Student support in EdTech: a study
Learn how to build student support and measure its quality, based on the experience of Russia's largest EdTech companies
How online schools organize student support: challenges, solutions and what's next
We surveyed Russia's largest EdTech companies and gathered Russian and international research on communication challenges in online education. Then we carefully analyzed everything and packed it into a short guide.
What you'll learn
How students' attitudes toward support have changed in recent years
Three student pain points that support solves
Ksenia Barkovskaya
Chief Student Service Officer, Karpov.Courses
One of the main pain points support solves is lost motivation. Student motivation can be external or internal. External motivation depends on three things: seeing the value of learning, which experts can strongly influence by talking about the profession and the market as a whole; a sense of progress; and a supportive environment, which is what mentors focus on. So roughly 50% of student motivation depends on the quality of support.
How EdTech companies measure the impact of support on the key metrics of their learning products
Marianna Snigireva
CEO, Netology
We see it in our own programs and in our competitors' experience: learning with no human interaction, where students are left alone with a computer, shows much worse learning outcomes. Dramatically worse.
How support works at different online schools: what sets each approach apart and what companies focus on
The challenges companies face and why they will reshape student support
Andrey Ivashurov
Head of Client Care, Yandex Practicum
It's very important for us to evaluate the support team's work with concrete metrics, and to do it on time. That takes tools where you can set up SLA policies and pull all kinds of data, so you can match the volume and quality of communication with a student against their learning outcomes and metrics.
How student support will change: what online schools think
Roman Rybkin
LMS Product Lead, GeekBrains
In the future, we want to move to a different way of assigning mentors. Instead of being tied to specific groups, there would be one shared pool of mentors for all of GeekBrains. A mentor who knows every track can look at a specific student's progress: where they've stalled and what they're struggling with.
Who took part in the study
We hope this guide sparks new ideas, helps you create a better student experience and is simply a good read.
We're the team behind Pachca, a team chat app. EdTech companies with tens of thousands of students run their student support in Pachca.
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