by Kati Ross | Oct 25, 2019 | Business Analysis and Strategy, Technical Documentation and Training
Developing a training program – or creating a set of training materials for customers using technology -based applications is vital to customer retention. No smart business leader wants to lose customers simply because customers didn’t fully understand the product or service being offered.
Determining how to begin with training program development can be daunting, as there are multiple moving components. In the era of online learning it can be easy to assume that everyone has the skills or desire to use technology for learning. However, it is important to recognize that every client learns differently. While one person may prefer to review training videos alone, another may thrive in a large group setting. To accommodate these varied learning styles, it is important to provide a diverse set of training materials.
Below is a list of different types of training and how they can accommodate different customers.
Group Webinars
Using technology to provide a presentation or demonstration to a large group via webinar is a cost-effective method for training multiple clients at once. Depending on the webinar service your organization uses, many times customers even have the opportunity to use a chat pod to ask questions, monitor other attendees’ questions and observe a step-by-step tutorial.
One-on-One Webinars
While some may thrive in a group webinar setting, others prefer an individualized approach. Keep in mind that webinar technology does not always have to be used for formal webinars; you can use your webinar platform to provide individual training opportunities to your clients. Skip the formal presentation and cut to the chase by performing a step-by-step demonstration of the concepts the individual client is currently struggling with.
In-Person Training
Some people just find it frustrating to talk over a conference line or use a chat-pod to communicate with a host. For those who struggle with online learning, in-person trainings may be a better solution. One-on-one training with another person allows the individual to learn step-by-step instructions with the flexibility of ongoing interaction with a host to ensure the individual’s understanding of various concepts. In-person trainings also allow customers the opportunity to interact with other customers using your product or service, which can result in positive buzz for your brand.
Step-By- Step Training Videos
Over the last several years training has evolved to accommodate the “read less and watch more” mentality. It is common to search for answers to questions online and select a video tutorial rather than read a list of instructions. Step-by-step training videos let customers learn at their own pace, as it is simple and convenient to pause a video to make sure you understand one step before moving on to the next. Another benefit of video is they can be accessed and viewed at any time.
The downside of video training content is that since there is no opportunity for live interaction with a host, there is no guarantee you can get all your customers questions answered in just one video.
Tip: A solid approach to video training is to work with your team to identify the top issues your customers experience with your product and create a video for each of these scenarios.
Printed Training Guides
When all of the above methods for training fail to meet the needs of a customer, you can always fall back to a printed step-by-step guide. Some customers may find webinars, in-person trainings and videos to be overwhelming, preferring to learn alone. A printed step-by-step guide using a combination of visuals and instructions may be just what this customer needs to fully comprehend the concepts they need to understand to utilize your product or service.
As you can see, training is not a one size fits all approach; it is important to truly understand your customer base and their needs before beginning to develop a program. A successful training program will not only make your customers’ lives easier, but also reduce your company’s need for continuous customer support.
Are you struggling to find the right balance of training activities to help your clients better understand your products or services? The marketing team at Enterprise Iowa can help you customize a comprehensive training program that will be the right fit for your customers. Contact us today to learn more.
by Leah Champion | Jul 10, 2019 | Technical Documentation and Training
Creating proper technical documents and training videos to educate your customers is an important component in your business model. But, your efforts shouldn’t be a one-time deal. Offering ongoing opportunities for customer support and learning could be what sets your company apart from the competition.
Because webinars are an online-based form of learning, individuals can attend from anywhere, making them convenient for customers. If your business product or service requires education or training for customers, consider hosting webinars. While webinars may not be as personal as one-on-one training, they may be able to help your goals by allowing you to educate customers with ease, connect with customers more directly and establish your authority as a local industry expert.
1. Educate with Ease
Hosting a webinar is simple; all you need is a strong internet connection and access to a hosting service, such as Adobe Connect. There are plenty of additional platforms perfect for hosting webinars that you can choose from, making it a simple and efficient method for connecting with and educating your customer base. Tip: If you’re not concerned with publicizing your content, try a Facebook or Youtube Live Stream, encouraging viewers to interact with “likes” and “comments.”
While there are often costs associated with creating an account for various webinar hosting platforms, free options are available to take advantage of as you get started and grow your audience. Depending on which platform you choose to work with, your costs will vary, but it is nothing compared to what you’d spend traveling to various locations around the state – or even nationally and internationally. The only additional cost incurred by your company would be spent in time spent preparing for and hosting the webinar. However, if you incorporate webinars into your workflow regularly, you will be able to more effectively analyze the cost and benefit over time.
2. Connect with Customers
An added bonus of hosting webinars is gaining the opportunity to connect directly with your customers. Generally speaking, attendees of a certain webinar topic all have a common interest, which gives you the perfect opportunity to collect focused feedback. If you’ve got a new product or service you’d like to gather input on, incorporating a questionnaire component into the webinar is a great method for measuring responses.
Another important benefit to connecting directly with customers is that you can address questions and concerns head-on and with transparency. In addition to helping your customers succeed, directly responding to concerns can help boost your reputation and credibility as an organization. Plus, by encouraging participation, you may receive a question or comment you weren’t anticipating, sparking an idea for a follow-up webinar.
3. Establish Your Authority
Humble bragging is the bread and butter of smart business men looking to bring in new customers. In today’s digital culture, widely establishing yourself as an expert is best done online. You have the opportunity to use current and emerging technologies to establish yourself as a thought leader on various topics. For example, a financial adviser might host a webinar titled “Preparing a Budget and Sticking to It!” The idea is to give away some of your competitive secrets to further establish your business as the most knowledgeable on the topic, deepening the trust needed to bring in new clients and retain existing ones.
Give Enterprise Iowa a Call to Plan an Effective Webinar Strategy
Whether you offer a product that requires customer training or want to establish your organization as an industry expert, webinars can be a hugely effective strategy. While making technical documentation and video training available can be beneficial, webinars offer a level of direct connection with clients that can really make your organization stand out. However, there are a lot of business leaders who are camera shy or simply too inexperienced and insecure to take the leap into these live training.
If you work for an organization interested in expanding into the field of webinar-based training but don’t know how to begin, give our team a call. We can provide you with information, guidance and support as you branch out into this new technological venture.
