What Is Missing From Your Customer Online Training Course
It’s often said that employees are your most valuable asset. Thus, they require ongoing training to hone their skills and improve your ROI. The same goes for your loyal customers. They’ve given you repeat business, referred friends, and serve as faithful brand advocates. However, you need to cultivate this trust by giving them access to consumer education courses that build product knowledge and brand awareness. Here are 8 resources that may be missing from your current customer online training course.
1. Product Online Training Tutorials
The online training tutorial will guide them through the whole process of setting up, operating, and/or maintaining the product. The online training tutorial should also highlight the knowledge and skills they should already possess in order to get the best value for money. For example, they’ll need to have a basic understanding of technology in order to install your app or customize your newly launched software. Include screenshots, step-by-step walkthroughs, and other visuals to improve their understanding.
2. Simulations
Simulations present your customers with the challenges they face in their real lives. Thereby, allowing them to see how the product will benefit them in the real world. They can also use simulations to improve the functionality of the product and reduce the learning curve. For instance, they can figure out how to install the product and get it up and running before they make their purchase, or how to diagnose common issues that may arise.
3. Video Demos
Video demos allow your customers to get an idea of the inner workings of the product and how to use it properly. The demo should have scenarios that they would face and present them with the best possible way to approach it. Within the demo, you can also add actions that the customer should avoid, to extend the life of the product. For added entertainment value, use animated characters to demonstrate the unique selling points, which is also a great way to re-enact potentially risky situations. For example, instructing customers on what to do if the product malfunctions or short circuits.
4. Game Mechanics
Incorporate badges, points, and other game mechanics into customer online training to improve learner motivation. Gamification elements give them an added incentive to keep training and building their product knowledge. For example, they can earn special discounts or product upgrades when they earn a sufficient amount of points. Another great game mechanic to consider is leaderboards that spark some friendly competition among your customer base.
5. FAQs
Give customers a list of commonly asked questions that are expertly answered by your experienced team. You can use surveys and focus groups to compile the questions, but you should also approach it from a marketing perspective. For instance, “how can this product help me save time and stretch my household budget?” is a great way to broach the practical USPs. FAQs are an ideal reference source for busy customers who don’t have time to complete online training activities. They can always come back to participate in simulations and accrue more customer loyalty points when there’s more room in their schedule.
6. Social Media Customer Support Groups
You can also venture outside the extended enterprise LMS environment by adding social media groups to your training strategy. This gives customers the opportunity to interact with their fellow consumers and share tips/tricks. They have the chance to provide feedback and insights in a more private forum. Especially if you make the group closed and only grant exclusive access to customers who opt-in. For instance, they need to provide their email and basic contact info via your site to be granted membership.
7. eLearning Course Map
A map ensures we stay the course on our journey and know where we are going. Integrating an eLearning course map gives customers a reference guide to follow. You can make the map interactive, adding resources and table of contents to each stop on the map. Thus, they’re able to pick up where they left off and determine which online training resources they’ve already accessed instead of wasting valuable time repeating the same online training activities that recap the same info.
8. Tip-Packed Podcasts
Produce brief podcasts that cover insightful tips and advice on how to use your products or make the most of your services. Keep each episode under 10 minutes so that customers are able to listen during their commute or on their lunch breaks instead of having to make time in their already hectic schedules. You can even invite guest hosts from within your organization. For example, IT experts who can offer a unique perspective and share creative uses for the product, or the product developer who delves into the initial planning stages and the inspiration behind your latest line.
9. Serious Games
Customers must match the image of the product to its corresponding features, or participate in a quiz show that tests their product knowledge. Serious games are engaging and entertaining, which makes them the ideal addition to your customer online training course. Customers can learn about your brand’s history, product lines, services, and policies. All while having fun and interacting with interesting characters or settings. Try to keep them bite-sized so that online learners can quickly get the information and go about their day instead of being forced to sit through an hour-long product knowledge adventure.
A customer online training course is a cost-effective way to keep customers in the know and promote your lesser-known products. You can also build the hype for upcoming product launches so that your customers are prepared to seal the deal. Use these 9 tips to expand your current eLearning course design and equip consumers with a vast online resource library.
Do your employees know the features, specs, and benefits of your new product line? Read the article Product Knowledge Online Training: 7 Creative And Innovative Activities to discover 7 product knowledge online training activities that your corporate learners are bound to remember.
