I’m Ina. I’ve worked for ten years in childcare, first as a regular practitioner in a creche, where I then had the chance to gain experience as a creche manager, as well. But, I’ve also been a customer support agent for two major big tech companies, working at IBM and as a trainer at Meta. So, I’ve seen the importance of customer success training at all levels of our daily life, especially in our early years industry, where it makes sense to go digital, but sometimes feels like we’re the last to do so. My aim at Child Paths is to help our customers be most successful, with using our product and in their own business operations. It’s my mission to make myself available to train as many of our customers as I can and be their go-to for support. Here’s a list of 5 benefits to scheduling product training, and why I think each is important.
1. Training teaches customers how to use a product
Just because I know the product inside and out, and its nuances and logic make perfect sense to me, it’s unwise for me to assume this will be the case for our customers. Customer training is a surefire way to get on the same page, together, enhancing a customer’s understanding of the product, and in turn, saving time and money.
Providing customer training can minimize time wastage and alleviate any frustration you may have when you feel like you are not able to use Child Paths to meet your needs.
2. Training shows customers how to get added value from a product
Utilizing software training software helps our customers make the most out of the Child Paths platform, and it can boost a customer’s confidence by answering questions before they’ve even been asked.
But that’s not all when it comes to added value. Perhaps there are features you could use that would make your lives easier? Perhaps showing you an alternative way to use the features you already know would open new opportunities? Customer training showcases all facets of the product.
The more empowered customers are, the more likely it is that other potential customers will hear about our product and want to check it out, too! For these reasons, providing training for our customers is a great way for you, as a customer, to extract the maximum value from our offering, and to help us as a business reach others!
3. Training stops potentially unhappy customers from leaving
Losing a customer is a double-whammy; a business can lose ongoing revenue from a dissatisfied customer, and it’s very unlikely that customer will recommend the product. What can make a customer unhappy? One of the main reasons could be down to education, when our customers feel uninformed or undertrained. It’s our responsibility, not yours, to make sure we are doing the best for you and providing training resources and help whenever possible.
Relevant training that excites and gives customers the tools and knowledge to do their jobs better will help to build a lasting relationship and improve overall satisfaction.
4. Training delights customers and creates advocates
Unlike the previously mentioned double-whammy, delighted customers can be a double win! From a business perspective, satisfied customers help to generate revenue, which in turn enables a business to enhance its product and better serve its customers, continuously improving their experience. And there’s every chance that happy customers will help spread the word.
Providing training can help delight customers, and that’s what we aim for! We want our customers to feel excited by our product and to become experts who feel informed, who feel comfortable sharing features they wish to see developed, and who feel the product is relevant to their needs. We strive to serve our customers so well that they’ll share their experiences with others.
5. Training provides an opportunity to gain valuable customer feedback to improve product and customer experience
Training provides invaluable insight into how customers understand and use products and services. Digging into the reasons behind dissatisfaction can help define what type of training is needed or can additionally be provided to help meet their needs.
The ways customers interact with training may not always give definitive insights into what they’re thinking, but it’s a great way that lets us, intelligently and authentically ask: How can we improve your experience? How can we improve our communication?
Training is an integral part of how we operate at Child Paths. These five reasons for providing training on products and services show that there are benefits for both a business and its customers. And from my experience, training is one of the most important tools for creating a positive customer impact.
About the Author:
Ina Gippius has extensive experience in the Early Years and tech sectors. She currently leads the customer success efforts at Child Paths, and offers free online training to any current customers interested. Please contact Child Paths if you would like to schedule a training session.