Your customer base is your best advocate when it comes to your product. That’s because if they’re already satisfied using your product, they will likely recommend the product or service within their network. To get to that point, you need to ensure a proper customer training system is in place. You want to be able to educate the customer on how to use the system, but in as intuitive a way as possible.
The world is too fast-paced to have customer training take longer than needed. Instead, it needs to be fast, efficient, and straight to the point in many cases, which will help ensure that your customers are entirely up to speed on how best to use the product or service for their specific needs while paving the way for customer success.
What you get out of Customer Training
As a customer, they’ll be able to use the tool you paid for without the constant need to have to go back and review something, ask customer support, or simply be frustrated with the tool and not even use it at all. Many believe that this is the primary critical factor when it comes to customer training. While important, it is only one small piece of the overall equation for a great customer success platform.
For the company, it means streamlined costs and not needing such a large workforce to help support customers. Overall, customer training itself will lead to better customer satisfaction. You can use customer training to build rapport with the customer to make them feel safe with the proper guidance of the tool.
The customer is that touchpoint that often gets overlooked when it should be part of the overall customer onboarding journey, inclusive during the retention period of the customer.
Since you’ve got not only a loyal and engaged customer base because they are properly trained, your customer success activities will only be compounded. That means when customers need to speak to someone from the company, it can shed light on a significant issue that can improve the product. Product improvement from the customer is the best route because their insight and subsequent implementation will go a long way in ensuring customer retention.
Another keynote with trained customers is that their interactions with the company should be positive. If it’s not directly providing feedback for those needed improvements to the product or service, it could come in the shape of a referral, where the customer brings new business to the company. Part of it comes from their success with the product, and another part comes from the customer training that led to their usage and victory.
Take a dual approach to customer training
For those looking to maximize their customer success, it’s best to look at it from two angles. The first comes from a customer training platform designed for the customer’s mindset to self-learn and improve through engaging and friendly content. This is important to keep as a consistent reference point for customers, especially when they have a quick question or confirmation that they need resolving.
The other direction to approach this is through a more hands-on approach to customer training. While during the onboarding process, the customer is undoubtedly given many training sessions and tutorials to help them proceed on their way; it tends to be an overwhelming portion, as well as not always having the right audience to attend it.
Having a more proactive approach to customer training with periodic webinars and masterclasses on the product or service and how it helps boost productivity in the business or showcases a critical new feature helps to keep the content renewed and the customer base interested.
Keep in mind that customer training of this sort, whether it’s an online training course, or informational session, helps with those that may be on the fence about getting themselves onboard and could help them with the final decision to become a sales conversion, and of course, a customer success story.
Finally, engage with the community about the customer training and openly receive their feedback and constructive criticism. It will help you better understand your user base and update the customer training accordingly. Check out Allego’s onboarding guide for more.
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