Teachworks’ Tutoring Management Software: The Customer Journey Explained

Teachworks is tutor management software that provides all the administrative tools needed to run a successful tutoring business. Beyond time-saving benefits for your business and tutors, Teachworks also offers convenient and user-friendly tools for your customers. Enabling user accounts for your customers will give them access to even more useful tools. In this article, we will delve into one example of a potential customer journey within Teachworks, exploring key stages from landing on your website to managing account information and schedules.

Customization Options for Customer Accounts

Before diving in, it’s important to note that no two Teachworks accounts are the same. The software offers 100’s of customizable settings as well as optional integrations and add-ons. Enabling specific add-ons and selecting specific settings will add more functionality to your customers’ accounts.

In the sections below, we’ll refer to “customers” – this could be independent students, families or child students depending on your specific business needs.

Account Settings:

When you go to the Account Settings page, you can tweak the following settings for client accounts:

• Transactions Page – Off/On: This page displays and links to the customer’s invoices and payments.
• Packages Page – Off/On: This page displays the customer’s package balances.
• Payment Instructions – Off/On: This page can be used to display specific payment instructions to the customer.
• Edit Profile – Off/On: This setting controls whether or not a customer can edit contact details and notification settings on their profiles.
• Payment Instructions: If you’ve set the “Payment Instructions” setting to “on”, you can use this textbox to provide the relevant information.
• Teacher Contact Info – Off/On: This setting controls whether or not a customer can view an assigned tutor’s email address and phone number.

Integrations & Add-ons

Additionally, the integrations and add-ons listed below are some of the features that will add more functionality to customer accounts depending on your settings:

• Stripe Integration: Allows customers to add and manage their credit cards and pay invoices online.
• Lessonspace Integration: Allows customers to join their online lesson spaces right from the calendar.
• Lesson Requests Add-on: Allows customers to request lessons with their assigned or all tutors/teachers depending on your settings.
• Open Classes Add-on: Allows customers to join open classes or enroll in courses if you’ve scheduled any.
• Customer Cancellation Add-on: Allows customers to click on upcoming lessons in the calendar and cancel them.
• SMS Lesson Reminders Add-on: Allows customers to opt in or out of receiving SMS lesson reminders if they are able to edit their profiles.
• Lending Library Add-on: Allows customers to view any items they have checked out along with when it’s due back.
• Repertoire Tracker Add-on: Allows customers to view or manage (add, edit, delete) their repertoires.
• Results Tracking Add-on: Allows customers to view their progress over time.

The Customer Journey Using Teachworks Tools

If you’re using Teachworks for your business, the customer journey will look something like the one outlined below.

Step 1: A customer visits your website and completes a custom form or books a lesson

A new customer will likely start their search for tutoring services by doing a quick Google search. If they land on your website, they can read more about your services and tutors. To make sure tutor information is always up to date, you can use our Website Profiles Add-on to display data from tutor profiles directly on your website.

When a customer is ready to sign up for your services, they can complete a Custom Form or they can go ahead and book their first lesson. You can use our Custom Forms Add-on, Website Booking Plugin or a combination of these features to make this quick and convenient.

If a customer uses one of the options above, a profile will be created in Teachworks automatically. All you need to do is to set the profile to “Active”.

You can find more information on these options below:

• Custom Forms Add-on
• Website Booking Plugin

Step 2: A user account is enabled for the customer by you or your staff

Once a profile exists in Teachworks, you have the option to enable a user account by following these easy steps.

1. Find the relevant customer’s profile and click the “Edit” option
2. Scroll down to the “User Account” section
3. Check the box next to the “Enable User Account” setting
4. Submit the form
5. This will send an email to the customer to confirm their account, set a password and login

Step 3: The customer logs into their Teachworks account by going to your company’s login page or using a login form on your website

A customer can access their Teachworks account using one of the methods below:

1. They can go directly to your company login page (for example companyname.teachworks.com)
2. If you’re using the Remote Login Add-on, they can go to your website and use the login form embedded there to login to Teachworks

Step 4: Once logged in, the customer can use the various tools available in their account to view and manage schedules, billing and more.

When a customer logs into Teachworks, they can navigate to the calendar to see upcoming and past lessons. They also have access to a Lesson History page that shows lessons in a list format.

Additionally, they can view all of their recorded transactions including invoices, credit notes, and payments along with their current balance at the top of the page. Their profile can be accessed under the “Profile” tab and depending on your settings, they may be able to update their contact and notification preference information. If the customer has been added as a family, any child students assigned to them will display in the “Students” section on their profile. They can click on the relevant student’s name to view their profile.

Added Functionality: Popular Integrations & Add-ons

We’ve touched on some of the integrations and add-ons that will add functionality to customer accounts at the beginning of this blog post. In this section, we’ll provide a bit more information and screenshots of our most popular features.

Stripe Integration: 

If you’re using our Stripe Integration, a “Credit Cards” option will be added under the Billing tab in Independent Student and Family accounts. Customers can click on this menu item to view and manage their saved cards. They can also pay their invoices online if you have this option enabled.

Our Stripe Integration also supports other online payment options depending on where your company is located. You can find more information on our Knowledge Base: Stripe Integration

Lessonspace Integration:

Lessonspace is a platform designed specifically for tutors and educators to conduct online lessons. If you’re using our Lessonspace Integration, customers will be able to launch their online spaces by simply going to the Teachworks calendar, clicking on the lesson and then clicking the “Launch Online Lesson Space” button. You can also include a link in Lesson Reminder Emails.

You can find more information about our Lessonspace Integration here: Lessonspace Integration

Lesson Requests Add-on: 

If you’re using the Lesson Requests Add-on, customers can login to Teachworks and filter the calendar by teacher/tutor to easily see when their tutors are available. They can click on an available time slot to request a lesson with their preferred tutor, or they can click the “Request a Lesson” button. 

Open Classes Add-on: 

If the Open Classes Add-on is enabled in your account and you’ve added open classes or courses, customers can go to the calendar and check the “Show Open Lessons” option to view these. They can then click the lesson to view more information and join it.

Customer Cancellation Add-on:

If you’ve enabled the Customer Cancellation Add-on, customers will be able to cancel their upcoming lessons from the calendar by clicking “View” and then “Cancel”. They can also include a note with their cancellation reason. To make the process even more convenient, you can include a cancellation link in Lesson Reminder emails. For more information, visit our knowledge base: Customer Cancellation Add-on 

Free User Guides For A Smooth Customer Journey

We’ve compiled detailed guides containing everything your customers need to know to make the most of their Teachworks account if you plan to enable user accounts for them. Additionally, you’ll find variations of these guides to accommodate different customer journeys, ensuring a personalized experience for each user.

You can find the different variations and more information here: Speed Up Onboarding: Free User Guides for Your Clients

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