Certify Assessment Solutions

Is good customer service dying out? Did it ever exist?

At Certify, like others in the industry, we endeavour to stay up to date with our EdTech solutions, recognizing their vital importance in a world of evolving assessment needs and technology. We have a registration system that covers test takers and test centres, a modern linear authoring and delivery platform, and our own innovative remote proctoring platform.

However, it's rare for us to onboard a client who isn't already using some form of an exam or remote proctoring platform. They are often quite satisfied with the technology they're already using, and we make significant efforts to demonstrate how ours surpasses it. We emphasize that our solution is post-pandemic, more sophisticated, intuitive, and free from the legacy issues that plague older platforms. Nevertheless, these aren't necessarily the main factors driving our ability to attract new clients. The truth is, they often express dissatisfaction with the quality of service and support they receive at all levels. They complain that they're dealing with software companies rather than education management entities that truly understand their needs.

While AI and innovation are subjects of widespread discussion, perhaps we should place more emphasis on customer service. Could AI potentially bridge this gap as well?