Switching to a new special education service provider can be a difficult process—but taking a careful look at the quality of their help services can save you a lot of trouble down the road.
A good vendor is usually one that offers several types of help services to ensure product and service compliance and to help customers achieve their best results. These services are your way of staying connected to the vendor. At minimum, good Help Services should include:
- Responsive customer service
- Simple, clear answers for common questions
- Training options for every user, at every level
- Consistent communication and collaboration to keep things on track
Here’s how to choose a provider that supports you consistently, so you’re set up for success for many years:
Customer Service – Not Just Resolving Issues
Problems come up. When they do, will your vendor be ready to help you or your team? Strong customer service is the cornerstone of effective vendor support. When challenges arise or questions emerge, it’s essential that your vendor is equipped to respond promptly and knowledgeably.
However, customer service is more than just about fixing problems; it is the ongoing bridge between your team and the Special Education software provider. A vendor committed to high-quality service will have a team of well-trained representatives who understand the product in depth and can assist with a wide range of concerns.
Reliable vendors also offer multiple avenues to reach their Customer Service or Help Desk. These options should include email, phone support for immediate needs, and a tech-ticketing system to track and manage inquiries efficiently.
An additional best practice is for the vendor to assign a dedicated point of contact, such as a Customer Success Manager or Account Manager. This individual serves as a consistent liaison between your organization and the vendor, offering personalized guidance and ensuring alignment with state and district-specific regulations.
Regular check-ins with this main contact can promote ongoing engagement, proactive problem-solving, and a higher standard of service continuity. While a general support team should always be available as a backup, having a dedicated contact fosters stronger collaboration and a deeper understanding of your district’s evolving needs.
💡 Takeaway for school districts:
The customer service team should understand both the software and the latest changes in special ed regulations, compliance needs, and district-specific processes. This ensures they can proactively prevent errors and support users effectively.
Multiple Training Options for All Users
Training is a critical factor to consider when selecting a special education software vendor. A strong vendor should offer a range of training options designed to meet the needs of all users—whether they are new to the platform or looking to expand their knowledge. Ideally, training opportunities should include both live sessions and virtual options to accommodate various schedules and learning preferences.
Given the high teacher turnover rates many districts have faced in recent years, it’s essential to choose a vendor that provides ongoing, year-round training, not just at the point of implementation. Regularly scheduled sessions throughout the year ensure that newly hired staff can get up to speed quickly without disrupting workflows.
Because training sessions often cover a large amount of information, it’s equally important that the vendor offers supportive materials. Consider asking your vendor if they offer a library of documents, guides, training materials and/or videos that your staff can access anytime they need help.
Continued Collaboration/Communication for Success
A common tool used by vendors to measure customer satisfaction is an annual customer satisfaction survey. Vendors typically conduct these surveys annually to gather information and suggestions from their customers to strengthen their products and team.
By participating, your team has a direct voice in shaping the software updates, training offerings, and overall service experience. This feedback loop ensures that the tools you’re using remain aligned with your district’s goals, regulatory requirements, and day-to-day realities.
Help Services at Go Solutions:
Live Customer Support
Our expert support team is available to take your calls live, Monday through Friday from 8:00 a.m. to 7:00 p.m. EST. Whether you’re facing a technical issue, need clarification on a process, or just have a quick question, we’re here to assist—no chat bots or wait times. Our support staff is knowledgeable, friendly, and ready to provide personalized assistance.
State-Specific Customer Success Managers
Each district is assigned to a State-Specific Customer Success Manager (CSM) who understands your local law and requirements, Medicaid billing rules, and compliance needs. Your CSM serves as your go-to contact, offering consistent, customized support; they are also the organizers and hosts at trainings and webinars, making sure your team receives guidance aligned with your state and district specifics.
Tech Ticketing System
For issues that require detailed tracking or escalation, our technical ticketing system provides an efficient way to submit and monitor support inquiries. Our tech team is here to help! This ensures a reliable record of communication—all designed to help your team stay on track without disruption.
Extensive Resource Library
Go Solutions maintains a comprehensive library of resources, including frequently asked questions, how-to guides, and user documentation. This allows both administrators and providers to find answers quickly and efficiently. New resources will be linked conveniently in regular email updates.
💡 Recommended reading: Features to Look for in an IEP Services System
Conclusion
Selecting a special education software provider is about more than just the platform—it’s about the people, the support, and the commitment behind it. From instant customer support and personalized training to accessible resources and dedicated account managers, the right vendor should feel like an extension of your own team.
At Go Solutions, we’re focused on delivering more than just a product. We provide a network of support designed to meet the real-world needs of educators, administrators, and providers across every district we serve. Our goal is to empower your team with the tools, training, and human support you need—not just at the beginning, but throughout every stage of your journey.
When the support system is strong, your outcomes improve, your team is more confident, and your students ultimately benefit.
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