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Customer Support Reimagined!
As we endeavor to bring greater value, we are excited to confirm that we began the process of enhancing how we support our customers.
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Along with change comes questions, and we’ve answered some of the most common ones here at our FAQ page.
Why are you changing your customer support team?
We appreciate that our customers were experiencing some challenges with the outsourced customer support model while there was also an expressed request for customer support agents with an understanding of the field, assessments, and the clinical assessment industry. This new model focuses on bringing a wide team of high-caliber Pearson employees together that are focused on enhancing your Customer Experience.
When will this change occur?
This progressive transition began in July and will continue throughout the remainder of 2022.
What will I need to do to prepare for the change?
There is nothing that you need to prepare for. We would like to ensure that you are also aware of your self-service options if you are pressed for time.
What will be different with this new support process?
The new support process is intended to focus on enhancing your customer experience. Feedback from our customers suggests that you require empathetic agents, a seamless interaction with minimal hand offs, proactive support, and quick resolutions. Given this feedback, these are the primary areas that we are focusing on while being mindful of the wide range of feedback we’ve received.
How do I request support after the transition?
You will have the same channels available to you.
Phone support: 1-866-335-8418
Email support: email@example.com
If I call in today, will I get a Person-based Customer Care Representative?
Our Customer Experience team has prepared to support you while we are in the process of transitioning our phone and support resources away from our outsourced team. This process has taken place over the summer, and we plan to be in full swing with our Pearson-based Customer Support team in the United Stated after our Back to season begins. We currently have Pearson-based Customer Experience Specialists in the US answering customer inquiries via phone and email channels.
Will these services be offered in French?
Yes! As we roll this out it is our plan to offer both French speaking general support and French technical support by early 2023.