Custom LMS-Customer support solution is an inevitable service that aids organizations to continuously improve their business processes and provide better solutions every day. It also abridges users and the organization very well. A surpassing service with the assurance of the right and immediate solution to their problems/requests/doubts keeps customers coming back.
Chip Bell, Author of Taking Their Breath Away: How Imaginative Service Creates Devoted Customers states – “Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.”
Like any other service, customer support solutions are constantly evolving with the adoption of new technology. The evident progress of real-time messaging, chatbots, artificial intelligence (AI), videos, & more are the representations of the big changes in customer service.
Regardless of the constructive support of the advanced technology & trends, the implementation concerns run parallel. In order to cope with the challenges while adapting to the new trends, companies require a rich learning curve. Here is where we recognize the need for a robust and efficient learning management system.
A learning management system can corroborate customer service professionals perform their job responsibilities more efficiently. In this article, we have shared the future influence of custom LMS development on customer support services. We have shared ways an LMS can change day-to-day work as well as the course of customer support.
Employee Training – Key To Contended Customer Service
Employees delivering exceptional customer service with every interaction is critical for business scalability. Decision-makers of the organization should emphasize more on customer care training of the employees regularly to not just deliver exemplary customer service but also boost the business’s overall performance.
IBM surveyed that 84% of employees in the best performing organizations are given regular training as per their job roles compared to the 16% of worst performing companies’ employees.
27% of Americans report “lack of effectiveness” as the number one frustration with customer service. (Statista)
56% of people around the world have stopped doing business with a company because of poor customer service experience. (Microsoft)
Over 50% of the companies report that their most critical customer experience issue is “providing a seamless experience across multiple channels.” (Incite Group)
Optimum training and education can deter dissatisfaction and frustration issues while delivering relevant support to the customers. The CEO of Zappos, Tony Hsieh, states that” Customer service should not be a department. It should be the entire company.“
Reasons That Show You Need An LMS for Your Customer Service Team
Customers come with high hopes when they reach customer support.
Today’s fast pacing society demands efficient & relevant communication and information. With an adaptable and easy-to-customize LMS, the support team can become more proactive.
A customized training platform, integrated with necessary resources, can help in building new processes and scaling best practices across the organizations, thereby resolving issues swiftly and meeting customer expectations.
Customers love to share their experiences.
A typical customer likes to share their experience with dozens of people, hence every interaction with them must be taken as an opportunity to portray the specialty in you.
To win over customers consistently, customer support professionals must have the relevant tact, compassion, ability to tap the right information, and more. With LMS, employees can learn and develop these skills over time.
Customers are valuable, making them loyal.
To engage and satisfy customers, businesses need to focus on continuous training for their support team. With a solid LMS, managers can train themselves in understanding their customers better and provide preventive support when they are stuck. With the help of the LMS support team/managers can definitely level up their performance and nurture relationships effectively.
In order to deliver customer expectations, the support team needs requisite customer service online training. Let’s discover ways an enterprise-grade custom LMS improves customer service skills.
7 Ways of Influential Training for Future Customer Service
1. Targeted Onboarding Course
Customer service begins from the first day of employment, which means the employee must be proficient in communication and have the ability to identify & address customer needs.
An employee with any skill shortfall can quickly look for an online course in an on-premise LMS. An LMS can aid employees to hone their skills without cognitive pressure and only focus on overcoming related challenges and learning new techniques.
2. Effective Tracking
Identifying the key metrics, like the strengths and weaknesses, improves the online training strategy and deliver effective training resources. The accessibility of built-in reports and analytics in LMS can help companies monitor employee progress, performance, assessment results & more.
The visualization feature of LMS also helps companies identify patterns and reevaluate the current online training strategy to make every customer service substantial and lucrative.
3. Personalized Learning Paths
When training routes are personalized, companies can cater to every customer’s needs coherently. For instance, Sales personnel should have complete knowledge of product benefits and features in order to meet customer service standards, and the same can be achieved with the help of LMS.
Integrating a content-rich LMS leverages employees/managers to target the online activities and assessments that promote the development of requisite skill sets.
4. Develop Professional Experience
A customized learning content management system can accommodate companies to incorporate real-world activities that provide rare opportunities to learn from their mistakes and make their approach impeccable.
LMS allows authors to prepare courses with real-world examples, storytelling, and scenarios to gain firsthand experience and help them in handling real-time situations more appropriately.
5. Offer Customers Better Product Knowledge
Online training is never limited to the employees, companies can also render interactive courses for their customers to learn more about their products or services. An LMS can help companies upload product demos, tutorials, simulations, & more that navigate better and keeps customers informed.
Customers can empower themselves with more information and take part in the conversation actively with the support professional to receive personalized service.
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6. Auto-Enrollment to Bridge Gaps
We know how continuous learning is essential for uninterrupted scalability and productivity. Advanced featured LMS can assist a support team of any department by suggesting suitable online training material/courses improve their scores. Additionally, LMS can also add new modules to ensure that the service agent/professional is updated with products & services as well as uphold the company standards.
7. Resolve Disengagement
A contemporary LMS comes with the latest as well as elementary features that support a firm in every state. Companies can continuously track patterns of the customers’ engagement and notify disengagement with your products and services.
This can further help the professionals to intervene and reach out to the customers to understand the loophole and act accordingly. In the scenario of a customer canceling the services, companies can catch the customer ahead of cancellation and convince them to deter cancellation.
A Shift from Institutional To Individualized Training
The scattered workforce, after the pandemic, pushed companies to rethink the methods of facilitating corporate training. Integration of the learning management system in the market pivoted to restructure the learning outlook.
Since the future of the LMS resides in the trends of e-learning, we see that the online learning industry is inclined toward a collaborative and inclusive approach. The corporate eLearning trends, such as microlearning, virtual & augmented reality, gamification, and big data analytics will reinforce customer services.
Artificial Intelligence will continue to evolve and offer smart course personalization, granular success evaluation, course content localization for a global audience, and much more. Another trend that we will continue to see is the mobile-forward with user-generated content.
The future of LMS certainly seems bright and will continue to influence customer services with the right solution to your needs.
Alicia is a technical content writer and is associated with A3logics for over a couple of years. She has been in touch with the Mobile Learning Solutions team and is often found struggling with some unique topics for her upcoming projects.
She is often found discussing the latest developments with the technical team. When not working on any of her writing projects, she is either reading any of the Agatha Christie mysteries or busy gardening.