A score like that is not won once. It is earned 1 reply at a time, which is why we keep asking rather than framing it and moving on.
Support
Support at Hubro. Real people, happy to help.
Good support is mostly about being easy to talk to and following through. That is what our team tries to do every day, and it seems to be working: educators rate our support at +72 on NPS, and 9 out of 10 who run a Hubro simulation come back and run it again.
In short
Hubro support is an experienced customer success team in the US and the UK, with 6 years of Hubro courses behind it, backed by Ellie, an AI agent that answers instructor and student questions instantly inside the platform.
+72
NPS for Hubro support, rated by educators
How we're doing
We asked, and here is what educators told us
We asked the educators we work with how we are doing, and we share the answer because it keeps us honest.
9 out of 10 educators who run a Hubro simulation come back and run it again. We like to think being easy to work with has something to do with that.
The customization and the support I received throughout was better than I have experienced with any other academic learning platform.
Texas A&M University
Who you'll be talking to
Our customer success team, who have spent years around business simulations and the courses they run in. Write to the one address and you reach whoever can help.
Two time zones, the US and the UK
Whichever side of the Atlantic your course runs on, someone on the team is usually awake when you are.
People who know how a course runs
We work with instructors from planning through debrief, and we know the pressures of a teaching semester from the inside.
6 years of Hubro courses
We have been building this support since 2020, so we have usually seen your situation before. When we have not, we write it down so the next instructor never has to ask.
We start with your course, not our software
When the team helps you plan a simulation, you are talking with people who have spent years around courses like yours, so the advice fits how your semester actually runs.
Less of a support ticket, more of a conversation with a colleague.
How simulations fit accreditation work-
Learning objectives
What the course is meant to teach comes before what the software can do.
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Assessment design
How the simulation is weighted and graded, and what that does to a cohort.
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The rhythm of a semester
Where the quiet weeks are, and where a 10-round plan quietly falls apart. See how to get started.
Instant answers
Ellie, for the questions that cannot wait
Ellie is our AI support agent. She answers instructor and student questions instantly, inside the platform, at any hour, and she is genuinely helpful for the everyday things. She will not solve everything, and she is not supposed to.
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Someone asks
An instructor or a student asks a question inside the platform, at whatever hour the question turns up.
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Ellie answers instantly
Where a report lives, how a round works, what a task is asking for. The everyday things, answered on the spot.
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A person steps in
When Ellie does not know, and she will not know everything, the question reaches the customer success team instead.
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The answer becomes an article
We write it up, Ellie learns it, and the next person who asks gets it instantly. That loop is why the everyday questions keep getting faster.
No wrong questions
What you can ask us
Anything, honestly. The basics included, especially the basics.
Planning the setup around your course
Rounds, teams, deadlines and which assignments to include, shaped to your syllabus rather than to our defaults.
Questions during live rounds
Something looks off mid-semester and you need an answer before the next class. Write to us, that is what the week is for.
Grading and scorecard puzzles
Weighting the Balanced Scorecard, reading a result you did not expect, or deciding what should count toward the final grade.
Your students' questions too
Students can reach us directly, so they do not have to become your inbox for the duration of the course.
And if we get something wrong, tell us. That is how the process we started in 2020 got to where it is.
Need a hand?
Write to us. A real person reads every email, and we will get back to you properly, not with a ticket number.
Email support [email protected]