6 Unconventional Ways To Tap Into SME Knowledge For Your Next Customer Online Training Course

SME Knowledge For Your Customer Service Course
Summary: You already utilize SME knowledge to design your online training curriculum and content. Are there other ways you can tap into their expertise in customer online training to boost consumer engagement?

6 Tips To Familiarize Yourself With SME Knowledge

Subject matter experts want to share their knowledge. It’s what drove them to join the profession in the first place. The trouble is that many organizations limit their involvement. They rely on SMEs to develop the core content, then send them on their way. But there are so many ways that you can tap into SME knowledge in your next customer online training course. The expert feels appreciated because they can use their full range of skills and experience. Your organization gets the most from its investment and creates more meaningful content. And the consumer benefits from all the industry expertise you have to offer. Everybody’s a winner. So, how can your online training SME play a more active role in consumer education?

1. Live Customer Training Events

This online training SME task is for experts who are ready to step into the spotlight. Invite them to host a live customer training event to impart their wisdom and interact directly with consumers. If they’re more introverted, they can always write the script or outline for the event and let someone else host. Focus on a single topic so that there’s still time for follow-up questions. This month’s event might feature buying tips for the upcoming product line or troubleshooting advice. Post a viewing guide to build the buzz and raise attendance. For example, outline the top 10 discussion points so customers know what to expect and can already formulate questions.

2. Social Media Q&As

Speaking of questions, SMEs can also start social media Q&As to keep customers informed. Live sessions are more interactive since experts must respond on-the-spot and field follow-up questions. However, they might prefer to receive the queries in advance in order to prep. In either case, post the topic a week beforehand so that customers have time to ruminate on the subject. You can even include a social media poll to see which topics they’re interested in. Or let your SME decide based on their area of expertise and current trends.

3. Demo Videos

SMEs can either host demo videos or direct your latest production. As an example, they show consumers how to use the product and avoid common errors. Or what to do if they encounter a problem and need to restart the device. Demo videos are welcome additions to your consumer training library. However, you can also use them as marketing tools. Post them to video-sharing sites to generate more interest and show how easy products are to use and maintain. Just make sure you have your SME sign off to avoid legal complications. For instance, they aren’t comfortable with their re-enactment going viral on your social media page.

4. Product Pop Quizzes

Pop quizzes can be fun. Albeit, it’s a different kind of fun that appeals to people who want to test their know-how and engage in some one-upmanship. Especially if they’re able to share results on social media or you create a customer training leaderboard. Ask your SME to supply the questions that blend insider knowledge with small doses of humor. For instance, one of the responses is outlandish or makes a pop culture reference. Customers learn more about your product, service, or brand. But they also get a feel for your organization’s personality. Witty responses combined with interesting facts they can actually use tell them that you’re a brand worthy of their investment.

5. Upkeep Infographics

The customer purchased your product thanks to those entertaining pop quizzes, video demos, and live events. Now it’s time to give them resources they can use to upkeep the item and extend its life. Infographics created by your online training SME highlight maintenance and care tips. As well as detailed walkthroughs for how to clean the product or repair minor issues. Include images that show them how to repair a dent or clean the filter. In the case of services, infographics might showcase your areas of expertise or add-on solutions. If you’re lucky, they’ll go viral and bring in new business. Because consumers value brands that don’t just take their money and walk away. They’d rather deal with a company that stands behind their product and understands the importance of consumer trust.

6. Stories That Turn USPs Into Real-World Benefits

Unique selling points are great in sales pitches. They help employees clench the deal by pairing consumer needs with product features. However, they usually fall flat in customer online training. Your charismatic negotiator isn’t there to put their spin on it. So, encourage your eLearning SME to turn those USPs into compelling anecdotes and stories. Tales that tie selling points into practical benefits. Such as how the main character uses the product to solve a problem. Or the unconventional ways they can use your app to improve time management. The perks are more relatable when there’s real-world context. Instead of just a list of functions or applications that you include on the packaging. Another reason to incorporate customer online training stories into your course is to evoke emotion. Customers will connect with their characters and their challenges, which makes it more meaningful.


These unconventional ways to tap into SME knowledge in customer online training may not be feasible if your expert is unwilling. It’s best to test the waters and see if they’re interested in playing a more active role. If not, you can adjust your strategy accordingly or consider hiring a new SME who aligns with your vision. In either case, it’s crucial to define expectations in advance. Everyone must know their part and how their involvement fits into the overall training plan.

Invest in a customer training LMS that’s easily accessible and mobile-friendly. After all, your SME needs a reliable platform to share their insights and engage with consumers. Use our online directory to find the best system for your budget and industry.