Self-service training is a type of training that allows customers to learn and access information about a product or service on their own, without the need for assistance from a customer support representative. This type of training typically involves the use of online resources, such as knowledge bases, FAQs, tutorials, and instructional videos, that customers can access anytime, anywhere.
Self-service training can help customers to quickly find the information they need, troubleshoot issues, and learn how to use a product or service more effectively. It can also help businesses to reduce the workload of their support teams, improve customer satisfaction, and lower costs associated with providing support. Some examples of self-service training include online tutorials, interactive guides, chatbots, and searchable knowledge bases.
Reasons to Offer Self-Service Training to Your Customers
There are several reasons why offering customer self-service training can be beneficial for your business:
Improve Customer Satisfaction
By offering self-service options, customers can quickly find the information they need and solve their own problems, which can lead to higher customer satisfaction.
Reduce Workload for Customer Support Team
Providing self-service training can help to reduce the volume of calls and inquiries your support team receives, freeing them up to focus on more complex issues.
Increase Efficiency and Productivity
With self-service training, customers can access information and solutions at any time, which can save them time and improve their overall experience with your business.
Cost Savings
Providing self-service training can be more cost-effective than hiring additional support staff or outsourcing support functions.
Encourage Customer Loyalty
By providing a convenient and efficient self-service option, customers may be more likely to continue doing business with you and recommend your company to others.
Adapt to Changing Customer Preferences
As technology continues to evolve, many customers prefer to find solutions and information on their own, so offering self-service training can help your business keep up with these changing preferences.
Working with an LMS to Offer Self-Service Customer Training
Implementing a Learning Management System (LMS) for self-service training can be a highly effective way to provide customers with the resources and tools they need to learn about your products or services. An LMS is a software application that allows you to create and manage online training courses, track learner progress, and assess performance.
When selecting an LMS for self-service training, there are a few key features to look for:
Customization
Look for an LMS that allows you to customize the look and feel of the platform to align with your brand.
Content Creation and Management
Choose an LMS that allows you to easily create, manage, and publish course content, such as videos, presentations, and quizzes.
User Experience
Look for an LMS that is easy to use and navigate, with an intuitive user interface that allows learners to easily access the information they need.
Reporting and Analytics
Choose an LMS that provides detailed reporting and analytics features that allow you to track learner progress, measure course effectiveness, and identify areas for improvement.
Integration
Consider an LMS that integrates with other systems you use to manage customer data, such as your CRM or marketing automation software.
Eight Best Practices in Offering Self-Service Training to Customers
Here are eight best practices for offering self-service training to customers:
Keep it simple: Make sure your self-service training is easy to use and navigate. Avoid using jargon or technical terms that may confuse customers.
Offer a variety of resources: Provide a range of resources, such as videos, tutorials, and FAQs, to cater to different learning styles and preferences.
Keep content up-to-date: Regularly update your self-service training content to ensure it reflects the latest product features, best practices, and common issues.
Provide search functionality: Make it easy for customers to find what they're looking for by providing search functionality and clear navigation.
Use visuals: Use visuals, such as screenshots and diagrams, to help customers better understand concepts and processes.
Encourage feedback: Solicit feedback from customers on their experience using your self-service training, and use their input to improve and refine the content over time.
Offer incentives: Consider offering incentives, such as discounts or special offers, to customers who complete self-service training courses to encourage participation and engagement.
Provide support: Even with self-service training, it's important to offer support for customers who may have additional questions or issues. Make it easy for customers to contact your support team if they need further assistance.
By following these best practices, you can create a self-service training program that is user-friendly, effective, and supports customer success.
About LMS Portals
At LMS Portals, we provide our clients and partners with a SaaS-based, multi-tenant learning management system that allows you to launch a dedicated training environment (a portal) for each of your unique audiences.
Our platform is ideal for self-service customer training programs as it allows you to launch a private, customized portal for each of your corporate clients.
The system includes built-in, SCORM-compliant course authoring software that enables most anyone to build engaging courses quickly and easily.
We also offer a complete library of ready-made courses, covering most every aspect of corporate training and employee development.
If you choose to, you can create Learning Paths to deliver courses in a logical progression and add structure to your training program. The system also supports Virtual Instructor-Led Training (VILT) and provides tools for social learning.
Together, these features make the LMS Portals platform the ideal solution for delivering self-service training programs to your customers.
Contact us today to get started or visit our Partner Program pages