Recipient of FuseDesk’s Commitment to Excellence Award
High Quality Online Counselling Resources and Training
When Kenneth Kelly and Rory Lees-Oakes taught counselling at a local college, they ended up with hundreds of hours of materials related to counselling theory and practice.
That huge stockpile sparked an idea to start an online counselling resource service. They founded Counselling Tutor, a company that offers resources and training to students, counselors and psychotherapists.
Kenneth’s wife Colette, and now Operations Manager of Counselling Tutor, explained what happened next. “When our students graduated, they needed additional resources at the post-graduate level. We then developed the second part of our business, which is online training and continuing education for practitioners, and added even more niche content.”
A Focus on the Customer
The industry typically does training in person, but in today’s world online resources make sense. “We are purely online,” said Kenneth. “That way we can serve more people and they can learn at their own pace. Even as more businesses adjust to an online model, we maintain the market lead as we continue to innovate and improve.”
Counselling Tutor is extremely customer focused. “Our entire business is designed to serve our customers so they can serve their clients,” said Colette. “If they can use our resources, they benefit. We assist our customers any which way we can.” Kenneth knows that not every customer is computer savvy.
“This is usually a second career for our customers later in life,” he said. “Online courses can bring barriers for our average customers. We need to hand hold and support them every step along the way.”
For example, one particular customer contacted their team saying it’d be really nice to have transcriptions for training videos. She was hard of hearing and found the videos difficult to use. Kenneth shared, “We only needed to hear that once and brought it up at our team meeting. We’ve now gone through hundreds of videos and have been adding transcripts. That’s LISTENING. We’ve heard our customers and implemented it for the benefit of all.”
At Counselling Tutor they know that CRM (Customer Relationship Management) is crucial to their success. “It’s our job to remove roadblocks by providing the information our customers need,” said Kenneth. “We know that customer satisfaction increases our Customer Lifetime Value.”
“FuseDesk gives our company a tangible metric on how many people we support, “said Colette. “Prior to that, we just replied to an email. Maybe we get a reply or maybe we don’t, without any way to measure satisfaction. Now with FuseDesk we can see areas of need, which rep does the most work and how long it takes to resolve an issue. It’s made a marked difference in our efficiency.”
Kenneth said that retention is a metric that is the trickiest thing to measure. “Feedback in FuseDesk is an incredibly useful tool, also using FuseDesk case tags. The formula is in our spreadsheet.”
Going the Extra Mile for Customers with FuseDesk
Colette and Kenneth know that support spans a good business from first touch. They take the time to respond to customers, even when there is no opportunity to sell a Counselling Tutor product. FuseDesk plays a big role in helping customers.
Kenneth puts it this way. “You guys at FuseDesk have SO hit the nail on the head and we are SO happy. You have exceeded our expectations. We recognize that we’re right in the beginning stages and we’re still learning. We’re using the chat feature and we are so excited. We haven’t even unlocked the full potential of FuseDesk. We can serve our customers faster and better. THE TEMPLATES, oh MAN, simply amazing!”
Colette added that with FuseDesk any Counselling Tutor team member can pick up where another left off. “With the click of a button we pull in membership login details and reply back instead of copying and pasting between systems over a lengthy process,” she said. “FuseDesk is a way to CONSISTENTLY respond back and handle an issue between agents. There’s uniformity and continuity in our replies.”
“The FuseDesk team is there and the ease of getting support is blissful. FuseDesk is a phenomenal tool and it’s making a massive difference to our business.”
Excellence is Attainable.
Find out how businesses like yours are delighting their customers with FuseDesk, THE Integrated Help Desk and Messaging Platform for Small Business.
“FuseDesk is a way to CONSISTENTLY respond back and handle an issue between agents. There’s uniformity and continuity in our replies. The FuseDesk team is there and the ease of getting support is blissful. FuseDesk is a phenomenal tool and it’s making a massive difference to our business.”
– Colette Kelly, Counselling Tutor