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.