Loyal customers are the pinnacle of success for every organization. Therefore, it’s important to focus on how to improve customer experience for retaining & increasing your customer base. Surveys have shown that businesses consider customer service a top priority. The logic behind it is simple; companies that focus on customer service have lesser churn and generate more revenues.
Online training platforms are becoming increasingly essential in most organizations. Helping employees learn and train intuitively and at their own pace. So how do we improve customer service with an online training platform?
How to Improve Customer Experience with an LMS
An LMS solution can become the keystone of your customer experience program. It gives you the tools to induce feelings, behaviors & emotions via education. They can also help in customer retention. To understand more about it, check out our blog on improving customer retention with training.
There are some best practices that you can follow to improve your customer experience:
Set Clear Objectives
Before you begin boarding your customers, identify & ascertain the objectives you plan to achieve with this training program. Create KPIs and key metrics for improving customer experience to ensure that your training moves in the right direction. These metrics will also have you gather and analyze the data and improve your online training program.
Make it Omni-Channel
Customers are no longer tethered to computer desktops or laptops. More than 50% of internet traffic now comes from mobile phones and tablets. Therefore your training program must support a multi-device experience. Consider options like blended learning and social learning to improve customer experience.
Focus on Customer Success
It should all be about the customer. Customers use your product or service because they have a specific goal to achieve. Your online training platform should identify these needs & help customers overcome any obstructions. Focus on customer feedback rather than just transactional data. Ensure that it is journey-centric feedback.
Augment Opportunities to Upsell
When done correctly, cross-selling and/or upselling is also beneficial to the customer. You can achieve this by using your LMS to suggest product recommendations based on the training performance or assessment results. This lets you deliver customer service without having to sell the product to the customer directly.
Facilitate On boarding & Implementation
Onboarding is a crucial aspect of your customer’s future decision concerning your service or product. If the customer is educated properly about the product, they are more likely to stay and generate repeat revenue. Design an introduction to your brand that is detailed and experiential in nature. This helps build a rapport with the customer.
Utilize Journey Mapping
As the customer engages with your brand, make efforts to map their perceptions, processes, and needs to improve customer experience. Cross-reference these journey maps metrics with your customer service training program metrics. Analyze your customer’s weaknesses, strengths, opportunities, and risks.
Advantages of using an Online Training Platform to Improve Customer Experience
A learning management system (LMS) assists organizations in providing training programs that are seamless, engaging & accessible. Adding new content or updating existing ones is fast, easy & convenient due to its built-in assets. You get to control the access to permission and also track performance management.
An LMS solution facilitates a smooth customer onboarding experience. This is large because they have tools and systems that are available at all times. It helps to create a balance between product promotion and value-added training information. These factors help enhance customer satisfaction, thereby improving customer experience.
LMS solutions make the customer experience easy by making the training process engaging and interactive. It allows for continuous expansion of information via content libraries giving access to various training materials. This helps to meet customer needs & expectations.
Therefore, LMS solutions can be modified to facilitate every step of the customer’s journey. They also assist the sales team in taking ownership of the post-sales process. LMS solutions are dynamic in nature. Customers can select training programs that best fit their objectives. Gamification is another way to boost engagement in the training program.
The Link between Customer Experience and Customer Training
Most of the time, customers are educated buyers who have shown an interest in your product or service. You can link customer experience to user behaviour if you use customer training as a framework. This allows an overlap between customer, user and consumer.
However, each of these roles has a specific touchpoint regarding products, services and brand interactions. The expectation-confirmation model is the best way to explain how user behaviour & customer satisfaction are linked and how you can influence both with the right set of information.
When buying a product, consumer behaviour is primarily influenced by its expectation of usefulness. It’s a perception about the investment versus the inherent value of the product. Providing relevant and comprehensive information about the product can swing the decision making process in your favour.
To summarize, brands should focus on two important aspects for success. Ensure that the product is useful, and provide users with the information to capitalize its utility. Customer satisfaction, user behaviour, all work together to improve customer experience which results in repeat business.
Always remember that customer training and customer education encompass every sector. Product and service providers can use online training platforms to build awareness and loyalty for their brands. Providing value-added resources help form a connection between you and your customers which goes beyond self-promotion. This helps the customer to respect and trust your brand.
Online Training Program Features to Look out For
Customers need a guiding hand to set up and use products to maximize their investment value. Even if they don’t end up using it, they would prefer to have it if they might need it in the future. Check out our blog on important aspects to consider in customer services training. Following are some of the features you should look out for in your online training platform:
Find an online training program for customer education that integrates your existing sales process and centralizes your records. For example, an LMS compatible with your CRM software will allow the sales team to have a better outreach with its customers.
Live Training Support
Pre-recorded sessions are useful, but your LMS platform should also support live instructor training to boost engagement and improve customer experience.
LMS solutions house a lot of data. Ensure that it has features that provide easy reporting and analytics that gather useful insights and trends.
In the simplest terms, you need to focus on customer success to improve customer experience. Only then will your brand have a loyal customer base that will provide repeat business. They will also become your brand ambassadors and promote and encourage others to choose your brand.
KloudLearn is the perfect LMS platform for your customer training program. It helps to deliver impactful training that will ensure improved customer satisfaction. To learn more, visit KloudLearn or schedule a demo.