LMS support and customer service,
all year round

LMS support is the help a learning platform provider gives you to keep your LMS running smoothly and delivering value. At Thrive, LMS support services cover 24/7 help across live chat, phone and tickets, an on-demand knowledge base, and a named Account Director who works with your team on a documented success plan.

Every Thrive customer gets 24/7 support across live chat and phone, a dedicated ticketing system to track every request, and an on-demand knowledge base for self-serve answers. Alongside that, a named Account Director works with your team through a documented success plan, regular reviews and health checks.

You can get LMS support from Thrive through live chat and phone at any time, or by raising a ticket that you can track from first contact to resolution. Urgent issues can go through emergency phone lines with local numbers in the UK, US and Australia, and your Account Director is on hand for anything bigger picture.

Yes. An on-demand knowledge base works as your own LMS help desk, with step-by-step guides for anyone who'd rather solve something themselves. It's backed by live chat, phone and ticket support whenever you'd rather speak to a person.

Nominated ticket admins in your organisation can raise and track requests with clear ownership, and admins get access to platform enablement webinars, quarterly help clinics and optimisation workshops to get the most from Thrive.

Thrive's support team responds three times faster than the industry average. Urgent issues raised through the emergency phone lines follow a clear escalation process, so nothing gets lost along the way.

Yes. Everyday questions are handled quickly through live chat and tickets, and more complex issues are escalated to a dedicated technical specialist. For extra hands-on help, Thrive also offers a dedicated expert support service.

Your Account Director works with you through regular project calls, quarterly business reviews and an annual alignment meeting, so there's a consistent rhythm of contact rather than one-off check-ins.

A Thrive customer success plan sets out your goals and KPIs, focused on the outcomes that matter most to your organisation. Your Account Director uses it to guide the support you receive and to track progress at every review.

Adoption is assessed through an annual health check report and review session, alongside quarterly business reviews that measure performance against your original goals. Data Analysts can help you dig deeper into how your platform is being used, and learner engagement support helps you act on what you find.