Most customer success teams run new customer onboarding by scheduling a series of sequenced phone calls. While this seems easy to implement, having your customer success managers (CSMs) run 1:1 and asynchronous processes is very difficult to scale.
This onboarding experience isn't ideal for your customers either. Key attendees might have scheduling conflicts, it's difficult to capture knowledge, and customers may prefer to consume information differently than how it's presented.
Offering on-demand training is a proven, successful strategy for scaling customer onboarding and education. In this post, we describe the 4 key benefits of on-demand training for your customers.
1. Instant access
With on-demand training, your customers can start onboarding as soon as the contract is signed (with Skilljar, this can even be automated from Salesforce). This empowers customers to get started using your product immediately and at their own convenience - 24/7/365 from anywhere in the world. No more delays in onboarding due to the resources needed or from scheduling logistics. The result? Faster time-to-value and happier customers.
On-demand training isn’t subject to fluctuations due to the customer success manager assigned. Customers around the world can receive the same high-quality training experience no matter where they are located or when they participate in training. A consistent message enables you to create a scalable, repeatable process with complete product information directly from the source.
3. Bite-sized learning
Bite-sized (or "just-in-time") training is increasingly popular with adult learners. Instead of marathon instructor-led sessions, on-demand training is the perfect format for busy learners who are on-the-go. The content is easier to consume, and easier to fit into a customer's schedule, whether they are at the office, on the road, or at home. To make this successful, make sure to choose a mobile-responsive LMS like Skilljar to deliver your training!
Customers can easily re-onboard by training new users when there is turnover or new team members. Additionally, on-demand training offers a solution for people who simply missed a previous training due to scheduling constraints.
The bite-sized learning technique is becoming increasing popular. The nature of the instructor-led training method is to covers larger amounts of training material within a training session. On-demand training is the perfect format to deliver bite-sized training. The content is easier to consume, and easier to fit into a customer’s schedule, whether they are at the office, on the road or at home.
Providing access to on-demand training ultimately enables you to support more customers and create a faster onboarding process. By supplying your customers with the right content exactly when they are seeking it, you help build the customer relationship. A positive onboarding experience will lead to increased customer satisfaction, and pave the way for long-term customer success.
To learn more, download our free Ebook, How to Scale Customer Onboarding, using the link below.