"Customer Training helps to teach mission and vision but employees must put the training into action for it to have a meaning"
Online training in the corporate sector is often considered to be for employee development. Internal training is essential, mainly when it comes to onboarding product training, closing the skill gaps, and leadership development. In recent years, organizations are using the online customer training strategy extensively for external groups like vendors, partners, resellers, and customers.
Many companies, from Microsoft to CISCO, the forward-thinking ones, are developing customer training guides to build a loyal brand following and retain their competitive edge. It has become a secret for growing the business successfully.
So, what is customer service training, and how can it be implemented cost-effectively to increase customer onboarding.
What Is a Customer Training Program?
In simple terms, customer service training programs content designed to engage, onboard, and retain existing and new customers. This content is delivered either through on-demand channels or in person pragmatically. The main aim of developing the course and also offering customer education is to ensure that they find value and understand the service or product you are offering to the maximum.
Often customer training examples can be found in organizations or companies come with:
- A product that needs a customer to change their existing workflow, process, and behavior for the service
- A product that is complex; hence customers need training before using it.
- A product that has a diverse user base and caters to different needs and roles
- Products that regularly upgrades with new functionalities and features
- Products or services that need extensive support
- Any suit of services or products that requires cross and up-selling
If you are planning on providing the best customer training programs, you need to consider the customer service training program outlets.
The training can be delivered in several formats based on the target audience, the complexity of the product/service, the company’s goal, and the level of knowledge of your customers. Some of them are:
- Recorded screen-captures
- Recorded webinars
- On-demand training
- Schedule classes
The next question that is often asked is what are the benefits of providing 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 benefits in place, the next pressing question for any company that wishes to develop a customer training program is how to create a customer service training program? In the next section, we will look into it along with why LMS is essential in customer training.
Why LMS Is Required For Customer Training?
Before you start launching a customer training program, it is vital to lay out the training strategy along with the key objectives. Many companies are now using Learning Management System (LMS) to deliver the customer education process and streamlining the onboarding.
LMS is a software platform that enables the company to build, deliver, and track the training process of the partners, employees, and customers on a global scale. The Customer Experience (CX) professionals and the marketers can build a customized customer education portal that is intuitive too. It can deliver learning content that is engaging and offers a personalized learning journey with detailed analytics for the company.
With LMS in place, customers can have a central knowledge platform to find all the required training materials, which can be accessed on-demand and in a bite-size support tool. The other added advantage of LMS is, you can update and deliver the materials quickly. With LMS in place, you can roll out service changes; update the UI about the new products in no time.
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 can offer content delivery with LMS on diverse media, platforms, and styles. The LMS's social and structured learning feature allows the customers to engage with other users and share insider tips and knowledge. The feature thus enhances the positive experience where the customer service team can interact with the consumers directly.
2. Automated Onboarding
LMS offers a range of options when it comes to automated learning. A customer can click on the link given on the marketing material, product landing page, or your company’s social media pages, which will direct the user to the appropriate training material. A user can also self-register, use interactive notifications, single sign-on SSO to get the training.
3. Self-Paced Learning
With different people having different learning styles, other priorities in life, and personal preferences, scheduled learning can be a detractor. Thus self-paced learning offers onboard or prospective customers to learn your product with flexibility. As a result, customers can get the training and information about the product when they need it. Also, fit the learning within their schedules as they want it.
4. Track The Success
One of the best benefits of the latest learning technology is its ability to offer metrics on the learner’s activity. The tracking of the learner’s success allows the organization to gain insight into the learning program. Find the gaps to ensure they can be improved. As a result, it warrants customer success.
5. Motivate & Reward
One way to ensure your customers stay engaged with the training process is to motivate them. LMS can help you with the process by creating leader boards, badges, and certifications. Mainly certifications often prove to be confidence builders where at the core is your product and its competencies.
There are several LMS in the market to leverage the technology for your business, so start creating interactive training programs with the learning technology for your business.
It has been noticed that a carefully crafted customer training program with online support and knowledge base along with a library can help you to create actionable insights for your business. Content consumption can help you to fine-tune your marketing strategy and increase customer onboarding, thus enhanced ROI.