Customer Training

What is a Customer Training Program?

A customer training program provides your customers with informative materials and content to consume. This helps them in being successful with the product or service they provide, helping them reach their business goals and objectives.

Learning materials can be:

  • Guided
  • Self-paced
  • Or a combination of both, depending upon what your customers prefer and respond the most to.

Customer program training is most commonly seen in the tech industry (Saas) due to the complexity of their product/service. It is usually provided to your external stakeholders like:

  • Resellers
  • Partners
  • Customers, etc.

Knowledgeable client results in a happy client and a happy client can have a huge impact on the revenue of the company through their positive word of mouth, resulting in more sales into the business.

What are the benefits of implementing Customer Training?

Customer training is considered a "value-add" because it helps your business to differentiate itself from others. It not only provides you with a competitive edge over others but can also fetch you the following results:

  • Customer training provides a smoother customer onboarding experience.
  • It helps in increasing the engagement of your product/service with your customers.
  • Customer training plays a vital role in customer loyalty/retention.
  • It also plays a significant role in reducing support costs.
  • It improves your upselling opportunities.
  • Customer training also creates brand advocates who can help in promoting your brand through word of mouth.

How to improve your Customer Training Program?

Onboarding is one of the most critical parts of a customer life cycle journey. Therefore, to improve your customer's onboarding experience you need to:

Understand the needs of your customers:

The first and most important step is to understand the needs of your customers, help them to solve a problem, and not just try to sell them your services. As a trainer, you need to map out and prioritize the challenges of your customers and help them in solving them.

Focus on the right tools:

The second step is to identify and confirm what your customer wants from you. Help them out by providing them with the most relevant tools to reach their respective goals.

Offer the right mix of learning and educational content:

Focus more on application-based learning. Show them how it's done and motivate them to keep improving on it. Provide them with training that not only helps them in understanding your platform but also inspires them to constantly keep improving their business offerings.

Provide self-paced learning:

It's important to find the right combination of hands-on and self-paced training. This helps in giving your customers a good chance of completing the training at their own pace, thus resulting in better knowledge of the product/service.


How to build an outstanding Customer Training Program?

Identify Program Goals:

To build a good customer training program you need to first identify what exactly do your customers want to learn from you. To understand that you need to follow the S.M.A.R.T model, i.e create goals that are:

  • Specific
  • Measurable
  • Attainable
  • Relevant
  • Time-bound.

Following them can help your brand by:

  • Helping you generate ideas that will help your customers to improve.
  • It will help you to identify what’s working and what’s not working for you, which can then be improved.
  • Creating learning pathways to improve the whole training process.
  • It also helps your brand in prioritizing and managing your training courses.

Choose the right technology for your business:

The success or failure of your training program is dependent on the technology you choose.

To do that, you need to answer questions like:

(i) Is your software easy to use?
(ii) Does your software provide the flexibility and control your customers are looking for?
(iii) Is your platform easily accessible through a mobile device?
(iv) Is your platform interactive? Does it include points and badges to keep your customers engaged?
(v) Does it offer an analytics and reporting system to check their performance, etc?

Create Engaging Content:

Lastly, but most importantly, is your content engaging? This is something that you need to consider to determine the success of the program.

It is purely based on the fact that whether the training is suiting the customer's needs. If your customers don't find value from it they would not indulge themselves with your program. 

Here are a few things that you need to consider to support your training program:

(i) Video content with graphics that gives your customers a walkthrough of your product and also highlights the benefits and features of the product.
(ii) Chatbot feature to support your customer queries in real-time without having to make them wait.
(iii) Micro-learning lesions focusing on the individual topics or features of the product.
(iv) Blog articles on those topics that provide better insights to your readers.
(v) Build a community that allows your customers to interact with you and your other customers. This will generate engagement for your business.
(vi) Virtual sessions to keep your customers engaged with your brand and to also collect feedback on your learning program.

How to promote your Customer Training Program?

You can promote your customer training program by:

  • Hosting a webinar for your audience. (We suggest you to check out this blog to know more on Webinar Software Platforms)
  • Through email campaigns.
  • Offer online training packages.
  • Provide them with training credits or vouchers.
  • In-app messaging (chatbots).
  • Run social media campaigns.
  • Create a certification program.
  • Generate a separate training page on your website.
About Engati

Engati powers 45,000+ chatbot & live chat solutions in 50+ languages across the world.

We aim to empower you to create the best customer experiences you could imagine. 

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