Why Digital Training Can Transform Your Customer Experiences

By Mohana Radhakrishnan, COO, ExpertusONE

In eLearning, internal employees are the most common training audience. But customer training, on the other hand, can be one of the best and most important learning and development investments you can make. Customer training is necessary for product adoption, for creating better customer experiences, for upselling and for sustaining revenue. It also helps build trust with clients. When you prioritize customer training, you can attract and retain your clients at every stage of the customer lifecycle.

Customer training programs primarily consist of courses that help your customers use your products. Resources can range from detailed tutorials to broader bonus content that helps customers optimize the product or service. These programs are designed to strengthen your customers’ trust in your company.

Customers may even benefit from a separate, more comprehensive training program. These could be longer courses that introduce your product for the first time or ongoing tips shared to enhance their existing user experience. Regardless, digital training helps customers get the information they need about specific products. Whether your company is a fast-growing SaaS startup or a global conglomerate, customer training can be an essential asset not only to your customers but to your company as well.

Too many companies neglect customer training programs because they assume it takes too long to produce or that customers will not take part in the training. But this is not accurate. If you already employ a digital training tool (like an LMS) for your internal team’s training needs, you can easily create and implement a customer-facing training strategy that improves their experiences. Even more, many companies develop more comprehensive customer training platforms and then monetize them so that they can generate profit and grow their company’s mindshare in the industry.

A customer training strategy is a natural next step for organizations that have already successfully leveraged digital training tools to serve internal teams. Now, it’s time to take the focus of training outward to impact your network.

Why you need a customer training strategy

Increased Customer Loyalty

Creating a fantastic product isn’t going to lead to brand loyalty if your customers have no idea how to use it. Customer training helps retain more customers by addressing friction points in their experience. It not only educates your customers on how to make the most out of your product but also shows them how invested you are in their success. If customers are falling away because of a steep learning curve, then an onboarding course may help to bring a greater percentage through the process.

Reduced Support Issues

Setting your customers up for success early on reduces their need to reach out for support with basic user issues. This will, in turn, ease the burden of overwhelming support tickets, calls, and emails by allowing you to address common questions and issues in a centralized location. Customers can quickly locate the solution on their own, and your customer service team will have an extensive resource library that goes beyond troubleshooting, saving the company time and money.

Boosted Engagement

Competition for customers is intense. However, customer training software improves the customer experience and differentiates you from your competitors. People tend to use and value a product or service more if they understand how it works and what it adds to their lives. Rather than just getting them past their current stumbling block, customer training programs help them quickly become more knowledgeable so that they are fully aware of your company’s benefits and impact. This increases the chances of customer loyalty than them having to figure out your product on their own.

More Brand Advocates

The more customers can prove the impact of your products or services, the more likely they are to become brand advocates and champions for your company, both internally and to the broader public. They will help your product find new users through referrals and recommendations. Once customers become advocates, they transform into one of your most valuable sales and marketing resources.

No matter how or why you train your customers, a learning management system is a critical component for successful training. Using an enterprise LMS for customer training is the best option because it’s built for that specific purpose. The use of an LMS streamlines and automates much of the onboarding experience and can significantly reduce the administrative load of personally running a customer onboarding program, allowing training managers to focus on more in-depth questions and customer needs.

Leveraging digital tools for customer training

The ExpertusONE LMS platform will help you support your customers no matter the time or location. Companies can provide certification courses, management courses, or even strategy courses offline or on the go. On a global scale, our flexible customer LMS software supports global customer communication with accommodations for multiple languages, including Chinese, English, French, German, Italian, Japanese, Portuguese, Russian, and Spanish.

Interaction Studio

Just as companies train their employees with the most relevant and exciting content, customers also respond to the same materials. Every sale counts, so it only makes sense to extend the same privileges of an engaging LMS platform to your client base and attract them with quality eLearning content.

Interaction Studio makes courses engaging and provides an additional touchpoint so you can reach your customers and showcase your brand. The user-friendliness of this rapid authoring software ensures that all information is easily digested and understood. Keep track of how well your program is running and tweak any areas that will make it more appealing to your learners.

LMS Video Conferencing Tool

Our LMS platform has integrated video conferencing, so you can be there for customers in real-time and answer their questions directly. Quickly solve any issues they have before they escalate. Customers knowing that they have access to your team’s knowledge and support throughout their training will exponentially increase their experience on the platform. In return, your company can receive customer feedback on each course and continuously make improvements. The platform can integrate with Zoom, Webex, Microsoft Teams, and GoToMeeting.

AI Technology

Artificial Intelligence can help companies provide new courses based on a customer’s unique interests. With every use, the AI tech can refine its recommendations for your customers and offer the support they didn’t even know they needed. ExpertusONE’s AI tech ensures content is highly available, easy to find, personally relevant, and contextually appropriate for your brand and, most importantly, the customers you want to retain.

Salesforce LMS Integration

LMS integration with Salesforce, Slack, and Microsoft Teams makes it easy to access courses. Customers can experience personalized formal, informal, and even mobile training within the workplace apps they already use daily — online or off. The ease and convenience make it easier for customers to fully engage with their training.

As you can imagine, choosing the right LMS is incredibly important. Selecting the right (or wrong) one plays a vital role in the success or failure of your customer training program. The right investments in customer training can be a game-changer not only for your customers’ health but also for your organization’s growth and long-term success.

Don’t leave your relationship with your customers up to chance. Utilize customer training to meet their unique needs and build their trust. If you want ExpertusONE to be your solution, request a demo.