Discover how to increase customer satisfaction, enhance their experience, and stimulate positive word-of-mouth.
In an era dominated by digitalization, online training has become an indispensable tool for companies seeking to differentiate themselves from the competition and foster customer loyalty. According to the latest Forrester report, 86% of companies that invest in customer education have seen a positive return. Why? Simply because a customer who receives all the necessary instructions on a product is a satisfied customer who doesn't complain and is more likely to return to purchase again.
Elearning: a Valuable Ally for Companies
Offering courses and webinars not only increases the perceived value of a product or service but also strengthens the trust relationship with the customer. Let's take a closer look at the benefits of a good online training program for customers:
- Increased customer satisfaction: Statistics collected by the Forrester group show that customers who have participated in online training programs are more satisfied with the products or services they have purchased and are more likely to make new purchases.
- Improved customer experience: By providing customers with the skills needed to make the most of products or services, the number of support requests is reduced and their autonomy is increased.
- Stimulus for positive word-of-mouth: Satisfied and well-informed customers are the best ambassadors for a brand. A satisfied customer tends to share their positive experience with others, thus generating new business.
How to create an effective customer training program
These are undoubtedly excellent premises, but it is important to develop online training programs based on specific criteria and needs that may vary from company to company. To ensure the success of a training program, it is essential to follow some practical tips:
- Define the objectives: Before starting, it is important to clearly define the objectives to be achieved with online training (increase sales, improve customer satisfaction, etc.).
- Identify the target: That is, adapt the training content to the specific needs and interests of the different customer segments.
- Choose the right platform: Evaluate the different elearning platforms available based on the company's needs and budget and make an informed choice.
- Create quality content: Use simple and clear language, enriching the content with practical examples, images, videos, and infographics.
- Make learning interactive: Use quizzes, simulations, and other interactive activities to keep participants engaged.
- Offer adequate support: Provide participants with constant technical and educational support.
Practical examples of successful online training
As the Forrester report highlights, in the last five years, thanks also to the evolution of technology, the methods of online training offered to customers have changed significantly. While previously video tutorials or documentation (often in PDF format) available on the company's community or website were preferred, today other means get privileged, such as:
- In-app guides: Tutorials or guided paths (guided tours, checklists, pop-ups, etc.) that are integrated directly into an application. They serve to facilitate the use of the app by users, whether they are new or discovering new features.
- Pre-packaged training courses and modules for products/services: A set of ready-to-use teaching materials and courses, focused on training on the use of a product or service. In some cases, these are entire courses, in others, they are short, easily digestible contents (microlearning).
- Free webinars: Many companies organize free webinars on topics of interest to their customers, to generate leads and build loyalty among the audience.
- Paid online courses with certification: To offer a more personalized and in-depth service, some companies offer paid online courses with final certification.
In conclusion...
... investing in online training is not just an option but a necessity for any company that wants to remain competitive in today's market. By offering your customers a personalized and high-quality learning experience, you will not only increase their satisfaction but also create a lasting bond that will result in greater loyalty and increased business.
