In a world powered by innovation, the need for customer education cannot be overlooked. However, in the modern business scenario, few organizations give customer education the importance it deserves.
Despite businesses developing and releasing innovative and complex products, and the improved accessibility of top customer training LMS, the competitive business landscape has forced businesses to put all their focus on development and marketing.
However, enabling customers to make the most of your product is an overlooked opportunity instead of an added expense.
Here are four reasons why you should invest in customer education:
Improved Customer Experience
It’s widely accepted that a customer that has a positive experience with a product or service is more likely to recommend it to others. When customers have the knowledge to take advantage of all the features of their purchase, the customer experience is enhanced. A great customer training program acts as a differentiator for your business and creates value in the customer’s life that goes beyond your product or the troubleshooting process you may already have in place.
Increased Customer Retention
The main objective of customer education is to avoid the pain points a customer may have while using your product. Essentially, this education is aimed at eliminating the friction from the customer’s experience. If you have a complex product that involves a steep learning curve, an onboarding course will help reduce customer churn. Satisfied customers are less likely to shop around for competitor’s products and will more likely remain loyal customers.
Reduced Support Costs
With a trained customer base, it is natural that your business will handle fewer customer complaints. Customers will be able to overcome the most common snags and challenges related to your product on their own. This will not just reduce the time of customer query resolution; it will free up your customer support team to help customers with more complex (and unforeseen) issues that were not part of the training. Ultimately, fewer support requests mean fewer costs to provide support.
In addition, the reduced customer support queues and resolution time will also translate into a better post sale experience for your customers.
Improved Possibilities of Upselling
A customer that can take complete advantage of the basic features of your product is naturally more likely to be interested in an upgrade. When they see the kind of difference your product makes to their lives, they will want to see how it can solve more problems for them. The tools we use the most are usually the ones we want to upgrade. With thorough customer training, you will be able to take your customers to the point where they understand the basic functionalities of your product and are ready to upgrade to one with more features.
While it may seem like an added expense at first, educating customers has significant benefits for your business. Better educated customers that have a smooth customer experience are more likely to become advocates of your brand. Developing training material for customers will also act as a resource of answers for customer queries for your support team.