What Percent of Your Learners Require Support? Only 0.58% of Ours Do.

You know the moment. You’re trying to join a time-sensitive meeting. Or launch something important. The link won’t open. The app wants a permissions update. Your camera’s off, your stress is on, and now you’re refreshing several tabs while watching those three little dots repeat over and over as a support agent finally starts typing back.

In most tech environments, that kind of chaos is expected. In online proctoring, it’s practically baked in. 

At Integrity Advocate, we pride ourselves on support needs under 1%, always. 

We built our platform to eliminate that moment – for learners, administrators, and anyone else touching an assessment. Because whether people are logging in from a job site or their kitchen table, a secure, seamless experience shouldn’t come with unnecessary installs or support on speed dial. 

Online proctoring support volume is more than a technical metric

When the stakes are high, the experience matters. Delayed logins, install issues, forgotten passwords or confusing navigation create friction that can add stress and derail performance before the test even begins.

For learners, that anxiety isn’t theoretical. According to the 2022 EDUCAUSE Student Technology Report, over three-quarters (77%) of students experienced at least one technology issue in the past academic year, with over half (51%) reporting that these issues caused them stress.

Imagine a construction worker attempting to complete a mandatory safety certification on a job site. Having to download unfamiliar software or navigate a complex user experience, leads to delays and mounting frustration. Each minute spent troubleshooting is a minute not spent ensuring workplace safety.

Support volume—how often users need help—is one of the clearest signals that something’s wrong. A tech glitch is frustrating, but it also creates apprehension. When learners don’t feel confident in the system, the entire assessment loses credibility.

In all industries, that has a ripple effect. A poor user experience can compromise participation and ultimately undermine the defensibility of any program.

When users aren’t constantly seeking help,

• The experience is working as intended
• Learners aren’t forced to install software on their devices
• Administrators aren’t drowning in tickets

And most importantly, the focus stays where it belongs: on learning, trust and outcomes.

Support design should be intentional

Support volume doesn’t spike because users are doing something wrong—it usually means the system is. Downloads, login issues, permissions prompts and device restrictions may seem small in isolation, but they add up fast when the stakes are high.

If a learner hits a wall during setup, or an admin has to walk every user through the same confusing step, that’s not helping anyone.

At Integrity Advocate, our support rate is just 0.58%—the industry’s lowest. That means fewer than 1 in 200 users ever need to contact us. For us that means support needs under 1%, always. 

Proctoring in the time of ANSI/ASSP Z490.1-2024

Organizations trying to meet testing compliance standards like ANSI/ASSP Z490.1-2024, system stability and defensibility matter more than ever. Regulators are increasingly focused on whether training was actually received and completed.

A pile of support tickets? That signals risk.

According to ANSI/ASSP Z490.1-2024, training programs must be able to demonstrate both delivery and participation. The standard emphasizes learner engagement, accessibility and defensibility, especially in high-risk industries where training directly impacts public and workplace safety. If learners are derailed by preventable technical issues, the integrity of the assessment can quickly unravel.

That’s why system stability shouldn’t just be a technical preference. It’s a compliance necessity.

Online proctoring that gets it right

Proctoring with Integrity Advocate was built to be as invisible as possible in the best way. 

• No installs means there are no permissions or administrative roadblocks.
• Browser-based means nothing to download and no guessing games.
• Integrated into the LMS means learners don’t have to remember a second login or bounce between tabs.
• Compatibility checks run automatically to flag issues before testing begins.
• Built-in accessibility (WCAG 2.1  AA compliant) ensures no one gets stuck due to ability, device, or bandwidth.

We designed out the chaos to help learners reduce test-taking anxiety and stay focused on demonstrating what they know—not wrestling with the testing platform.

When testing works, everyone thrives

Proctoring was designed to protect what the test is meant to measure. When the technology disappears into the background, learners can focus on proving what they know. And when we reduce friction and anxiety, we create space for achievement, fairness and growth.

At Integrity Advocate, we believe assessment should support people. That’s how we protect trust. That’s how we build a better future.

Want online proctoring that puts people first? We’d love to talk.