So, you just installed a new program and implemented brand new saas software across your organization. It’ll make things more productive. More efficient. And overall, your operation will run much smoother. But there’s a problem. Your employees might not understand how to use the new software effectively. Fortunately, customer training can become one of the most powerful tools in helping your customer’s teams adopt and adapt to this new type of software. Unfortunately, there are some issues that must be overcome to accomplish that. In this article, we’ll go over a few of those common customer education issues that can impact your company.
Introduction To Customer Training
Although technology is magnificent and, when used properly, can be a force for the greater good, that doesn’t mean everybody can adapt to it easily. That’s where customer training becomes an essential part of running a business. Whether you offer training as part of your program or simply want to point tumors the right direction to start doing it themselves, helping customers get started is a significant and important part of the process. Customer training programs are merely programs built, developed, and implemented to help customers learn and understand/train on certain products. They’re a useful tool for both a SaaS provider and their customers to learn how to use new technology or software, and be more efficient in the process.
One of the most significant problems in building a customer training program is the cost of support. Most companies don’t create training until it’s almost too late. That leads to costly support costs. Companies can spend an average of $1,800 per customer issue resolved, necessitating a better approach in this area. The best way to attenuate support cost and prevent them entirely is to market your customer training program to your employees. That way, they’re more likely to use the program and be able to identify areas where support might be required. Moreover you can teach people how to use a product properly from the first day to improve retention rates and satisfaction levels. More than that, having additional support in the form of email, chat, or support lines can also help reduce your support significantly. When it comes to customer education, that’s a pretty big deal. Making customers happy leads to better revenue and loyalty, making the case for better support overall in education platforms.
Onboarding—the process of training a new employee for a new role—is one of the most vital parts of the customer life cycle. Unfortunately, sometimes a new client might only open your application one or two times and then give up on it. Never logging in again can be detrimental to future sales and relationships. For better onboarding, you must understand your customers needs and realize what they require to be successful. This can help you get ahead of any pitfalls as they become familiar with the product or achieve their first successes with it. It can also be an opportunity to focus on the correct tools and find out what really matters to the customer. When you do that, you can give it to them and set them up for success. High-quality customer training programs (at a decent pace and with a blend of different types of learning) can help you onboarding experience go as smoothly as possible, ultimately resulting in more satisfied customers long-term.
With customer learning platforms, the onboarding process is just the beginning. Once it’s completed, it’s up to training to help build product engagement. Fortunately, customer training is a great way to do this. When a customer is engaged with the product, they’re more likely to use it more frequently and stick around longer. Engagement also helps retain customers. Customers who stick around have a more valuable experience and, therefore, are more likely to spend money on your product in the future. Consider using blended learning, quizzes, gamification, real-time communication, and benchmarking to help customers learn. Many of these are time tested methods that can truly help with learning experience and increase product engagement overall.
Your customer training program won’t do a bit of good if it doesn’t help you retain customers. Retention helps build future business and is a magnificent metric for measuring the customer experience. So, how do you keep your customers? Part of it comes down to developing a phenomenal training program that helps so many of the pain points while reducing potential errors. Self-paced learning, blended learning, and certificate programs can all be helpful to accomplish this goal. Customer training can solve many problems throughout the customer experience, which ultimately leads to reduced costs and mitigates other potential problems companies might face when using/adopting new or different types of software throughout their operational lifetimes.