As a service provider, delivering high-quality service is not your only goal. You are also responsible for educating your customers on how to derive maximum satisfaction by using your product and service. This is called customer training. It is a process of educating your customers about the product, its features, benefits, and usage. It involves providing your customers with relevant material and information to help them achieve the desired outcome with maximum satisfaction by using your product or service.
Customer Training Best Practices
While customer training is usually a part of the Tech industry, for SaaS and other similar products, any company that wants to retain customers and maximize revenue can offer training to its customers. Listed below are five tips you should follow if you are planning to create an effective customer training program.
1. Understand the needs of your customer
Your training program will be effective only if it offers solutions that your customers actually need. Therefore, the first step towards creating an effective customer training program is to understand your customers’ needs. You can achieve this by conducting customer surveys and interviews. The focus should be to identify those areas of product usage that your customers are most confused about. This will give you a clear idea of the issues you need to cover with your training program.
In addition to this, you can also ask your customers about their desired outcomes by using your product. This will help you train them to derive maximum satisfaction from your product and highlight the areas of improvement.
2. Choose the right tool
Once you have identified the training needs of your customers, the next important step is to choose the right tool to deliver this training. Presently, organizations are going gaga over the benefits of using tools, like Thinkific LMS, to train their customers. These platforms offer bite-sized learning modules that organizations can use to educate their customers about their products’ specific features or usages. Organizations can also provide live tutorials, video lessons, literary content, etc., on these platforms to better connect with their customers.
In addition to this, these web-based tools come at affordable prices. For example, if you see the Thinkific pricing structure, it is a subscription-based model with free and paid licenses. You can compare and contrast all the available options to find out the tool that best suits your as well as your customers’ needs.
3. Be there from the start
The most important tip to remember is not to wait for your customers to witness problems. Make it a habit to sign them for introductory training as soon as they purchase from you. This will ensure a seamless implementation from the start of the customer cycle and help reduce problems later. It would help if you also tried to establish a mechanism to follow up with your customers at some predetermined milestones. This will not only keep your customer satisfied but also offer them an outstanding after-sales experience.
4. Bridge the gaps of the existing training program
Every time you plan to create a new customer training program, you do not have to start from scratch. Evaluate your existing training programs and compare them with the current needs of your customers. This will help you identify the gaps between the training you are currently offering and the training that your customers need. Now, all you have to do is to bridge these gaps.
In short, you should always use your existing customer training programs as a foundation to build the successive ones. This allows you to create new training content without losing the efficiency that you have already achieved.
5. Take a test drive
Allowing a group of selected customers to go through the training and provide feedback is vital before delivering your new training materials to all of your customers. These clients can provide you with unique viewpoints and ideas for how to improve the training.
We hope that these tips prove helpful and you can offer a seamless training experience to your customers. We wish you all the very best!