Today, training employees is not enough for a company to succeed - training customers has become equally important. Yes, you read that right! That is why the point comes to know more about importance of training software in customer training.
Customer training has proven to be incredibly successful in customer retention. In fact, with the numerous benefits of retaining customers over acquiring new ones, customer training has become more important than ever.
Such a thing allows customers to be informed and educated about the products and services of a company and helps them make use of these to their utmost. When we talk about products, we are not referring to a pair of heels, and when we talk about customer training, we are not pointing out social media videos related to “How to carry your heels most comfortably?”
What is Customer Training?
Well, it is all about making maximum benefit from tech products and SaaS (Software as a Service).
Based on the complexity of the product, the training can be completely based on the customer’s pace and in an easy format, such as user forums and FAQs.
In case it is complex, the customers may be offered an on-site demonstration as well. If you wonder why businesses are so invested in training software for customer training, wonder no more. In this blog, we are going to discuss the importance of using such software for training customers.
By the end of this, you will have learned a lot about customer training, examples of customer training software, what to see when choosing the software, and much more.
So without delaying any more, let us dive right in to know importance of training software in customer training.
Customer training is a kind of program, specially designed to aid customers access and utilizing a company’s services and products most efficiently. This covers a range of things, including tutorials for product setup, the onboarding process, and much more.
The major aim of all kinds of customer training is to aid the customers to make maximum out of a service or product and to provide them with the most wonderful experience.
In some cases, customer training also includes external parties, like partners and suppliers. In such instances, customer training is offered to them to make sure that they can utilize the products and services effectively, conduct demonstrations, and share their advantages of these to the potential clients on the behalf of the business.
If you are thinking about the best method of training customers, considering the wide variety of these, let us tell you - there does not exist a wrong or right way for such a thing. It all depends on the medium you opt for. Based on your consumer demographics, create a custom training program for your customers.
Do You Know the Key Trends in Customer Training?
With companies realizing the increased need for customer training, here are some key trends that you must know before beginning with a customer training program.
1. Increase in Training Budget
For businesses that sell software, customer training has always been an essential component. However, a common practice followed by them is to cut down on the costs associated with customer training every time they fell short of budget.
With the changing expectations due to COVID-19, positive customer experience became a priority for all businesses. This is why companies are investing more in customer training this year.
2. Self-Direction & Engagement are Priorities
Companies are now focused on providing the best customer experience. Based on the technology investment priorities in customer training, the majority is directed toward customer experience, which is 34% of the total investment. Followed by this are:
- Virtual Reality (VR) / Augmented Reality (AR) - 24%
- Analytics Tools - 22%
- Content Management / Curriculum - 11%
- Personalization - 9%
3. Adapting to Hybrid Learning Environments
With the hit of the pandemic, hybrid working has become the norm. The same is the case with customer training as well. These programs will progressively take place in hybrid and blended learning environments.
Companies will continue to make impressive virtual encounters that involve potential consumers in-person as well as online.
4. The Rise in Analytics: Customer Training Insights
With companies investing in customer training, the higher authorities must ensure that the investment has a positive impact. Thus, to gain insights into these, the use of analytics is rising. The data gathered for the same include:
- Success rate
- Behavior and engagement patterns
- Usage trends
- Usage details
- Customer demographics
5. Mobile-Friendly Customer Training
According to a study, it has been estimated that in three years, about 72% of people will access the internet using their mobile phones. This is why companies have started to make their customer training mobile-friendly.
Why Do You Need Training Software in Customer Training?
If you are reconsidering your choice of opting for training software for customer training, do not worry. Mentioned below are some of the reasons why using this can turn out to be beneficial for you and your customers. After reading these, you will be sure about your choice.
1. Higher Security
Using a trustworthy vendor for training software means a lower risk of data breaches associated with confidential information associated with customers and the company.
2. Developed Reporting
When you opt for training software, you get advanced reports regarding several aspects of customer training, such as the total number of customers who finished the training, and the test scores. This will eventually aid in understanding the overall impact of training on the objectives of the company.
3. Better Accessibility
The right training software can help your customers undergo training via any device, including Linux, Mac, Windows, Android, and iOS. Higher accessibility further means that your clients can make training a part of their daily life as well.
4. Effective Learning Abilities
The up-to-date training software can offer dynamic learning abilities, which makes learning more useful, engaging, and exciting. These can include:
- Virtual machines
- Two-way interaction through a live training that is led by an instructor
- Providing recommendations for learning based on previous activities
- Personalized learning paths
5. Intuitive UI
The most recent learning management systems offer a user interface that is intuitive, modern, as well as effortless to navigate.
Examples of Training Software in Customer Training
With continuous advancements in technology, various kinds of learning management systems and software are available for training customers.
So before we help you in identifying the best customer training software for your business, let us first have a look at some examples of customer training software.
An e-learning platform that is scalable for meeting the needs of a business associated with customer training, Docebo offers a subscription-based Software as a Service plan. Organizations can also opt for a 14-day free trial to experience the working of the software.
Cxcherry makes use of an on-demand customer educational platform to enhance customer retention, generate potential clients, and build brand awareness. The AI-enabled LMS with consultative solutions, knowledgeable team, and Cxcherry culture offered by the platform is a one-stop-solutions for training solutions.
TalentLMS is an eLearning tool, which is also cloud-based like Litmos. It provides an entire platform to businesses to help them grow and offer efficient training to their customers.
The software allows companies to perform a variety of tasks, such as offering certification tests, managing customers, carrying out virtual classes for external and internal clients, and even tracking their progress.
Paradiso is the software that is utilized by some of the major businesses in the world. It offers services associated with managed learning, course creation, and ready-made courses as well.
The Litmos LMS software allows companies of all sizes to provide engaging training exams and courses, manage programs, and track the progress of learners. This learning management system is cloud-based and is rich in features, affordable, and easy to use.
UserGuiding enables companies to onboard their customers with walkthroughs of products and services that do not need any kind of coding. The software allows the creation of personalized user segments, NPS surveys, resource centers, user onboarding lists, hotspots and tooltips, and engaging product tours.
Checklist for Selecting Training Software in Customer Training
With an extensive range of training software for customer training available on the market, it can be daunting for you to choose the right one for your business. To help you overcome this challenge, we have prepared a checklist for you, which is given below.
1. Identify Your Objectives
Ask yourself the 4W’s and 1H of the LMS - who, what, where, when, and how. The answers identify your business objectives associated with software training.
2. Determine Your Requirements
Think about what you require from an LMS. This will further aid you in determining the usability and features you seek in the training software. Once you are done with the process, make a list of features that your company requires in the software.
3. Shortlist LMS Software Vendors
Look for all the LMS software vendors, online and offline, and find out about their online existence, involving free trials and demonstrations. Some of the common parameters for judging a software vendor are:
- SaaS availability
- The ratio of pricing to features
- Future upgrade plans
- Sustainability of the business
- The workforce of the business
- Client testimonials
- Case studies
- Functionality and form factor
- Service support
Based on these factors, narrow down the vendors that meet your requirements for training software.
4. Issue a Proposal Request
Based on the shortlisting of vendors, propose an RPF to them according to your company’s requirements. After obtaining a response from them, you can request a demo, wherein you must involve your team to acquire feedback on the software’s usability.
5. Evaluate the Vendors
Post using the demo software, evaluate the vendors based on these factors:
- Deployment model
- The simplicity of maintenance by the manager of training
- Support from vendor after deployment
- Software compatibility with the company’s resource files
- User interface
- Form factor
Once you have further narrowed down the list of software vendors based on their evaluation, negotiate with them regarding a discounted price or a better deal. Do not forget to discuss timelines for LMS deployment and constant support from their team.
Best Examples of Customer Training Platforms
Some of the best instances of customer training platforms are shared below, with brief insights into the “why” of them being the most satisfactory.
By getting to know the features of these platforms, you will have an idea of which software vendor offers a wide variety and which one you should opt for to meet your business requirements.
Hubspot offers a free certification program associated with marketing and inbound sales. The customer training platform has various segments:
- Topics, like SEO, social media, and email marketing
- Kinds of Content, like user guides, certifications, and lessons
- Categories, like design, marketing, and sales
Outreach makes use of customer training for actively addressing support queries to obtain novel clients efficiently. The platform clambered its success associated with customers through the utilization of customer education to enhance how its team functions.
ServiceNow is a platform that has changed various of its live classes to on-demand design. They provide a wide range of choices for learners, including public and private live classes’ led by instructors.
Zendesk provides paid as well as free customer training for onboarding their clients at scale. Their training program comprises the following:
- On-site training
- Custom training
- Virtual ILT (instructor-led training)
- On-demand content
Customer training is highly valued by most businesses because of its beneficial extent at both ends. While customers learn to make maximum use of the company’s products and services, organizations experience higher customer retention, resulting in better ROI.
Since training software has proven to be greatly useful in providing customer training, tracking clients’ progress, and analyzing the extent to which the company’s objectives are being attained, several businesses have switched to LMS software.
If you are looking for the most effective method of training your clients, you must look for the most suit. We hope that you get all information about the importance of training software in customer training.