faster pace than ever. While fintech companies aim to deliver speed, security, and seamless service, many fall short, leading to customer frustration and churn. Here are four common CX breakdowns that fintechs can’t afford to ignore. 

  • Clunky or Disappointing Digital Experience

Fintech customers expect intuitive, mobile-first platforms that feel effortless to use. But when the experience is slow, confusing, or inconsistent, trust erodes quickly. Industry growth is projected at over 16% annually through 2032, yet “shifts in consumer expectations” remain key obstacles when platforms don’t feel fast or intuitive. Fast loading, simple navigation, and friction-free onboarding aren’t optional, they’re critical. 

  • Poor Customer Support: The Human Touch Still Matters

While automation and AI are central to scalability, customers still want to feel understood and valued. Nearly 70% say that they expect digital tools to feel more “human”, and a significant portion would switch providers after a poor support interaction. In moments of confusion or urgency, empathy and responsiveness make all the difference. Pair automation with real-time human support to build loyalty where it counts. 

  • Security Lapses & Fraud Erase Trust Instantly

The explosion of digital transactions has made fraud prevention a top priority. Yet customers are quick to leave when security feels reactive or vague. Transparency, communication, and rapid resolution are now just as crucial as back-end security systems themselves. Trust is fragile. Don’t let silence after a breach break it. 

  • Regulatory Non-Compliance & System Failures

From delayed updates to system outages, even back-end issues impact the user experience. With increasing scrutiny across financial institutions, companies that don’t embed compliance and stability into their operations risk frustrating users and falling behind. Reliability and compliance aren’t just internal goals; they’re customer-facing values.

 

Why It Matters, And How CBE Can Help

The stakes are high, and every interaction counts. A single poor experience can cause a customer to leave. Not just your platform, but your brand entirely. That’s where we come in. 

CBE Customer Solutions specializes in helping fintech companies create customer experiences that retain users, build trust, and scale efficiently. Our trained customer care teams offer: 

 

  • Omnichannel Support that blends speed with empathy
  • Fraud Support services that resolve issues quickly and clearly 
  • Regulatory-Compliant Processes backed by decades of experience in highly regulated industries
  • Flexible Staffing Models to help you scale during growth, product launches, or increased demand
  • Seamless Integration with your brand tone, values, and digital tools

 

Whether you’re solving a CX gap or preparing for your next stage of growth, CBE Customer Solutions helps you meet the moment and exceed expectations. 

 

CBE Companies Receives 2025 BBB Torch Award for Ethics

CBE Companies Receives 2025 BBB Torch Award for Ethics

by | Jun 24, 2025 | Press Release

FOR IMMEDIATE RELEASE

[Cedar Falls, IA] – [June 24, 2025] – CBE Companies is honored to be named a 2025 Torch Awards for Ethics recipient by the Better Business Bureau, recognizing its commitment to ethical leadership, transparency, and long-term trust-building across all areas of its business.

 

CBE Companies delivers customer care and BPO solutions through its family of brands: CBE Group, CBE Customer Solutions, and LocateSmarter. What began as a small credit bureau in Iowa in 1933 has evolved into a global organization known for its integrity, innovation, and strong community values.

 

“This award is not just a reflection of our company — it’s a reflection of the people behind it and how we engage with consumers,” said Erica Parks, President and CEO of CBE Companies. “Our team has built a culture rooted in integrity, transparency, and purpose. We don’t see ethics as a checkbox; we see it as the foundation of trust, and in turn, trust as the currency of sustainable leadership.”

 

CBE’s ethical foundation was shaped by Owner and Chairman, Tom Penaluna, who transformed the company in the 1980s with a vision for national expansion built on a people-first culture. That legacy continues today. From regulated client partnerships to employee development and local philanthropy, ethics guide every aspect of the CBE’s operations.

 

Each quarter, CBE employees raise over $15,000 for local causes selected by employee vote and continue long-standing partnerships with organizations like the United Way. In the Philippines, CBE teams contribute through education programs and medical missions, reinforcing the company’s commitment to giving back globally.

 

“We are committed to doing the right thing, even when no one’s watching,” Parks added. “It shows up in how we lead, how we serve our customers, and how we show up in our communities. We believe that ethical business is good business.”

 

The BBB Torch Awards for Ethics celebrate businesses that build trust through strong character, ethical practices, and community engagement. For CBE, it’s a symbol of the standards they live by every day, and the kind of partner they strive to be.

 

About CBE Companies

Founded in 1933, CBE Companies is reimagining what partnership should look like: intentional, transparent, and deeply invested in mutual success. We specialize in outsourcing and contact center solutions designed around each brand’s values and vision. Our flexible delivery model is backed by enterprise-grade compliance and security but delivered with the care and agility of a boutique provider.

 

With more than 1,200 employees across the U.S. and the Philippines, including a strong remote workforce, our teams are immersed early, empowered with smart technology, and driven by a customer-first mindset. We work closely with clients to co-create performance strategies, offer turnkey onboarding, and support proof-of-concept programs that prioritize measurable outcomes and long-term growth.

 

At CBE, we don’t just deliver, we collaborate, innovate, and show up with integrity every time.

 

Learn more at www.cbecompanies.com or contact us at info@cbecompanies.com. 

Media Contact:
Casey Cipoletti
Vice President of Marketing
304.751.7212
Casey.Cipoletti@cbecompanies.com

Planning for the Next Generation of EdTech Customer Support

Planning for the Next Generation of EdTech Customer Support

by | May 13, 2025 | EdTech

As technology continues to evolve and digital learning becomes more personalized, the expectations placed on EdTech support teams are only increasing. Today’s solutions won’t meet tomorrow’s demands unless we begin planning now. The future of customer support in EdTech isn’t just about reacting—it’s about anticipating, adapting, and growing continuously alongside the users we serve.

 

At CBE Customer Solutions, we believe in preparing our partners for what’s next because the next generation of learners, educators, and institutions is already here.

 

Anticipating Future Needs

To plan effectively, EdTech companies must first look forward. What will students and educators expect from support experiences five years from now? How will platforms evolve? What challenges will users face as digital classrooms become more advanced?

 

Some key trends we’re watching:

  • Increased personalization

    More students expect tailored learning paths, which extends to how they receive support.

  • Mobile-first learning environments

    With the rising usage of mobile apps, support must be optimized for on-the-go experiences.

     

  • Global accessibility

    As platforms scale globally, multilingual and culturally sensitive support will be non-negotiable.

     

  • Heightened privacy concerns

    With more data being collected, users will demand secure, transparent interactions.

 

At CBE, we help clients anticipate these shifts by forecasting user needs and building scalable strategies that support the full digital learning journey.

 

Leveraging Emerging Technologies

To meet these future needs, support teams must be equipped with emerging technologies that drive both efficiency and personalization. Integrating the right tools can streamline operations and enhance the user experience at every touchpoint.

 

Tech to watch and implement:

  • AI and automation

    From chatbots that handle FAQs to intelligent routing systems, automation will be key for speed and consistency.

  • Predictive analytics

    Data-driven insights can help teams anticipate support requests before they happen.

  • Omnichannel platforms

    Unified communication systems will allow users to start a conversation on one channel and finish it on another without losing context.

  • Performance-tracking dashboards

    Real-time reporting empowers managers and agents to adjust in the moment, not just after the fact.

 

At CBE, we leverage technology like CollaborationRoomAI and Zenerate to support agent learning, performance monitoring, and personalized service delivery, ensuring we meet and exceed expectations.

 

Setting Goals for Continuous Growth

Planning for the next generation of EdTech support also means embedding a mindset of continuous improvement into your team’s culture and infrastructure. The goal isn’t to set goals and forget them—it’s to set goals, measure progress, and refine as you go.

 

Strategies for long-term success:

  • Establish support KPIs that evolve as your platform grows
  • Create feedback loops between users, support teams, and product development
  • Schedule regular audits of support performance and customer experience
  • Foster a culture of adaptability through ongoing training and development

 

CBE Customer Solutions works with clients to define long-term success and build roadmaps that align with their mission, values, and users’ evolving needs.

 

Support That Scales with the Future

The next generation of EdTech support isn’t about just keeping up—it’s about staying ahead. By anticipating needs, embracing innovation, and committing to continuous growth, EdTech companies can create support experiences that grow with their users and stand the test of time.

 

At CBE Customer Solutions, we’re ready to help you plan smarter, grow stronger, and support better—today and for what’s next.

Lessons Learned from Successful EdTech Support

Lessons Learned from Successful EdTech Support

by | May 8, 2025 | Blog, EdTech

Behind every great EdTech experience is a support team that knows how to adapt, respond, and connect. Whether it’s guiding a user through a technical issue or managing a high-volume rollout, successful support is built on strategy, empathy, and constant learning.

 

At CBE Customer Solutions, we’ve seen firsthand what drives truly effective customer support in the EdTech space. The most successful support systems share common strengths, from training and tools to scalability and communication. In this blog, we’ll break down the key practices that lead to better experiences for both users and support teams—and how you can apply them.

 

Key Takeaways for Improvement

Over time, we’ve identified a number of strategies that consistently help EdTech support teams improve performance and strengthen customer relationships:

 

  • Invest in role-specific training

    Tailoring knowledge to user types—educators, students, and administrators—makes support more relevant and efficient.

 

  • Create scalable support plans

    Be ready to flex during peak times, product launches, or seasonal spikes without sacrificing quality or speed.

 

  • Centralize knowledge sharing

    Empower agents with living playbooks, real-time updates, and easily accessible FAQs to reduce guesswork and boost consistency.

 

  • Prioritize omnichannel service

    Today’s users expect to reach support in the best way possible—via chat, voice, email, or SMS. A strong omnichannel approach improves resolution speed and satisfaction.

 

  • Track meaningful metrics

    Use KPIs like first-contact resolution, average handle time, and CSAT to assess performance regularly and highlight areas for growth.

 

Building on Strengths

Sustained success in customer support doesn’t come from one-time wins—it’s about continuous improvement. The strongest EdTech organizations regularly evaluate what’s working, adjust what isn’t, and build scalable systems that evolve with their users.

 

At CBE Customer Solutions, we help EdTech clients identify strengths in their current approach and turn them into repeatable, high-impact strategies. Whether it’s refining onboarding processes, optimizing escalation flows, or scaling service capacity, our team is committed to building solutions that grow with you.

 

Learning Through Service

Successful EdTech support is more than just solving problems—it’s about learning from every interaction and using that insight to improve. When teams are empowered to reflect, adapt, and act, the result is stronger support, happier users, and long-term success.

 

At CBE Customer Solutions, we combine strategy, training, and real-world experience to help EdTech companies deliver standout service every step of the way.