5 Productive Ways to Leverage on Customer Training LMS

"Customer Training helps to teach mission and vision but employees must put the training into action for it to have a meaning"-Shep Hyken

In the corporate world, online training is often associated with employee development. Internal training is crucial, especially for onboarding, product training, bridging skill gaps, and leadership development. Recently, organizations have increasingly adopted online customer training strategies for external groups such as vendors, partners, resellers, and customers.

Many forward-thinking companies, like Microsoft and CISCO, are creating customer training guides to foster brand loyalty and maintain their competitive advantage. This approach has become a key to successful business growth.

So, what exactly is customer service training, and how can it be implemented cost-effectively to enhance customer onboarding?

What is a Customer Training Program?

In essence, customer service training programs offer content aimed at engaging, onboarding, and retaining both new and existing customers. This content is provided either through on-demand channels or in person in a practical manner.

The primary goal of creating the course and providing customer education is to ensure that customers fully comprehend and appreciate the value of the service or product you offer.

Often customer training examples can be found in organizations or companies come with:

• A product requiring customers to alter their current workflow, process, and behaviour to use the service

• A product that is intricate, necessitating customer training prior to use

• A product that serves a varied user base, addressing different needs and roles

• Products that are frequently updated with new functionalities and features

• Products or services that demand extensive support

• Any suite of services or products that involves cross-selling and up-selling

To offer an exceptional customer training program, it's important to evaluate the outlets for customer service training programs.

The training can be presented in various formats depending on the target audience, the complexity of the product or service, the company's objectives, and your customers' knowledge level.

Some of them are:

• Recorded screen-captures

• Recorded webinars

• Infographics

• Slideshows

• Quizzes

• On-demand training

• Schedule classes

The subsequent question frequently posed is about the advantages of offering a customer training program.

Benefits of Customer Training Program

It has already been well-established the benefits that customer training best practices offer. Some of them are:

• Faster onboarding of customers.

• Reduction in churn while increasing the value.

• Increase in customer adoption and engagement.

• Enhanced flexibility and availability of knowledge for the product/service.

• Lowers the overall training cost.

• Reduction in support tickets, thus freeing customer care service providers to engage with more pressing issues.

• Increased ROI.

• Improve in retention, renewal, and expansion of business.

With these advantages established, the next important question for any company looking to develop a customer training program is how to create a customer service training program. In the following section, we will explore this topic and discuss why an LMS is crucial for customer training.

Why LMS is Required for Customer Training?

Before launching a customer training program, it's crucial to establish the training strategy and key objectives. Many companies now utilize a Learning Management System (LMS) to facilitate customer education and streamline onboarding.

An LMS is a software platform that enables companies to create, deliver, and monitor the training of partners, employees, and customers on a global scale. Customer Experience (CX) professionals and marketers can develop a customized and user-friendly customer education portal. It provides engaging learning content and offers a personalized learning journey with detailed analytics for the company.

With an LMS, customers have access to a centralized knowledge platform where they can find all necessary training materials, available on-demand and in bite-sized formats. Another benefit of an LMS is the ability to update and distribute materials quickly.

An LMS also allows you to implement service changes and update the UI for new products promptly.

5 Ways To Leverage on Your Customer Training LMS to Increase Customer Training Success

The onboarding program hence needs to prioritize and map out the obstacles they need to address during the customers' journey. With LMS, there are five ways that businesses can leverage customer training.

1. Formal & Informal Training.

A company is capable of providing content delivery through an LMS across various media, platforms, and formats. The LMS's social and structured learning feature enables customers to connect with other users and exchange insider tips and knowledge.

This feature thereby improves the positive experience, allowing the customer service team to communicate directly with consumers.

2. Automated Onboarding.

LMS provides various options for automated learning. Customers can click on links found in marketing materials, product landing pages, or on your company's social media pages, which will lead them to the relevant training materials.

Users also have the option to self-register and can utilize interactive notifications or single sign-on (SSO) to access the training.

3. Self-Paced Learning.

Due to varying learning styles, life priorities, and personal preferences, scheduled learning can be a drawback for some individuals. Self-paced learning allows current or potential customers to understand your product with greater flexibility.

This approach enables customers to access training and information about the product as needed and integrate the learning into their schedules at their convenience.

4. Track the Success.

A key advantage of the latest learning technology is its capacity to provide metrics on learner activity. Monitoring learner success gives the organization valuable insights into the learning program, helping to identify and address any gaps.

This ultimately ensures customer success.

5. Motivate & Reward.

To keep your customers engaged in the training process, it's important to motivate them. An LMS can assist by offering features like leaderboards, badges, and certifications. Certifications, in particular, can boost confidence by highlighting your product and its strengths.

With numerous LMS options available, you can utilize this technology to enhance your business. Begin developing interactive training programs using learning technology for your business.

Wrapping It.

A well-designed customer training program, complete with online support, a knowledge base, and a library, can assist in generating actionable insights for your business.

Engaging with content can refine your marketing strategy and boost customer onboarding, leading to improved ROI.