Digital Learning Support – 3 Great Tools for Real-time Problem Solving

The last years of constant connectivity and rapid technological development have solidified one specific behaviour. People expect and want things to happen now rather than later – they seek instant gratification. This has resulted in e.g. customer service functions in many industries improving their accessibility by introducing hotlines and online channels. This phenomenon is making its way to the corporate world as well. It’s no longer acceptable to leave emails or inquiries for weeks or even days without a reply. This also affects L&D professionals, who are tasked with supporting the learning infrastructure of the company as well as the learners. Hence, we introduce you three great tools for providing effective digital learning support.

1. Chat modules provide a basic level of digital learning support

A simple chat module is a great way of providing real-time responses to rudimentary learning inquiries. You can find many different systems quickly, some of them even free. You can often easily incorporate these to a company website, intranet or a digital learning environment. This creates a help desk for the employees to go to when they encounter problems with their learning. The problems will not get buried in email boxes and you can solve them faster. This results in less downtime for the learners, which translates to better efficiency. Also, you can easily configure and manage the chat systems to enable small teams cater to large user bases. All of the modern chat modules come with mobile interfaces as well as support ticket management. These help the L&D support staff to support queries on the go and keep track of all the activities.

2. Using Video Chats to provide quick, real-time learning interventions

Going a bit further, we can add picture and sounds the text based chats. Result: a video chat! Video chats provide a great way to provide quick interventions or guidance to the learners. If verbal explanations and support are not enough, staff can easily share screens to show how they do things. Furthermore, this can also help the L&D department to troubleshoot issues with the learning systems, as they are are able to access live footage remotely. Also, video chats can be used to provide virtual instructor-led training and virtual coaching.

In terms of usability, lighter systems which can connect people with just 1-2 clicks work the best. Effective real-time digital learning support requires effortless accessibility, which traditional video conferencing software sometimes fails to provide. Also, video chats, as well as normal chats, work best when integrated with your own learning systems. This way, you can easily pool the data from them with your overall learning data. This helps to provide better learning insights and single out situations where you need to intervene.

3. Using AI-powered chatbots to reduce manual labour

Thanks to the adoption of the previous tools, chatbots are also becoming increasingly available to reduce the amount of manual labour that goes into support functions. For L&D, chatbots can effectively be used the same way as traditional chats. People can communicate with chatbots, who with a bit of training will be able to answer basic queries related to learning. This AI powered technology can help to alleviate a lot of pressure from the L&D staff by handling the low-value-add inquiries. Hence, the learning professionals are able to put their time where it matters – in the high-value interventions.

Furthermore, you could easily incorporate chatbots into the learning content as well. Employees could engage the chatbots when faced with subject-matter specific enquiries. This type of use provides a great way for doing on-demand performance support. Also, you can easily configure chatbots to become interactive, engaging and even funny FAQ portals. Just type in your questions and let the bot do the rest!

How do you handle learning support in your organisation? Are you making sure that learning downtime stays at the minimal? If you’d like to find out more about these digital learning support tools, just drop us a note¬†or chat with us!


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