When we think about customer training for our business, we can be quite single-minded. We focus on improving customer’s knowledge or getting them onboarded quicker.
These are important points, but great customer training doesn’t just impact one area of your business. In fact, an effective training strategy for your organization can penetrate all aspects of your customer’s lifecycle and reap big wins for you.
Today we’re sharing the 6 powerful ways customer training can impact your business.
Successfully Onboard More Customers
Onboarding training is the most important part of your customer’s journey. And a key benefit of training is that it empowers you to map out a fast and effective onboarding strategy for your customers. It welcomes them, gives them direction, gets them activated faster, and boosts your customer’s chances of success.
This improved chance of success comes from showing your customers your product’s ‘A-ha’ moment – the point where your customer sees what the product can do for them. It also enables you to map out their journey and the steps your customer will take to reach this point in a fast and efficient way.
A struggle a lot of businesses face is customers who aren’t continuously engaging with their product. This is understandable. It’s easy for a product to fall by the wayside and be forgotten.
Customer training helps eliminate this issue and keep your customers using your product. From an initial stage, they’re shown the benefits and are therefore more likely to adopt your product.
Providing continuous training on new features or revisions on previous learnings keeps your customers engaged too. They are always reminded of your product, seeing the value and keeping their interest so they stay engaged for longer.
Improves Customer Retention
One of the biggest headaches for businesses is churn. It’s costly and negatively impacts your business. And one of the biggest reasons customers churn is due to insufficient onboarding and product training. If a new customer signs up or purchases your product and are left to their own devices to discover how to use it, there’s a higher chance they won’t see the value or benefit for them, will get confused or forget about your product.
Groove HQ explain this point particularly well in relation to onboarding. They talk about two milestones for customers – when they sign up and when they achieve their first success with your product. They explain that between these two points, your customer is most likely to churn. This is where great onboarding comes in. Onboarding and product training tackles the barriers your customers may run into when they are familiarizing themselves with your product. It reduces the number of hurdles for customers so their journey to success is as streamlined as possible, and in turn, they are more likely to stick around in the long run.
Reduces Strain on Support
Interestingly, in the same article Groove HQ also mention that poor customer service is a major contributor to churn. This makes sense. If customers don’t feel guided and supported it can once again lead to problems.
However, great customer support can be difficult to achieve. The faster you grow, the more support tickets you get, the harder it is to scale and retain a level of quality you and your customers are happy with.
This is where training can help. Onboarding and product training from the get-go can answer so many questions for your customers. If you provide answers to frequent questions through training, it reduces the number of support tickets you’ll get on these common issues so your support team can dedicate their time to resolving more complex customer queries.
Improves Chances of Upsell
One of the most important assets for growing your business is your current customers. They’re a perfect audience to cross and upsell to and training is a great medium for this.
Offering your customers training on products or features they don’t have, and showing the benefits they would get if they added them, is an easy and effective way for you to grow your business.
Upselling through training is simpler and more cost effective too. You don’t have to spend time, money and energy trying to capture new leads. Your customers already know your business. They trust you, so it’s an easier win. Additionally, you know your customer, and the features they’re already using so you can tailor the training to appeal to them, boosting their chances of success.
Trained customers have a better chance of success, and successful customers are more likely to be satisfied with your business. Satisfied customers are your best advocates.
If you create a training program that helps your customers prosper, you’ll find they will spread positive word-of-mouth about your business which could result in referrals, and ultimately new customers.
Training can do so much more
This is just the tip of the iceberg when it comes to training for your business. We see organization’s benefit every day in different ways through customer training. And with the right tools and great training, your business could soon be experiencing the same rewards too.