What to do if a customer can't access to a course.

As a customer support agent , most of the time our courses takers will come talk about their difficulties to access courses that they are enrolled to, one main way to check if the actual customer is actually enrolled in any course is from the hubspot dashboard, this is why it's important to get the customer email, even before starting any conversation.

Make sure to verify that the user is connecting with the account he enrolled in the course. Make sure that he actually really have access to the course that he's claiming. Go to Hubspot dashboard >> Contacts >> you can search by name, phone, email. Once you get the search result click on the user you've found. You'll have access to the student informations, you'll get the paid course he has access to, the pages he visited, his last chat, his transactions, emails that he receive, pretty much everything, so you can help him the best possible. If from the hubspot dashboard you cannot have informations on the course that he customer is being enrolled, please contact the team manager so he can personnally do a follow up .