However, customer education has evolved as education technology advances. Now, the classroom has transitioned to the digital space, and so has training for customers. As a result, investment in customer education is now considered an excellent idea. Why? Here are five reasons below.
If you are planning to sell a product or service to someone, you are expected to show them how to use it and what are features they need to know that will make their experience better. The easiest way to do this is through customer education programs. Dedicated standard modules from your learning management system (LMS), either through a mobile application or web, can be easily accessed by all your customers on their own time, as long as they have internet access. You benefit from it—an LMS eliminates the future problem of accommodating a huge customer base since it can assist a lot more than your average customer support team can.
Customers will realize that they matter if you show that you are serious about your customer education efforts. By doing so, you let them know that you support them through sharing tools and lending support. In addition, showing them that you are there to guide and keep them up-to-date with the latest buzz builds trust, engagement, and satisfaction. As a result, they will buy more and be less likely to switch to your competitors.
Overall satisfaction with your product or service translates to a strong brand name. People will write glowing feedback on review sites, write blogs, and spread positive word of mouth. These will all lead to an increase in your business growth.
With the age of social media, satisfied customers may build a community around the goodwill created out of your customer-centric approach. There are many online forums now that revolve around various products and services. They enable customers to post questions and access experts and other fans for additional hacks and tips about a particular subject matter. These features may be outside of your main customer education program. Still, if your customers create user-generated forums for your product or service, those now serve as additional, free marketing and advertising tools for you.
Strong customer education strategies help with the efficiency of your customer support team. You might think that a program that focuses on training customers might take the job of your customer success managers and members, but it is quite the opposite.
Customer education programs can help in eliminating the possible help desk bottleneck once your customer base grows. While having only a few channels for support, the customer will likely have to wait in line for their queries. Having fewer support channels generally increases the chance of turnover. With an available online resource that customers can access by themselves, simple questions can easily be removed from the queue. With this, only those callers that have queries that need further investigation will be lining up for support.
Also, a customer training program might help lower support costs since it can be expected to lessen the job of your support reps. As a result, you can lower the members of your customer success teams, shorten their support calls time, or redirect some of them to other high-level tasks such as improving the customer education program itself.
Because of the internet, knowledge transfer is easier and faster than ever before. Numerous surveys show that 70% of educated customers will always or usually use their search engines first whenever they have questions. It is safe to assume that they will look it up on the net first before calling your customer service. Be assertive—provide them already with an online knowledge base. There is a huge chance that they might have questions or need after-sales support. Deliver it before a competitor does.
Customer Education is not just a buzzword-- it adds value to your organization. It helps your business expand by aiding customer satisfaction (through knowledge transfer) and lowering operational costs. It also helps with increasing new customers and maintaining existing ones.
Setting up is easy with the help of a learning management system (LMS). You can efficiently build your knowledge base, customer onboarding, training modules, and other education technology solutions. If your organization does not yet have an LMS, check out Edubrite. Learn more about our award-winning LMS or book a demo today.