# Student support in EdTech: a study > How Russia's largest EdTech companies build student support and measure its quality. A study by the Pachca team. Источник: https://pachca.com/en/research-soprovozhdenie-v-edtech How Russia's largest EdTech companies build student support and measure its quality [Download the study](https://pachca.com/research/Research_Pachca_full_web.pdf) Copy link ## 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](https://pachca.com/assets/research/card-icon-1.svg) ### How students' attitudes toward support have changed in recent years ![Three student pain points that support solves](https://pachca.com/assets/research/card-icon-2.svg) ### Three student pain points that support solves ![Ksenia Barkovskaya](https://pachca.com/assets/research/edtech/logos/karpov.svg) ![Ksenia Barkovskaya](https://pachca.com/assets/research/person-1.avif)![Quote](https://pachca.com/assets/research/quote-icon.svg) 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](https://pachca.com/assets/research/card-icon-3.svg) ### How EdTech companies measure the impact of support on the key metrics of their learning products ![Marianna Snigireva](https://pachca.com/assets/research/company-2.svg) ![Marianna Snigireva](https://pachca.com/assets/research/person-2.avif)![Quote](https://pachca.com/assets/research/quote-icon.svg) 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, leads to much worse learning outcomes. Dramatically worse. ![How support works at different online schools: what sets each approach apart and what companies focus on](https://pachca.com/assets/research/card-icon-4.svg) ### 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](https://pachca.com/assets/research/card-icon-5.svg) ### The challenges companies face and why they will reshape student support ![Andrey Ivashurov](https://pachca.com/assets/research/company-3.svg) ![Andrey Ivashurov](https://pachca.com/assets/research/person-3.avif)![Quote](https://pachca.com/assets/research/quote-icon.svg) 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](https://pachca.com/assets/research/card-icon-6.svg) ### How student support will change: what online schools think ![Roman Rybkin](https://pachca.com/assets/research/company-4.svg) ![Roman Rybkin](https://pachca.com/assets/research/person-4.avif)![Quote](https://pachca.com/assets/research/quote-icon.svg) 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 ![GeekBrains](https://pachca.com/assets/research/edtech/logos/gb.svg) ![Skillbox](https://pachca.com/assets/research/edtech/logos/skillbox.svg) ![Yandex Practicum](https://pachca.com/assets/research/edtech/logos/yap.svg) ![Skillfactory](https://pachca.com/assets/research/edtech/logos/skillf.svg) ![Netology](https://pachca.com/assets/research/edtech/logos/net.svg) ![Karpov.Courses](https://pachca.com/assets/research/edtech/logos/karpov.svg) ![Ultimate Education](https://pachca.com/assets/research/edtech/logos/ue.svg) ![EdPro](https://pachca.com/assets/research/edtech/logos/edpro.svg) ![Webium](https://pachca.com/assets/research/edtech/logos/webium.svg) ![Hexlet](https://pachca.com/assets/research/edtech/logos/hexlet.svg) ![GeekBrains](https://pachca.com/assets/research/edtech/logos/gb.svg) ![Skillbox](https://pachca.com/assets/research/edtech/logos/skillbox.svg) ![Yandex Practicum](https://pachca.com/assets/research/edtech/logos/yap.svg) ![Skillfactory](https://pachca.com/assets/research/edtech/logos/skillf.svg) ![Netology](https://pachca.com/assets/research/edtech/logos/net.svg) ![Karpov.Courses](https://pachca.com/assets/research/edtech/logos/karpov.svg) ![Ultimate Education](https://pachca.com/assets/research/edtech/logos/ue.svg) ![EdPro](https://pachca.com/assets/research/edtech/logos/edpro.svg) ![Webium](https://pachca.com/assets/research/edtech/logos/webium.svg) ![Hexlet](https://pachca.com/assets/research/edtech/logos/hexlet.svg) ![GeekBrains](https://pachca.com/assets/research/edtech/logos/gb.svg) ![Skillbox](https://pachca.com/assets/research/edtech/logos/skillbox.svg) ![Yandex Practicum](https://pachca.com/assets/research/edtech/logos/yap.svg) ![Skillfactory](https://pachca.com/assets/research/edtech/logos/skillf.svg) ![Netology](https://pachca.com/assets/research/edtech/logos/net.svg) ![Karpov.Courses](https://pachca.com/assets/research/edtech/logos/karpov.svg) ![Ultimate Education](https://pachca.com/assets/research/edtech/logos/ue.svg) ![EdPro](https://pachca.com/assets/research/edtech/logos/edpro.svg) ![Webium](https://pachca.com/assets/research/edtech/logos/webium.svg) ![Hexlet](https://pachca.com/assets/research/edtech/logos/hexlet.svg) 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. [Learn more](https://pachca.com/en/for-education) ## Download the study Get the PDF if that's easier for you, but the print version is way cooler [Download PDF](https://pachca.com/research/Research_Pachca_full_web.pdf) ## Get the print version It's free Leave your contact details and we'll get in touch to send you a printed copy of the study