7 Reasons to Create a Customer Education Program


Your customers want two things: quality and convenience. They long for a product that meets or exceeds their expectations to solve their problem. And they want to get it and understand it as efficiently as possible.

Customers like to handle most of the buying process on their own. Usually contacting you for support is their last resort, and they won’t be very happy about it. 67% of consumers prefer to know the information on their own before speaking with a representative.

So how can you make the client onboarding process as simple as possible? Well, by creating a customer education program, of course.

It may consist of an FAQ page, a knowledge base, instructional video and audio content, or academies and certifications.

Basically, it provides customers with an extended how-to guide that can answer most, if not all, of the questions they may have when incorporating your product. And then any advanced questions left afterward are directed to a customer support associate or customer satisfaction manager.

Customer education programs can create a more positive and effective experience for both customers and employees who have contact with the customer.

1. You can educate all customers on a large scale

Customer Satisfaction Managers are dedicated to helping you onboard your new customers. However, their job becomes very difficult when each is assigned dozens of clients in one day. They shouldn’t have to hold each customer’s hand and guide them through every step of the process.

Instead, with a customer education program, customer satisfaction managers can focus on educating only those who need extra help. If you still have questions and concerns after tackling the customer education program on your own, the co-workers dealing with the customer will likely be happy to help, as it is surely something that is confusing many other customers.

2. You can make sure that all customers get the same level of information

Every client wants to feel special. So when they find out that someone else was educated more thoroughly than they were, they may not like it, and with good reason. It’s frustrating when there’s a lack of consistency in a customer satisfaction team and when certain partners provide more detailed information than others.

By having a customer education program, you can ensure a consistent onboarding experience for everyone. Each customer will have access to the same courses to help them navigate the product. They can be sure that they have received the same information as the other customers.

3. Your support reps can spend their time on other tasks

One of the biggest time wasters for customer-facing employees is having to answer very basic questions. It’s a waste of both your time and that of your customers, who probably had to stand by for several minutes just to ask you a question that you were able to answer in 30 seconds.

Instead of mindlessly working through hundreds of emails, phone calls, live chat messages and social media direct messages. Your collaborators can focus on answering the more detailed questions from those who still have questions after the program. These issues may take longer to resolve, but your care and support team may feel that their work is more meaningful. Also, outside of customer service, they can spend more time training, working with other teams, and helping update the customer education program.

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4. You can reduce support costs

Your workers have likely spent countless hours on customer support calls. Imagine how much money you could save if you could have fewer employees dedicated to support calls and more focused on other tasks. This is especially useful for customers who have questions 24/7.

Instead of having collaborators working around the clock, you can hire staff for shorter periods of the day and be sure that the majority of your customers will be able to access the resources they need to answer their questions.

Also, a big reason for customer service teams to leave their jobs is repetitive conversations and a seemingly pointless workload. The more employees leave their jobs, the more people you will have to incorporate into your business, who must be hired and trained. Training costs can be high for your company. Therefore, ensuring a more satisfying and valuable experience for your customers can keep your business and your customers alive.

5. Customers will have more confidence in your brand and products

You may be concerned that by educating your customers more, they will also be better able to choose between competing brands. You hope that by keeping them in the dark, they will keep asking you questions and remain loyal.

However, a more educated customer will also be grateful for the company that educated him. Customers want to be taken seriously; they want to be able to solve their own problems and learn new information on their own. By offering them that opportunity, They will trust your brand and your products more and recognize your customer-centric mindset.

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6. You will encourage customers to create online communities

In the past, customers were strangers. They came to a company with only one purpose: to buy a product that would solve an immediate problem. However, this attitude has changed dramatically. Due to the rise of social media, today’s clients really enjoy meeting and networking with each other.

Creating a customer education program can help boost some online communities based around your business. These communities provide opportunities for your customers to ask questions, provide helpful tips and tricks. and give examples of the great work you are doing. And furthermore, increasing the conversation around your brand is one way to get free publicity for yourself.

7. Your clients are already looking for client education programs

You want to satisfy your customers, but maybe for some reason you are no longer doing it. So if you don’t have anything available online, in terms of educational resources, they may find a competitor who does.

Give your customers what they’re already looking for: the opportunity to maintain their pride and educate themselves first. No customer wants to feel incompetent. By giving them the tools they need to be successful, they can confidently solve most of their problems with ease.

Learn more about customer knowledge bases.

Jerry Gordon

About Jerry Gordon

Webmaster, nature and tech lover. Jerry manages the day-to-day operations at DigiToolsadvisor. He loves enjoying his free time, but most of all, trying new tools to master.