Make It Easy for Users to Get Answers Quickly and Efficiently With End User Support

Help desks can get bogged down when it comes to juggling multiple tools, software and security. And oftentimes, there aren’t enough resources to provide users with timely, efficient support. Wait times can get lengthy, leaving users without assistance for even the simplest issues, which can ultimately cause their experience to suffer.

Supply your Brightspace users with the help they need, when they need it, so your support team can focus on other IT needs. From digital communication, including chat and artificial intelligence (AI)-powered contextual help to a fully branded help desk with a dedicated support manager, our End User Support (EUS) team can provide a quality-first approach with regular reporting that saves you time and helps boost your impact.

What Do End User Support Services Offer?

Convenience and flexibility are at the heart of the EUS, equipping you with valuable resources and enabling you to offer users a wide variety of support channels:

• Offer real-time, around-the-clock services: live chat, email and toll-free phone options.
• Embed generative AI-powered help into the learning environment with D2L Lumi Chat.
• Triage issues through a customized help desk with workflows that fit your needs.
• Understand trends and user satisfaction through a regular case review process.
• Get expert advice to help streamline and improve the user experience.
• Reduce wait times and make it easy for users to get the support they need, when they need it.
• Provide answers to FAQs at your organization through a custom self-serve portal.
• Help more users in less time by augmenting your help desk by adding access to a team of D2L experts.

End User Support at D2L is great. Not only do they solve the problem at hand, but they also leverage data to anticipate issues before they become a problem.

Jackie Barker, director, VMWare IT Academy

What’s D2L Lumi Chat?

D2L Lumi Chat is a newly upgraded generative AI help tool seamlessly embedded within Brightspace, designed to be your first point of contact for support. It resolves 98% of interactions in under three minutes and offers immediate, 24/7 assistance on any device. What sets D2L Lumi Chat apart from competitors is its ability to tailor support to your unique needs. Whether you’re a learner, instructor or administrator, the tool delivers personalized assistance based on your role, site and preferred language. Learners receive resources specifically designed for them, while instructors access guidance relevant to their teaching needs. 

Beyond role-based support, D2L Lumi Chat can also answer frequently asked questions unique to your organization, such as inquiries about policies, financial aid or enrollment services. This reduces the volume of support tickets, speeds up response times, and enhances the overall support experience for everyone in your learning community. 

With D2L Lumi Chat, help is always just a click away—empowering your learners and educators to focus on what matters most: learning. 

D2L Lumi Chat consistently provides our students, faculty and staff with immediate help when it is needed most. Members at all levels of our university take comfort in knowing that they can access relevant support information directly in Brightspace without needing to leave the platform. D2L Lumi Chat helps relieve IT’s workload along with our other administrative support resources. This time saved allows us to provide higher-quality and more timely support to our end users.

Angelo Martinello, senior application support specialist, Rosalind Franklin University of Medicine and Science

Around-the-clock support channels help improve user satisfaction and allow more time for instructors and learners to focus on their teaching, learning and growth goals (and for your team to tackle strategic projects).