‍Createand scale a robust training program for your customers

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Your products or services are worthless if your customers don't understand how to use them or interact with them in the right way. You need to ensure that your customers have the best experience. That's why more and more companies are turning their attention to customer training programs - so that they have a perfect experience with your product, delivering value to them from the start and on a regular basis.

Customer training is a powerful tool that companies use to help their customers get the most out of their products and turn them into true ambassadors for their brand. However, it is necessary for your company to use a training solution to scale and provide a rich, high-quality and consistent learning experience for your customers.

In this article you will see how to create and develop a training program for your customers within your organization in an easy and scalable way.

Defining your client's training and education

Customer training is, in essence, content created to educate, engage and retain your customers (whether new or existing). Typically, these trainings are carried out through personal channels or on demand through support channels used by companies. Training courses or programs are designed to help users of your product or service understand how they work and make your customer see more and more value.

 The importance of a robust training program

Training customers is becoming increasingly essential for companies as their needs and expectations only increase in relation to the use of a product or service.

In addition, industry leaders constantly cite the lack of product adoption as one of the main challenges in the customer journey. With a structured training and education program, your customers will quickly learn how to use your product or service correctly and get the most out of it.

Meeting customer expectations and improving the adoption of the product or service is an effective strategy for retaining them, reducing churn and generating numerous feedback opportunities for improvement.

The benefits of training customers

Prioritizing customer training initiatives will help your organization to:

• Increase customer satisfaction;
• Build customer loyalty;
• Increase your customer retention rates;
• Get a better chance of upselling;
• Generate positive word of mouth and develop ambassadors for your brand; and
• Increase revenue.

Creating a scalable customer training program

While it is important to introduce proper and structured customer training initiatives, it is equally important to ensure that these solutions are scalable. 

Here are 5 tips for implementing customer training within your company.

1. Assess your clients' educational needs

Before making changes or improvements, review your current training and assess your customers' educational needs that are not being met. It is important to identify and consider the challenges and pains your customers are facing in order to achieve success in using your product or service. This is fundamental and is the basis for your training and education programs to move forward and bring the expected results.

2. Re-evaluate the content of your training

With a clear vision of your improvement points, in view of the challenges and pains identified in the previous step, take stock of the content you already have and determine whether these materials and tools are meeting your client's real needs. Also, consider how you share this information and evaluate the results of these efforts: power point presentation, videos, webinars, 1:1 training sessions, among others. This evaluation will be fundamental to the creation and strategy of training content in the long term.

3. Migrate your training to digital

Face-to-face training is expensive and difficult to scale up as your customer base grows. What's more, you don't have the tools or reports to identify whether those people have really absorbed all the learning they need to get the most out of your product or service. Use an online training and development platform where you can manage and track the progress, metrics and engagement of your customers within each training session. This will help your company significantly reduce training costs and increase results with your clients. And it's worth noting that these trainings can be highly interactive with the appropriate use of videos, webinars, polls, quizzes, assessments, tasks, social learning and many other resources.

4. Offer online training to reduce your support and customer success efforts

By offering online training programs, your customers can access the content whenever and however they want, with no time restrictions! This considerably reduces the efforts and work of the support and/or customer success teams.

5. Create targets, KPIs and micromanage

Don't just enroll your clients in training and abandon them. Create KPIs and indicators and carry out micro-management by closely monitoring people's progress and engagement in each training session.

Among the main KPIs (indicators) for training and developing people, we can mention the 10 most important:

1. Membership fee
2. Drop-out rate
3. Customer reaction to training
4. Average learning assessment
5. Individual use
6. Customers reached
7. Training rate via internal multipliers
8. Average number of trainings per person
9. Average training time per person
10. Total amount invested x Return on Investment (ROI)

Here at Hotscool, we understand the importance of onboarding and training customers and we're here to help you. Create your Trial account today and explore the full potential of a robust and simple-to-use platform. If you want to increase your company's revenue, track customer success with your product or service and foster a community of brand ambassadors, request a demo today.

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