Author: Ivy Lobo

Importance of Training Software in Customer Training

Post author By Ivy Lobo
Post date June 28, 2022
No Comments on Importance of Training Software in Customer Training

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
Self-labs
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.

1. Docebo

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.

2. CXcherry

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.

3. TalentLMS

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.

4. Paradiso

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.

5. Litmos

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.

6. UserGuiding

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
Features
The ratio of pricing to features
Mobile-friendliness
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

6. Negotiate

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.

1. Hubspot

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

2. Outreach

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.

3. ServiceNow

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.

4. Zendesk

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)
eLearning
On-demand content

Conclusion

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.

Tags Customer Training, Importance of Training Software in Customer Training

Blog Customer Education

Top 6 Best Strategies for Creating Customer Education Content: Hybrid Workforce

Post author By Ivy Lobo
Post date April 27, 2022
No Comments on Top 6 Best Strategies for Creating Customer Education Content: Hybrid Workforce

Let’s Know About the Top 6 Best Strategies for Creating Customer Education Content: Hybrid Workforce

In this blog, you will learn how a new-age hybrid workforce demands the change in learning content strategies for L&D departments. By creating an adaptable learning strategy – your customer training program can stay progressive for the long run.

All of us know about the importance of best strategies for creating customer education content. If you implement best strategies for creating customer education content in your customer education program then you will get more impactful result. So let’s learn which are the best strategies for creating customer education content.

Also, the factors about how enabling a learning management system (LMS) in your content distribution strategy can become your access to wider audiences. Know the best strategies to create your learning content through – 6 best strategies for customer education content creation.

You can also download this free blog for later touchpoints in your content strategic stage with your L&D team and project managers.

To give you an outlook of how dedicated SaaS companies are in structuring their future hybrid work model, Here is how Hubspot is planning to manage its new hybrid workforce:

From January 2021 they allowed employees 3 work options.

From the office: You come into a HubSpot office 3 or more days per week. You have a dedicated desk for your laptop, monitor, family photos, and anything else that makes your workplace truly yours.
The Flex: You come into a HubSpot office 2 or fewer days per week. When you come to the office, you’ll be allocated a “hotel desk”, which will be organized by the team when possible.
From home: You work the majority of your time in a HubSpot-approved entity.

Why mention all these plans & timings?

Two reasons:

1. Customers are changing their work environment.

2. Access to remote working support.

Here Are the Best Strategies for Creating Customer Education Content: Hybrid Workforce You Can Use.

1. Adapt to Blended Learning

Creating a learning experience for a hundred thousand people and million-plus learning items and planning to execute it in a personalized way is not an easy task. Moreover, if it is not deployed at the right time for the right person – your entire efforts and time spend on curating content becomes useless.

“Our leaders are building their strategies to connect to those who are better & faster in building digital content & give our people access hands-on.” -Simon Brown (Chief learning officer, Novaris)

To create a variance of learning content in the age of the hybrid workforce, you need hands-on learning solutions to cater to your different sets of customers.

Here’s why the only 1:1 learning in your L&D course deployment might not be the best strategy:

60% of SaaS companies are adapting to remote culture post-2021.
16% of employees in Top SaaS companies prefer WFH to in-office.
91% of remote job posts grew on Linkedin post-March 2021.

It is not that 1:1 interaction or classroom learning won’t be of any use shortly. Many companies believe that L&D courses are best catered to once they are deployed in person.

Also, an employee retains at a higher level when they are in a classroom environment. But, not to forgot how times have changed the entire corporate working paradigm – Your L&D needs blended learning courses to execute your customers where ever they are.

What is Blended Learning?

Blended learning is an approach to educate your customers with both online learning materials & traditional classroom methods inclusive of online interactions. It requires a physical presence of a student & a trainer, with some elements of student control over time, place, and medium.

Benefits of Blended Learning (Companys’ Perspective)

Reduced 1:1 Training Courses Cost (Travel, accommodation, and printed training material) .
Better learner engagement: Online gamification and webinars.
Greater ROI.
Easy to track learners’ training completion or pending status.

Benefits of Blended Learning (Learners’ Perspective)

Self-paced learning: Convenient & flexible for remote learners.
High comprehensive understanding: According to academic research.
Social learning is supported: Interaction with trainers, instructors, and fellow learners.

2. Enable LMS – Planning, Development, and Distribution (Continuous L&D model)

If you have a hybrid workforce – you need to update your distribution model. You need a continuous adaptive strategy that applies both for remote workers and office ones.

Typically, the customer training program is owned by a single team – The customer success team. But, that doesn’t mean that other teams shouldn’t get involved.

Planning out a combined effort to deploy your customer education content covers each area of how well you know your customers. As an example:

Customer success team: creating course content while developing & managing the LMS.
Sales team: Subject matter experts & customers insights.
Customer support team: Improvement through customer insights.
Design team: Course design creation.

How LMS becomes a need in a Hybrid environment?

Single-channel distribution for different working environments.
Curate diverse learning content for specific training through AI support.
Self-paced learning programs designed for different working profiles.

How you will create your learning content depends majorly on how you distribute it. So, updating your distribution channel will ensure that your remote learners don’t feel left behind & envision their career progression wherever they are.

3. Update Your Content

It real tricky to understand sometimes what type of content would be best for your customers. Therefore, it’s best to create a content audit to identify where your organization’s content strategy stands.

Start by asking few questions:

What type of training resources are we currently giving our customers?
What teams are involved in the customer training process?
What tools are we currently using to train our customers?
What is our internal data telling us?
What are internal teams and our customers saying about the training program?

After you create a full content audit basis on such questions – develop learning objectives. When you have an overall goal in your online training strategy, you can easily plan out training courses that will have a definitive outcome for learners as well.

Researching and planning your learning content on basis of customer-centric goals helps your organization in the long run. From curating and streamlining training courses to defining KPIs, it is the stage that will boost your chances of getting the training right.

For example, if you are training your customers on how to use your emailing software, the objective of your course could be that the customer can add a CSV email list to your system.

In simple terms, one objective is that a customer can build a course using our provided solution. This sounds simple, but it makes creating your training courses much more straightforward.

From here, you can now branch out your content in form of slide decks with images, creating course PDFs, and other easily build text to image formats to help customers develop their skills easily.

You can also use videos using tools like Camtasia or a fully fletched content authoring tool. Because it’s good to develop a mix and match content type to cater to different customers’ choices.

A good LMS can provide you to add multiple content formats into your courses. Also, by doing this you will keep your learners engaged.

Don’t forget to dig into the resources you already have – you have a gold mine already. It can be an eBook written by your marketing head, or decks handed out by your sales guys, or even internal guides. Take a keen look at your current assets to check if the content fits for repurposing into training courses.

4. Be Accessible to a Wider Audience

Many SaaS companies are opting for freemium membership of their education program to reach the broader new customers and existing audiences. Beyond boosting customer engagement, this strategy also helps generate brand awareness during challenging times – goodwill in social impact.

Also, make sure that you employ the right technology while curating your content strategy so that you can scale, improve and repurpose your training impact later on.

For example, Moz, a marketing analytics software company, offers free courses on its training academy to help marketers and other contributors to develop & improve their search engine optimization (SEO) skill sets. By scaling training programs on such a level, Moz is immensely broadening their impact of training impact.

5. Stay Updated

Since Covid-19 has hit, industries have seen an increase in remote work demand. Some SaaS companies are adapting to use technology to curate their hybrid workforce training content and some are still managing flexible classroom schedules as an L&D course deployment option.

But, those companies who opted for online learning are now understanding the value of updating & the scope of engagement. Customer trainers and instructors are becoming proactive in seeking to understand the changing needs via 1:1 interview, zoom meeting coffee hours, and product & service usage analytics.

Once you keep all your ears up, building a learning content strategy for your training programs becomes an iterative process. Don’t get de-motivated if your training program is not deployed on time, or friction points coming now and then, or even you feel that this is not good.

Remember, no training program is perfect, that’s the best thing – It is a continuous process of improving.

The rule of your training program must focus on what is most important for customers? What are they finding value in? Keeping your approach in such a mindset will make the entire process more achievable and will allow you to improve while adding more value for your training courses in the long run.

6. Your Minimum Viable Product (MVP)

The changing speed of L&D courses delivery and development caused many SaaS companies to align their focus on their minimum viable product (MVP).

In practice, it is the most authentic and impactful development strategy to curate your learning content around your high product value.

To create and distribute valuable content – companies are experimenting with new formats like videos and image-texted resources to put out their message as clear as possible.

Conclusion:

Educating customers is a continuous process once you understand the seamless results it gets as an experience for customers.

Friction within the training process is likely to happen in each & every training program. And, setbacks are meant to let you restructure your entire process, but re-creating through tools & strategy will evolve your entire organization dynamics.

To ensure your learning content is helping your customers to understand your products & services better – Bring a learning management system (LMS) as a tool to hammer & shape your content strategy according to customers’ needs. Employ the pioneering in learning technology to retain & delight your customers now.

Tags Customer Education, Customer Training

Blog Customer Onboarding

Top 7 Ultimate Strategies for Customer Onboarding for Saas Companies.

Post author By Ivy Lobo
Post date January 24, 2022
No Comments on Top 7 Ultimate Strategies for Customer Onboarding for Saas Companies.

Top 7 Ultimate Strategies That You Must Know for Customer Onboarding For SaaS Companies.

In this blog, you will gain a strong understanding of the customer onboarding strategies you need – to retain more customer sign-ups. How to prepare your content according to specific customer demand, and don’t forget to take away the internal onboarding checklist for your later whiteboard sessions.

Before you even plan your customer onboarding – Think about how would your customers reach their first win?

Too far a step for the start of the blog right – Exactly!

Note:- Keep your customer onboarding step-wise in customer progress.

Rest, you will find the answer further in this blog. Keep going on.

Use the Table Of Content to Navigate the Guide.

What is Customer Onboarding?
How to create a Successful Customer Onboarding Strategy For SaaS Companies?
Top 7 Ultimate Strategies For Customer Onboarding (SaaS Companies).
Conclusion

What is Customer Onboarding?

Customer Onboarding is the nurturing process that makes new customers more familiar with your products and services. It is an effective tool to let customers feel comfortable finding their expected solution.

An exceptional customer onboarding involves step-to-step tutorials, easy-to-follow guidance, and constant support to lead the customers in the right direction & even celebrate achieving their stepping milestones.

According to Hubspot, the two common reasons why customers churn are:

They don’t understand your product.
They don’t obtain any value from it.

These are exact problems that onboarding seeks to prevent, so it is crucial to include the right onboarding strategies to retain customers and reduce churn rate.

Customer Onboarding Example #1: Wyzowl

Customer Onboarding Example #2: Slack

Customer Onboarding Example #3: Shopify

How To Create a Successful Customer Onboarding Strategy for Saas Companies?

You’ve created a masterpiece (your product) for your audience. Customers require a bit of hand-holding while getting started with your product.

It becomes your responsibility to create onboarding programs that focus on customers’ experience and starting with a question: “Are they able to understand your product?”

The good thing is that your customers already like you and believe in your product – that’s why they bought it. Your job is to maintain that experience.

You can accomplish that by ensuring your product experience is as good as your sales process and fulfills the promises, you have made in your marketing efforts.

So, to create a seamless customer experience, here are a few touchpoints to plan your customer onboarding program:

Prepare an Internal Onboarding Checklist
- Automated Personalized Email Templates.
- Task Managers.
- Gamification Sync.
- Customer Support Chatbots.
- Daily Check-in.
- Training Customer Support Team.
- Single Channel Communication b/w Teams.
Content for Training Resource
First Onboarding Agenda
Welcome Resources
Align Customer Success Team (Daily Check-ins)

These practices will ensure a solid ground for your customer onboarding & will take off the burden of friction points.

Once you designed your groundwork, it is time to dig deep into your initial efforts to create a seamless experience – needs to prepare with strategic resources & insights to prevents delays in tackling customers’ friction points.

Top 7 Ultimate Strategies For Customer Onboarding for Saas Companies

1. Understand Your Customers.

The moment you decide to think about your customers, you might end up categorizing them according to their ranks or positions, swot analysis, geography, or even age criteria. And at last, you will end up with more data that doesn’t conclude anything apart from what you already know.

Essentially, understanding here means – Seek their expectations, their winning aha-moment, their choices, how they feel while using your product (Is there any extra effort?)

Here are few quick questions you must if you’re unsure how to start:-

What is your customer’s first win?
Is there any friction in your sign-up process?
Is your product or service complex for customers?
What devices do your customers prefer?
What is your customer’s final goal?
Is there too much attention asking content on your customer’s screen?

Over 90 percent of customers think that companies “could do better” when onboarding new customers

–Wyzowl

2. Show Them What To Expect.

Your customer has an idea about how it is with your product – your sales process must lay out the specific qualifying pointers for each customer during the onboarding process. Preparing the customers for expected setbacks makes them aware that you are with them throughout.

The clear picture you will draw in front of your customers, the better prepared they will be & will not give up on your product.

3. What Are Your Competitors Up to?

To remain competitive means – you know every possible option available for your customers in the market. It doesn’t necessarily have to be an “it worked for them – lets’ try it out”. Instead, it is about your awareness through the customer lens, understanding you need to cater to those demands as well.

Once you travel down the competitive journey, it will put you ahead of a sizeable number of SaaS companies.

Here is the framework template to get you started with your competitive analysis:

4. Layout a roadmap for Customers. (Personalized Value)

In the recent sales analysis, Totango found that out of total web visitors, only 2% sign-up for the free trial, and within 2% – Only 15-50% becomes paid customers. This means, If you’re getting 1000 visitors, then you’re likely to have 30-100 prospects.

Here are few reasons pointed out by Crackitt for the low conversion rate (post free trial) :

They lost interest in SaaS products.
They couldn’t envision future value. (to continue after trial period)
The customer is considering a competitor SaaS solution.

Essentially, your customers need to experience the personalized value they get from your product. They need a journey, their winning vision, their progressing steps, their road map!

To create your customer’s personalized road map – Disseminate your content into segments slowly & selectively. The more you tailor your solutions to their need in small steps, the easier they win.

Provide your customers with clear instructions before each task & ask them to accomplish one task at a time. Try to dedicate your customer with constant guiding support – your customer shouldn’t feel abandoned.

And, don’t forget to celebrate small wins – Acknowledging customer’s effort after each milestone encourages them to achieve more.

5. Design Customer-Centric Content.

How would you seek your customer’s attention? What are the most attractive UX designs? What are the perfect templates to use? If these questions are in your content checklist – You must re-think your content goals.

Because your marketing efforts landed up customers to sign-up with your product – Now they need to see the clear picture. So, avoid getting into the trap of attractions & align your content goal with your customer’s unique solution.

Allow them to define success, help them with AI chatbots, create measurable milestones, and have benchmarks to boost their efforts.

6. Stay in Touch With Your Customer.

Once your customer starts their journey with your product, stay in touch with them using emails throughout to acknowledge their daily progress, to assist if they need anything while they progress in their content-specific.

Heres how Hubspot stay in touch with their customer during the initial stage:

1st Step: Onboarding Survey.

Hubspot uses the initial customer survey to get basic information about customers like company size, the team they will use the tool for, industry type, etc. This information helps them to customize their platform according to the customer’s needs.

2nd Step: Navigation to Set Clear Expectations.

A clear understanding for customers to see the road ahead. It reduces churn rate & maximizes customer retention.

3rd Step: Sample Data to Get Through The Blank-Slate.

Hubspot keeps it crystal clear for customers, entitling each sample data to how & where a customer can use it as a resource.

4th Step: A Subtle Push to Verify Email.

Hubspot uses the time-value frame to exercise the verification push. They provide value and wait for the customers to grasp the understanding before the given action.

7. Don’t Forget to Ask. (Feedback)

Employing an email strategy in asking feedback, building surveys, and welcoming new users will always make you a one-step forward with your customers’ expected friction point.

Have a look at how Groove handles its email campaigning while onboarding new customers:

It includes an objective of welcoming – informing – about the follow-up emails and point of notice is – It is coming directly from the CEO.

You can use 2-3 content-specific emails each week for new customers & 1-2 emails for old customers to stay in the loop with the process.

Remember, it is about your customers finding value in their inbox – Not spotting your mail out of attention. So, plan out your feedback smartly to make your customer feel encouraged each time you reach out to them.

Conclusion:

Your customer onboarding doesn’t necessarily have to be inspired by an article or blog (including this one). It has to be planned according to how your product & customers are getting along.

This blog is just a thread to your understanding or even your confusion.

So, take your time to align your customer success team, marketing team, sales, and service teams to customer-centric efforts.

E-Book

CXcherry Step By Step Implementation Guide

Post author By Ivy Lobo
Post date June 21, 2021
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Blog Customer Training

5 Productive Ways to Leverage on Customer Training LMS

Post author By Ivy Lobo
Post date June 14, 2021
No Comments on 5 Productive Ways to Leverage on Customer Training LMS

5 Ways to Leverage on Customer Training LMS

This blog will help you to know 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

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 program, 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
Infographics
Slideshows
Quizzes
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 layout 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.

Wrapping It.

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.

Blog Training Strategies

Importance of Building an Effective Customer Training Strategy

Post author By Ivy Lobo
Post date May 5, 2021
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Let’s Know About the Importance of Building an Effective Customer Training Strategy.

Customer training strategy in many L&D departments of major companies is a projection of a content asset. Therefore, customers are either cognitively overwhelmed or are unable to find their desired value through provided content.

Establishing the right customer training strategy evolves customer digital learning experience and delivers value according to their expectations, hence, long-term customers.

Avoid addressing individual customer digital learning expectations, a wide range to cover. But instead, device your customer training strategy around these fundamental questions and organize.

Is delivering your content drawing any customer’s opinion?
Are you deploying Integrated Software for Technology leverage or Social Learning?
Are you investing in a personalized delivery platform fulfilling customers’ diverse needs?

Collaborating your intent of customer training strategy with such intensity of customer-centric solutions can impact your overall business strategies.

In this blog, you are taking away how the right customer training strategy can impact your business’s competitive edge. Also, this blog can be a useful future insight, so free to bookmark:

6 Actionable Steps to Implement the Right Customer Strategy.

What is a Customer Training Strategy?

Customer Training Strategy is what it sounds like, an evolved business e-learning strategy focussed on resolving customer’s complexities towards your brand. Essentially, educating customers as an idea was to draw brand awareness amongst customers.

Pharmaceuticals, Food, and Health-related Industries were some acquisition-based businesses in the market for ages. Now, evolving technology and digital platforms led SaaS and Tech-based Industries to adapt and become an educational delight for their customers.

E-learning space as employee training wrapped many benefits like enhanced performances, faster onboarding, and lower cost in the long-run employment.

Similarly, customer digital learning space featuring practices like Frequently Asked Questions (FAQs), User Forums, Self-Pace learning, and Real-time metrics are a gateway to a learning ambiance for customers.

Benefits of Employing Right Customer Training Strategy

Personal Branding to Customer Learning Environment.
Self-Paced Learning Establishes Clarity: Reduced Customer Support Tickets.
One Vendor – One Sales Contract – One Budget
Measure Impact through Detailed Reporting and Analysis.

How the Right Customer Training Strategy Impacts your Customer?

1. Mindful Customers: Your Brand Ambassadors.

Customers’ transaction with any brand isn’t limited to funds-based, it’s about the mind! Your learner-centric training strategy must resonate within customers’ knowledge.

Here, mindfulness is an attribute of customers’ awareness about your brand means customers shall know where they’re investing. Therefore, word-of-mouth advertising comes naturally.

Organizing personalized e-learning courses, self-directed learning, and monitoring progress reports creates an acquisition environment for customers. Customers learn, acquire skills, and retain such ambiance in their memory as experience. Hence, they become your brand ambassadors.

2. No Product Complexities: Satisfied Customer.

Every brand has this longing that their product gets utilized thoroughly by customers. Wherefore, competitive demonstrations of their products’ features, add-ons, and various benefits cloud the customer experience – Confused!

Introducing Micro-learning videos, Discussion Forums, and FAQs about new products before even the launch creates space for clarity for customers. Then, exercise the attained attention to resolve and embed benefits and extra features by Hosting Webinars and On-site Demonstrations.

This process fills in the gaps between the customer’s understanding and experience of your product, Satisfied Customer!

3. More Transparency: Customer Becomes Walking Podcast.

Shaping your customers’ e-learning course by curating generic content into a customer-specific is transparency. Your brand’s definition of transparency can lie in delivering multi-audience content.

But, your learning loop must be scaled and personalized to deliver the blended audience. Meaning, it should tackle any learning challenges and create a culture of learning within your organization.

Letting available learning resources without a streamline is like enabling customers’ thoughts without relevant grounds: Bless your customer support team!

True transparency and monitored learning culture create personal engagers.

4. Educating is Empowering: Loyal Customers.

Your organization is renowned in the marketing space, develops commerce by probing customers’ struggles, and delivers value to a diverse audience. The crux of the matter, your organization strategy up to the buyer’s journey is impactful.

But, is customers’ journey limited to buying and using stages of your product only? Think again!
Your customers need you after being bought by your business strategies.

Then comes your organizations’ real value. Educating customers empowers them to feel confident about their buying decision. Experientially, your e-learning environment allows them to add their perceived knowledge to use your product and even add on features, hence, loyal customers.

5. Engaging Customers: Upsells and Increased Revenue.

Providing e-learning courses and developing the right customer training strategy as an intent itself is bound to produce high customer engagements. Once customer engagements happen, you can identify and learn your customers’ behavior metric through LMS.

Learning Management System (LMS) as a tool can harness your customer training strategy by its automated performance insights and AI-driven data analytics. It is like a sophisticated absorption of your customer learning insights, allowing you to improve your growth metrics.

Employing LMS and providing recurring customer support upsells and increases the revenue of your brand naturally.

6 Steps to Implement a Right Customer Training Strategy

1. Set Your S.M.A.R.T Training Goal.

Your Customer Training Strategy needs to exercise and employ SMART goals.

Specific, Measurable, Attainable, Relevant, and Timely. While addressing a diverse range of customers, creating a familiar experience for each segment of customers is a specific goal.

You have managed specificity through flexible plugging of formal or social learning approach through extensions and native integration across your product. Hence, you have configured a multi-audience delivery platform by segmenting according to different customers’ needs.

Now, you can develop measuring metrics through a customers’ data-driven LMS employed by your L&D team. Positioning this measurable learning to the core of your organization will enhance your customer training strategy. And empower your organization to remain relevant to your customers timely.

2. Map a Diverse Delivery Platform.

Your organization’s capabilities to function relevant across the globe require a diverse delivery platform. Your SMART Goal is your need from customer training strategy. Do you need to nurture existing customers’ experiences? Are you proactively addressing diverse audiences while developing training programs? Or are you offering Continuing Education Courses and Social Certifications?

A Learning Management System allows you to map and trace your smart goal efficiently. An LMS offers you AI-driven data, which means intuitive absorption and analysis of customers’ learning progress to further lay out your future business strategies.

Employing such sophisticated and intuitive technology can help you cover both customer’s lifecycle, newly acquired audience, and existing customers needing education about upcoming features, updates, and upgrades of your product.

3. Identify Your Customer Needs and Deploy Relevance.

Your e-learning content should be as easy to read as a student’s cognitive capacity. Or simple terms, keep the content that even a 10-year-old kid can consume and process.

Your customer need not have to be caffeinated to absorb the basic features of your products. More naturally the learning experience, the more customers’ readability interest arises.

Also, be definite about your content that remains relevant to customer queries. Saas and Information Technology Industry products might target the actual engineers. But even a well-educated customer needs a moment of cognitive delight. So as a delight, Gamification options offering badges and progress stars create an enjoyable and engaging experience.

Keep such small measures like this in focus and identify your customer type before implementing a customer training strategy for your organization.

4. Communicate Gaps and Provide Reliable Support.

Engage dedicated customer support team, built-in surveys, real-time support, and web-based forums to communicate gaps and troubleshooting issues. Your support team is a reliable thread to your successful customer training program.

LMS can provide resources and insights integrated with support teams CRM, G-Suite, Google analytics, and various critical software. It gives your customer support team the earliest measure to resolve customers’ issues precisely.

5. Promotion Time: Employ Your Marketing Team.

Your Customer Training Strategy is productive but still missing the spot? The answer to this lies in promoting your prepared SMART Goals. Now, it is time to employ your marketing team to provide launch support through concise emails, field events, and organizing user conferences.

Nurture your marketing trainees as well through LMS integrated with their marketing automation systems. Consider paid advertisement and promotional events to address a wider audience.

6. Measure Your Impact.

Your e-learning ecosystem value is impacting or not, how to measure it? Knowzies Learning Impact enables you to measure the effectiveness of your customer training program. It provides you the kind of information and insights you need to make data-driven business decisions.

Also, it automatically alerts you when your customer training program is underperforming so that you can settle them before they even become a problem. Presto!

An LMS uses the sophisticated layers to acquire and measure your customer training strategy impact and provide you with insights, which is hands down a win-win situation for your business.

Conclusion:

We all agree to the fact that customers in modern days have become informative. Intuitiveness with the right customer training strategy is a leading factor for any customer’s best interest while fulfilling their endeavors.

Educating customers resonates with mindful users, benefits your brand’s perception in customer’s minds. Clarity brings transparency. Therefore, your brand is empowering customers enabling engagement and loyalty.

Every institution is there to educate, but only a few are holding the ace. It’s because learning is an environment. That’s why your customer training strategy must map smart goals which include diverse delivery platforms. Hence, identifying the specific needs of your customer comes into the picture.

These goals will emphasize your core business values to communicate like a dialogue with customers. Lastly, always remember to measure your profound impact and adapt accordingly. To create your personalized customer training strategy, reach out to us.

We are happy to add value! Visit CXcherry to learn more about us.