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.