Helena Kekkonen, an Italian Finn, is responsible for Apprix Helpdesk. How does an acclaimed professional service attitude meet the wishes and questions of online training course creators?
Your motto in work?
We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.Jeff Bezos
Hospitality is very important and significant for me. I take the requests and questions of all our customers seriously. Customer support is not merely about technical skills – it also requires consideration of the customers and willingness to listen to their needs.
For me, all of our customers are important.
You communicate with different kinds of customers every week – can you tell what a typical Builder user is like?
Builder serves many kinds of course creators. Training courses can be created by anyone, from managers to HR personnel and, for example, persons responsible for safety inductions at construction sites or production facilities.
What guidance is available to users for creation of online training courses in Builder?
We make every effort to resolve the issues reported and challenges related to using Builder as soon as possible. I have saved feedback and generic questions submitted by customers and used the information on the Help and FAQ pages of the Builder.
Customer feedback is worth a fortune for us, as our objective is to help and support using Builder in every way possible.
Your message to Builder training creators?
I have seen truly excellent and masterful Builder courses: “Practice makes perfect”.
Boldly make use of different elements, colours, and images! These enhance interactivity and render the training courses more fascinating for the end users.
Service Desk Manager
The key to learning á la Helena:
Vivere est cogitare. To Live Is To Think.