New update: Easy access to plenty of FlightLogger guidance

Two and a half month into 2021 we have released the third major update of the FlightLogger platform this year. On this latest update we have focused on improving FlightLogger users’ access to guidance on how to get the very best value from our platform.

This article explains our most important initiatives to make the FlightLogger user experience stand out even further from the rest, and how we have now made it easier to find the guidance you sometimes need as an end user.

Things have been moving fast for FlightLogger the last years with hundreds of new features and improvements of various sizes being added to the platform. In 2020 alone, a total of 64 major and minor updates were released by our developers, covering a total of 636 new developments, adjustments and bug fixes. This year, we expect to increase those numbers in order to release the features currently on our roadmap.

Keeping a platform that is used by almost 50,000 people up to date, while also introducing as many new features as we do in FlightLogger, is only possible through a strong team of professional and dedicated software developers. We know that some software vendors claim differently, but then again, we also see many training organizations joining us coming from those same vendors.

We are of course proud to have a platform that constantly undergoes so much development. However, on the other hand, we are aware of our responsibility to continually guide our end users on how to continually get the most out of the platform as new functionality is added. Obviously, we cannot just add new features and expect our partners to find out how to use them.

User assistance is now consolidated in the new Help menu

For that reason, we have since the launch of FlightLogger introduced a number of initiatives to help our users get the full value of the platform. We’ll go through the most significant ones in a minute.

However, we have had one little problem: What we have discovered from talking to our partners recently is that many of our end users have not been aware of all the guidance that we offer. They simply didn’t discover it, so then what’s the use of it?

That shortly explains the reason why we have now added a brand-new help menu. It has just one purpose: making the already available sources of help much more visible to the users. There is no rocket science involved, just a small icon in the top right corner to open a help menu giving access to the assistance you need as a user.

Adding a question mark icon to FlightLogger doesn’t seem like much, but it’s what lies behind the help menu that makes the difference, and the fact that the access to help is right there in front of you.

Here’s a short introduction to the means of help that FlightLogger users can access via the help menu:

Online support

There’s nothing new about the fact the we’re offering 24/7/365 email support via [email protected]. With an average response time of 5,44 hours across all time zones of the world (42% of all requests are answered within an hour), we reckon that we are doing a decent job. But why not offer an even easier way to get in touch with our support team by providing a one-click access that doesn’t require that users open an email client. That’s what we have done by implementing a support widget accessible from the help menu.

Online help center

Last autumn, we launched a brand new help center holding almost fifty instructional videos and even more written articles with guides on how to use all the many areas within FlightLogger. We have received great feedback from those who actually use it, but when talking with our partners, we found out that many users were still not aware of its existence.

We can only blame ourselves for not making the help center visible enough until now. By now placing it directly in the help menu we hope that all our users will encounter the value of having a self-study library right there at their fingertips.

Refresher training webinars

Another initiative launched last year is the free, monthly refresher training webinars for end users, targeted at some of the most common user roles (administrators and instructors). Since the launch in November 2020, more than 600 users have signed up to get a free refresher training, which only proves the importance of end users being given the means to stay updated on how to use what is an essential tool for our partners. Recently, we also started sending a certificate to all users attending the refresher training, thereby providing an easy way for users to prove their “compliance”.

These refresher training webinars have now also been made available from the new help menu, meaning that users can signup anytime using just a couple of clicks.

Other FlightLogger initiatives to support our partners

Apart from offering the 24/7/365 support, online help center and refresher training webinars, we have also started a partner care program which includes reaching out to our partners at least once a year to follow up on how things are going. Additionally, we offer free retraining sessions when needed and we are still looking for additional ways to assist our partners in achieving success with their business.

This is how we strive to remain the preferred solution for pilot training organizations around the world. We’re sure we can do even better, and we would love to receive your ideas on how. If you have a good idea, we would appreciate your suggestions. Just send us an email to [email protected].

Thanks!