[{"data":1,"prerenderedAt":37},["ShallowReactive",2],{"blog-post-customer-education":3},{"post":4,"recommendedBlogs":34,"chosenCategory":35,"safeJson":36,"isDynamic":31},{"id":5,"uuid":6,"title":7,"slug":8,"html":9,"comment_id":10,"feature_image":11,"featured":12,"visibility":13,"created_at":14,"updated_at":15,"published_at":16,"custom_excerpt":17,"codeinjection_head":18,"codeinjection_foot":19,"custom_template":19,"canonical_url":19,"tags":20,"authors":21,"primary_author":28,"primary_tag":19,"url":29,"excerpt":17,"reading_time":30,"access":31,"comments":12,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":32,"meta_description":33,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a7148700019806f4","ffb391aa-7be4-4e0a-b24e-f45838de4dce","Customer Education: Benefits, Example, and Best Practices","customer-education","\u003Cp>Imagine a laptop brand called Banana running its unique BacOS. Enticed by promotional videos, you visit a Banana outlet to buy one. But no one is there to help you. After hours, you finally find the perfect laptop on your own.\u003C\u002Fp>\u003Cp>A month later, Banana released an update that drastically altered BacOS’s interface and features. They did not update user manuals or create help documents for guidance. Customer support remains unresponsive to calls and emails.\u003C\u002Fp>\u003Cp>You decide to leave Banana for something better. Here, Banana made a grave mistake of not providing proper customer education. This is the one of the important reasons why customers churn from a product.\u003C\u002Fp>\u003Cp>In this blog, let's learn what customer education is, it's benefits, importance, KPIs to watch out for, and best practices.\u003C\u002Fp>\u003Ch2 id=\"what-is-customer-education\">\u003Cstrong>What is Customer Education?\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Customer education is the process of teaching your customers how to use your product or service effectively. It includes creating resources like tutorials, webinars, and guides that help users maximize product value, understand features, and resolve issues independently.\u003C\u002Fp>\u003Cblockquote>Customer education helps learners achieve their goals by teaching industry and product skills, promoting product credibility and value.\u003Cbr>\u003Cbr>- Vicky Kennedy, \u003Cbr>Founder, Echtus\u003C\u002Fblockquote>\u003Ch2 id=\"why-customer-education-matters\">\u003Cstrong>Why Customer Education Matters?\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Revisiting the story, Peach won over Banana because it provided better customer education and support. You chose Peach on Hailey's recommendation, reflecting her positive experience and trust in the brand. \u003C\u002Fp>\u003Cp>This demonstrates how satisfied customers become brand advocates, influencing others’ decisions within their network.\u003C\u002Fp>\u003Cp>Consider these three factors to deliver effective customer education:\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F09\u002FImportance.jpg\" class=\"kg-image\" alt=\"Illustration of Importance of Customer Education\" loading=\"lazy\" width=\"1440\" height=\"900\">\u003C\u002Ffigure>\u003Ch3 id=\"1-improved-product-experience\">1. Improved Product Experience\u003C\u002Fh3>\u003Cp>Would you rather choose a popular product with no customer education and support, or a less popular one that offers extensive learning resources in multiple formats?\u003C\u002Fp>\u003Cp>You’ll likely choose the second option, even if the popular product has top features. A product with clear guidance and self-service resources will offer a better experience for understanding features and troubleshooting.\u003C\u002Fp>\u003Cp>\u003Cstrong>Product experience depends not only on feature quality but also on how well it educates you to use it effectively for your specific needs and time constraints.\u003C\u002Fstrong>\u003C\u002Fp>\u003Ch3 id=\"2-increasing-competition\">2. Increasing Competition\u003C\u002Fh3>\u003Cp>When promoting your product’s advantages, competitors will likely emphasize theirs as well. This competition underscores the importance of delivering excellent product experiences and a smooth customer journey to gain a competitive edge.\u003C\u002Fp>\u003Cp>In fact, \u003Ca href=\"https:\u002F\u002Fwww.smartkarrot.com\u002Fresources\u002Fblog\u002Fcustomer-experience-statistics\u002F?ref=blog-api.saastube.io\">66 %  of consumers want brands to understand and address their needs\u003C\u002Fa>, which can be achieved through strategic customer education at every stage of their journey.\u003C\u002Fp>\u003Ch3 id=\"3-improving-your-customers-skillset\">3. Improving Your Customers’ Skillset\u003C\u002Fh3>\u003Cp>Use this opportunity to go beyond customer education and product adoption. Address customer challenges by guiding them to helpful resources outside your product’s scope. This engagement fosters trust and strengthens customer relationships.\u003C\u002Fp>\u003Cp>Make sure your solution naturally connects with your product while showing customers they are valued partners, not just entries. The ultimate goal is to let your customer know “Hey, you’re not just another customer entry for us. We want to help you succeed!”\u003C\u002Fp>\u003Cp>\u003Cstrong>How Hubspot does it:\u003C\u002Fstrong> \u003Cbr>Thousands of inbound marketing, sales, and support professionals use HubSpot daily. HubSpot further supports its users by offering HubSpot Academy, providing sought-after business skills. Over 165,000 professionals have advanced their careers through HubSpot Academy certification.\u003C\u002Fp>\u003Ch2 id=\"how-customer-education-can-profit-you\">\u003Cstrong>How Customer Education Can Profit You\u003C\u002Fstrong>?\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F09\u002FBenefits.jpg\" class=\"kg-image\" alt=\"Illustration of Benefits of Customer Education\" loading=\"lazy\" width=\"1442\" height=\"1648\">\u003C\u002Ffigure>\u003Ch3 id=\"1-eliminate-buyer-s-remorse\">\u003Cstrong>1. Eliminate Buyer’s Remorse\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Buyer’s remorse arises when customers doubt the value of their new purchase. Effective customer onboarding reduces this doubt by guiding customers through setup, product features, and usage. This fastens their path to seeing value and reinforces their decision to buy.\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>\u003Cem>Good user onboarding does three things—it \u003Cstrong>educates\u003C\u002Fstrong> users on the problem, it showcases the features of your solution, and it signals that the ‘better life’ the user signed up for is right around the corner.\u003C\u002Fem>\u003C\u002Fstrong>\u003Cbr>\u003Cbr>\u003Cem>- Samuel Hulick, The Elements Of User Onboarding\u003C\u002Fem>\u003C\u002Fblockquote>\u003Ch3 id=\"2-meet-customer-s-diverse-learning-needs\">\u003Cstrong>2. Meet Customer’s Diverse Learning Needs\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Customers now expect immediate, easy access to solutions. A well-designed \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-education-strategy\u002F?ref=blog-api.saastube.io\">customer education strategy\u003C\u002Fa> meets this need by offering personalized, on-demand content tailored to various customer segments.\u003C\u002Fp>\u003Cp>Provide \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-enablement\u002F?ref=blog-api.saastube.io\">customer enablement\u003C\u002Fa> materials in various formats, such as videos, interactive guides, and \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fin-app-tutorials\u002F?ref=blog-api.saastube.io\">in-app widgets\u003C\u002Fa>, to offer flexible learning options tailored to user preferences.\u003C\u002Fp>\u003Ch3 id=\"3-earn-customer-loyalty-and-trust\">\u003Cstrong>3. Earn Customer Loyalty and Trust\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Customer education boosts revenue metrics and fosters a loyal customer base. As you provide consistent customer education, these customers become advocates, promoting your product.\u003C\u002Fp>\u003Cp>Use referral programs to encourage loyal customers to refer friends. Satisfied customers are more likely to share, especially when rewarded for their loyalty. Meeting customer expectations sets you apart, boosts satisfaction, and turns customers into advocates.\u003C\u002Fp>\u003Ch3 id=\"4-offer-scalable-customer-training\">\u003Cstrong>4. Offer Scalable Customer Training\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>As your business grows, scalability in customer training becomes crucial. One-on-one training or live chat support may not suffice due to resource limitations. BuildOps, one of our customers, faced a similar challenge, which we detail further below.\u003C\u002Fp>\u003Cp>Implementing a robust customer education system effectively addresses scalability. With this system, customers gain 24x7 access to self-service portals, customer success managers, and LMS courses. Your role is to maintain and update it regularly.\u003C\u002Fp>\u003Ch3 id=\"5-reduce-load-on-customer-support\">\u003Cstrong>5. Reduce Load on Customer support\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Establishing a customer education initiative reduces traffic to support teams, allowing them to focus on critical issues instead of redundant tickets.\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomer-educated-podcast\u002Fbuilding-a-customer-education-program-for-startups\u002F?ref=blog-api.saastube.io\">In one of our podcast episodes\u003C\u002Fa>, Monica Sindwani suggested these steps to help you get started on a solution:\u003C\u002Fp>\u003Cp>\u003Cstrong>Step 1\u003C\u002Fstrong>: Review current or past support tickets over a specific period.\u003C\u002Fp>\u003Cp>\u003Cstrong>Step 2\u003C\u002Fstrong>: Sort tickets into case categories, such as onboarding issues, feature “X” issues, and bugs\u003C\u002Fp>\u003Cp>\u003Cstrong>Step 3\u003C\u002Fstrong>: Develop a customer education program with articles, videos, and guides targeting each category to address common issues.\u003C\u002Fp>\u003Cp>\u003Cstrong>Step 4\u003C\u002Fstrong>: Distribute content through support requests, email replies, and your knowledge base.\u003C\u002Fp>\u003Cp>After resolving common issues, focus on niche support requests and host live webinars.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-embed-card kg-card-hascaption\">\u003Ciframe style=\"border-radius: 12px\" width=\"100%\" height=\"152\" title=\"Spotify Embed: Ep 1: How Monica Sindwani Leveraged The Power of Support Tickets At Agentsync (Part 1)\" frameborder=\"0\" allowfullscreen allow=\"autoplay; clipboard-write; encrypted-media; fullscreen; picture-in-picture\" loading=\"lazy\" src=\"https:\u002F\u002Fopen.spotify.com\u002Fembed\u002Fepisode\u002F2L0pjG33OLu8Y6TFp5qJqC?si=dggcgrUfSDW9ft3E1rpMhw&utm_source=oembed\">\u003C\u002Fiframe>\u003Cfigcaption>Customer Educated Podcast ft. Monica Sindwani\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Ch3 id=\"6-gain-insights-on-customer-pain-points\">\u003Cstrong>6. Gain Insights on Customer Pain Points\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Customer education activities help you understand how your customers interact with your product. For example, you can get insights on:\u003C\u002Fp>\u003Cul>\u003Cli>Where customers struggle the most during onboarding processes.\u003C\u002Fli>\u003Cli>Whether customers can meet their goals without hassle.\u003C\u002Fli>\u003Cli>The features that customers find difficult to use,\u003C\u002Fli>\u003Cli>and as an extension where customers need upskilling within the product.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Use these insights to better understand customers, improve customer education materials, and share findings with teams like sales and marketing.\u003C\u002Fp>\u003Cp>Customer struggles and expectation mismatches help the sales team refine their pitch. The product team uses these insights to enhance the product experience, add features, and fix bugs. Insights on customer goals or frequently viewed content can guide effective marketing campaigns.\u003C\u002Fp>\u003Ch3 id=\"7-increase-up-selling-and-cross-selling-opportunities\">\u003Cstrong>7. Increase Up-selling and Cross-selling Opportunities\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Well-educated customers who find ongoing value in your product are more likely to upgrade. Pitching relevant offerings further enhances retention. \u003Ca href=\"https:\u002F\u002Fwww.invespcro.com\u002Fblog\u002Fcustomer-acquisition-retention\u002F?ref=blog-api.saastube.io\">Invespcro reports that 60-70% of existing customers will repurchase\u003C\u002Fa>, so implement a strategic customer education program to boost time-to-value and retention.\u003C\u002Fp>\u003Ch2 id=\"what-are-the-kpis-to-measure-customer-education-initiatives\">What Are the KPIs to Measure Customer Education Initiatives\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F09\u002FKPIs.jpg\" class=\"kg-image\" alt=\"Illustration of Key Performance Indicators for Customer Education\" loading=\"lazy\" width=\"1442\" height=\"1648\">\u003C\u002Ffigure>\u003Ch3 id=\"1-product-adoption-rate\">\u003Cstrong>1. Product Adoption Rate\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>The product adoption rate shows the proportion of customers actively using your product relative to total users.\u003C\u002Fp>\u003Cp>An increase in product adoption rate shows that onboarding helps new customers achieve quick time-to-value and that existing customers are gaining more awareness and value from your product’s capabilities.\u003Cbr>\u003Cbr>\u003Cstrong>To Calculate Product Adoption Rate:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>( New Active Users \u002F Total Signups ) X 100\u003C\u002Fstrong>\u003C\u002Fblockquote>\u003Ch3 id=\"2-customer-satisfaction-rate\">\u003Cstrong>2. Customer Satisfaction Rate\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Customer satisfaction rate is a direct measure to tell if customers are satisfied with the product experience you provide.\u003C\u002Fp>\u003Cp>A higher satisfaction rate is usually associated with good and active customer education strategies along with good customer support.\u003C\u002Fp>\u003Cp>\u003Cstrong>Calculating Customer Satisfaction Score (CSAT):\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cstrong>Step 1\u003C\u002Fstrong>: Survey your customers and ask them to rate their experience with your product on a scale of 1-5 or from “very dissatisfied to very satisfied”.\u003C\u002Fp>\u003Cp>\u003Cstrong>Step 2\u003C\u002Fstrong>: Note down the number of people who’ve voted for “4 or 5” \u002F “Satisfied or very satisfied”. These are your \u003Cstrong>Satisfied Respondents\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cstrong>Step 3\u003C\u002Fstrong>: Use this formula to get your CSAT -\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>(No. of Satisfied Respondents \u002F Total No. of Respondents) X 100\u003C\u002Fstrong>\u003C\u002Fblockquote>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F09\u002FCustomer-score.jpg\" class=\"kg-image\" alt=\"Illustration of Customer Satisfaction Score\" loading=\"lazy\" width=\"1440\" height=\"900\">\u003C\u002Ffigure>\u003Cp>For example, in a survey with 50 customers, let’s say 12 of them vote “very satisfied” and 15 of them vote “Satisfied”, the CSAT would be -\u003C\u002Fp>\u003Cp>( (12+15) ) \u002F 50 ) X 100 = ( 27 \u002F 50 ) X 100 = \u003Cstrong>54%\u003C\u002Fstrong>\u003C\u002Fp>\u003Ch3 id=\"3-customer-growth-metrics\">\u003Cstrong>3. Customer Growth Metrics\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Measure customer base growth and value using metrics like customer retention, churn rate, and lifetime value.\u003C\u002Fp>\u003Ch4 id=\"customer-retention-rate-\">\u003Cstrong>Customer Retention Rate:\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>Customer retention rate shows how many customers continue using your product without churning. Satisfied customers who adopt your product are typically less likely to churn\u003C\u002Fp>\u003Cp>Customer retention rate is a key metric for assessing customer value, highlighting the ease of selling to existing customers.\u003C\u002Fp>\u003Cp>\u003Cstrong>Calculating Customer Retention Rate:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>To calculate the CRR for a specific time frame, we need 3 things:\u003C\u002Fp>\u003Cul>\u003Cli>The number of \u003Cstrong>C\u003C\u002Fstrong>ustomers \u003Cstrong>A\u003C\u002Fstrong>t the \u003Cstrong>S\u003C\u002Fstrong>tart of the time period (\u003Cstrong>CAS\u003C\u002Fstrong>)\u003C\u002Fli>\u003Cli>The number of \u003Cstrong>C\u003C\u002Fstrong>ustomers \u003Cstrong>A\u003C\u002Fstrong> the \u003Cstrong>E\u003C\u002Fstrong>nd of the time period (\u003Cstrong>CAE\u003C\u002Fstrong>)\u003C\u002Fli>\u003Cli>The number of \u003Cstrong>C\u003C\u002Fstrong>ustomers you \u003Cstrong>G\u003C\u002Fstrong>ained in this period (\u003Cstrong>CG\u003C\u002Fstrong>)\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Now, let's put this into a formula:\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>CRR = ( (CAE-CG) \u002F CAS ) X 100\u003C\u002Fstrong>\u003C\u002Fblockquote>\u003Ch4 id=\"customer-churn-rate\">\u003Cstrong>Customer Churn Rate\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>This is the opposite of customer retention and lets you know how many customers are churning. \u003C\u002Fp>\u003Cp>Suppose there is no reduction in churn rates even over a generous period of time, you need to revisit your existing customers and re-evaluate your customer education strategies catering to them.\u003C\u002Fp>\u003Cp>\u003Cstrong>Formula to calculate Churn Rate (CCR) for a time period:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>CCR = (No. of customers lost \u002F Total customers at the start of the period) X 100\u003C\u002Fstrong>\u003C\u002Fblockquote>\u003Ch4 id=\"customer-lifetime-value\">\u003Cstrong>Customer Lifetime Value\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>Customer lifetime value measures the total revenue expected to be generated during the journey with your company.\u003C\u002Fp>\u003Cp>Effective customer education helps customers get the maximum value from your product. This makes it a no-brainer for them to invest in a higher plan for more benefits or check out your other products.\u003C\u002Fp>\u003Cp>\u003Cstrong>To calculate Customer Lifetime Value (CLV), you’ll need:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Average Purchase Value - Total revenue \u002F No. of purchases\u003C\u002Fp>\u003Cp>Average Purchase Frequency - No. of purchases \u002F No. of paying customers\u003C\u002Fp>\u003Cp>Average Customer Lifespan - Sum of customer lifespans \u002F Total no. of customers\u003C\u002Fp>\u003Cp>The formula for CLV:\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>CLV = Average Purchase Value X Average Purchase Frequency X Average Customer Lifespan\u003C\u002Fstrong>\u003C\u002Fblockquote>\u003Ch3 id=\"4-net-promoter-score\">\u003Cstrong>4. Net Promoter Score\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Net Promoter Score (NPS) tells you how loyal your customers are by asking them how likely they are to recommend your product to others. This is done through an in-app score survey, where customers can choose from 1-10, where 1 = less likely to recommend and 10 = more likely to recommend.\u003C\u002Fp>\u003Cp>A positive NPS correlates with good customer satisfaction and can increase the number of high-quality leads you get.\u003C\u002Fp>\u003Cp>\u003Cstrong>Conducting an NPS survey:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cstrong>What you need:\u003C\u002Fstrong> To reach your customers, you can build your own survey pop-up within your app or you can get a third-party tool\u003C\u002Fp>\u003Cp>\u003Cstrong>What you need to ask:\u003C\u002Fstrong> An NPS typically contains no more than 2 questions (the 2nd one being optional)\u003C\u002Fp>\u003Cp>Example Question 1: On a scale of 1 to 10, how likely are you to recommend [Product Name] to a friend or a colleague?\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F09\u002FNPS.jpg\" class=\"kg-image\" alt=\"Illustration of Net Promoter Score\" loading=\"lazy\" width=\"1440\" height=\"900\">\u003C\u002Ffigure>\u003Cp>Example Follow-up Question (Optional): What’s the primary reason for your score?\u003C\u002Fp>\u003Cp>\u003Cstrong>Interpreting the responses:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>People who voted:\u003C\u002Fp>\u003Cul>\u003Cli>0 to 6 - are not likely to recommend your product\u003C\u002Fli>\u003Cli>7 or 8 - are satisfied but might not be actively recommending your product\u003C\u002Fli>\u003Cli>9 or 10 - are loyal and more likely to recommend your product.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3 id=\"5-learning-management-system-metrics\">\u003Cstrong>5. Learning Management System Metrics\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Learning Management System metrics provide insights into how learners engage with your courses. For example:\u003C\u002Fp>\u003Cp>\u003Cstrong>No. of enrolled users: \u003C\u002Fstrong>This lets you know how many users have enrolled for your training courses.\u003C\u002Fp>\u003Cp>\u003Cstrong>Course completion rate:\u003C\u002Fstrong> This carries the information on the percentage of users who complete the courses they start.\u003C\u002Fp>\u003Cp>A high enrollment rate and course completion rate indicate that customers find your courses valuable and engaging enough to complete them.\u003C\u002Fp>\u003Ch3 id=\"6-knowledge-base-software-metrics\">\u003Cstrong>6. Knowledge Base Software Metrics\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Knowledge Base Software metrics help you understand if customers find value in your self-service help center. For example:\u003C\u002Fp>\u003Cp>\u003Cstrong>No. of visits: \u003C\u002Fstrong>This tells you how many users have visited your knowledge base over a period of time.\u003C\u002Fp>\u003Cp>\u003Cstrong>Article views:\u003C\u002Fstrong> Find out which articles are popular among viewers and which ones don’t get too many visits. You can also see the articles that users spend the most time on.\u003C\u002Fp>\u003Cp>An increase in these metrics means that customers can easily find the portal and successfully use it to resolve issues on their own.\u003C\u002Fp>\u003Ch3 id=\"7-customer-service-metrics\">\u003Cstrong>7. Customer Service Metrics\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Customer Service metrics help you realize if your customer education initiatives are running effectively. For example:\u003C\u002Fp>\u003Cp>\u003Cstrong>No. of tickets raised:\u003C\u002Fstrong> This tracks the number of tickets your support team receives over a period of time\u003C\u002Fp>\u003Cp>\u003Cstrong>Average ticket resolution time:\u003C\u002Fstrong> This lets you know the average time taken by the support team to resolve a ticket. \u003C\u002Fp>\u003Cp>If your overall tickets raised reduces, it is a positive sign for the performance of your customer education activities. Similarly, if your customers are more educated on how your product works, it will reduce the number of tickets on common queries.\u003C\u002Fp>\u003Ch2 id=\"your-customer-education-success-blueprint\">\u003Cstrong>Your Customer Education Success Blueprint\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>When customers effectively use your product, solve problems easily, and confidently share their experiences, they become advocates. Achieve this reality with a robust customer education strategy.\u003C\u002Fp>\u003Cp>In a constantly evolving digital landscape, keeping customers educated and engaged is essential for success.\u003C\u002Fp>\u003Cp>Use these best practices in your customer education programs to unlock your product's full potential and ensure customer satisfaction.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F09\u002FBest-practices.jpg\" class=\"kg-image\" alt=\"Illustration of Best Practices for Customer Education\" loading=\"lazy\" width=\"1440\" height=\"1884\">\u003C\u002Ffigure>\u003Ch3 id=\"1-understand-your-customers\">\u003Cstrong>1. Understand Your Customers\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Customer education isn’t “one size fits all.” Understanding your audience and their content goals is essential to keeping learners motivated.\u003C\u002Fp>\u003Cp>\u003Cstrong>Segment your customers:\u003C\u002Fstrong> Identify key customer groups to determine your target audience. Start by surveying customers, analyzing user data, and creating personas for each segment. With this information, proceed to:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Figure out customer motivation: \u003C\u002Fstrong>Customers have varied motivations for joining your education program. Since lengthy training sessions are less appealing, understanding their motivations allows you to tailor the program accordingly. \u003C\u002Fli>\u003C\u002Ful>\u003Cp>For example, If a customer group seeks to learn your product to secure their job, position the education program as a tool to help them achieve their career goals, like earning a promotion.\u003C\u002Fp>\u003Ch3 id=\"2-use-multi-format-content\">\u003Cstrong>2. Use Multi-format Content\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Use a multi-format approach with documents, interactive guides, and videos for customer education. Offering varied formats makes content easier to consume and understand.\u003C\u002Fp>\u003Cp>To choose the right content type, consider your product's technical requirements (coding skills) and complexity (learning curve).\u003C\u002Fp>\u003Cp>For products that are easy to learn and require minimal coding, use short videos and interactive guides. If the product has a steep learning curve or requires coding skills, include detailed documentation.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F09\u002FCE-Content.jpg\" class=\"kg-image\" alt=\"Illustration of customer education content types based on complexity and technicality\" loading=\"lazy\" width=\"1440\" height=\"1180\">\u003C\u002Ffigure>\u003Ch3 id=\"3-automate-customer-education-tasks\">\u003Cstrong>3. Automate Customer Education Tasks\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Creating content in multiple formats is essential but time-consuming, especially for videos and interactive guides. \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fbest-customer-education-platform-and-solutions\u002F?ref=blog-api.saastube.io\">Customer education tools\u003C\u002Fa>, like Trainn, can automate this process, enabling you to create training videos and interactive guides in minutes rather than hours or days.\u003C\u002Fp>\u003Cp>Automation helps deliver content to customers who need it. \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomer-educated-podcast\u002Fcustomer-education-automations\u002F?ref=blog-api.saastube.io\">In our podcast, Eric Mistry\u003C\u002Fa> recommended mapping processes to find bottlenecks and using a no-code tool like Zapier to automate them.\u003C\u002Fp>\u003Cblockquote>\u003Cem>The better you organize and the better you have mapped out your operations, that’s the key to have really good automations\u003C\u002Fem>\u003Cbr>\u003Cbr>- Eric Mistry\u003Cbr>Strategy & Shared Services Operations Manager, Contentsquare\u003C\u002Fblockquote>\u003Cfigure class=\"kg-card kg-embed-card kg-card-hascaption\">\u003Ciframe style=\"border-radius: 12px\" width=\"100%\" height=\"152\" title=\"Spotify Embed: Ep 5(Part 1)- Exploring the power of automations for customer education teams with Eric Mistry\" frameborder=\"0\" allowfullscreen allow=\"autoplay; clipboard-write; encrypted-media; fullscreen; picture-in-picture\" loading=\"lazy\" src=\"https:\u002F\u002Fopen.spotify.com\u002Fembed\u002Fepisode\u002F3T7lXsxjYNDVzLMYLLuux1?si=2924fbc2691c4c17&utm_source=oembed\">\u003C\u002Fiframe>\u003Cfigcaption>Customer Educated Podcast ft. Eric Mistry\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Ch3 id=\"4-be-proactive-during-updates\">\u003Cstrong>4. Be Proactive During Updates\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Maintain communication with the product development team to stay informed on major upcoming features or updates. This allows you to prepare content ahead of time, enabling customers to adopt new features quickly when they go live.\u003C\u002Fp>\u003Cp>Maintain your customer education engine by updating knowledge base help docs to cover new updates and features. Revisit your LMS course structure to include any new features or significant experience changes.\u003C\u002Fp>\u003Cp>Send timed emails prompting customers to use updated resources and learn about the latest product changes.\u003C\u002Fp>\u003Ch3 id=\"5-collect-feedback-through-tools\">\u003Cstrong>5. Collect Feedback Through Tools\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Customer education tools often include in-built feedback surveys, allowing you to collect direct customer feedback. Combined with analytics, this feedback strengthens your customer education program.\u003C\u002Fp>\u003Ch3 id=\"6-use-multi-lingual-customer-education-content\">\u003Cstrong>6. Use Multi-lingual Customer Education Content\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>To fully understand your customers, consider their preferred language. If creating multi-language content, ensure your \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomer-education-software\u002F?ref=blog-api.saastube.io\">customer education software\u003C\u002Fa> supports\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fglossaries\u002Fvideo-creation\u002Fwhat-is-video-localization\u002F?ref=blog-api.saastube.io\"> video localization\u003C\u002Fa> and multilingual options for both voice and captions. Some tools automate translation, significantly reducing content production time\u003C\u002Fp>\u003Ch3 id=\"7-centralize-your-customer-education-initiatives-kpis\">\u003Cstrong>7. Centralize Your Customer Education Initiatives’ KPIs\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Collecting metrics from various tools is straightforward, but the main challenge lies in consolidating them to gain a complete view of your customer education initiatives.\u003C\u002Fp>\u003Cp>Use integration software like Zapier to centralize metrics from tools like your LMS, CRM, knowledge base, and support platform into a single location, such as Google Sheets. This setup helps you correlate customer actions across apps. \u003C\u002Fp>\u003Cp>For example, if customers view a help article but still open tickets on the topic, consider refining the article and personalizing related customer education programs.\u003C\u002Fp>\u003Ch2 id=\"example-of-customer-education\">\u003Cstrong>Example of Customer Education\u003C\u002Fstrong>\u003C\u002Fh2>\u003Ch3 id=\"the-buildops-learning-center\">\u003Cstrong>The BuildOps Learning Center\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>BuildOps, an all-in-one cloud-based field service and project management software for commercial contractors, initially used one-on-one training. However, this approach became unsustainable as their customer base rapidly expanded.\u003Cbr>\u003Cbr>BuildOps sought a strong customer education process to continually educate customers on their product and new features via their Learning Center. Their solution was to create a \u003Cstrong>self-service training resource\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F09\u002FSabina-1.jpg\" class=\"kg-image\" alt=\"Illustration of Sabina Rana I Dangal Customer Training Quote\" loading=\"lazy\" width=\"1440\" height=\"994\">\u003C\u002Ffigure>\u003Cp>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomers\u002Fhow-buildops-offers-self-service-resources-for-customers-using-trainn\u002F?ref=blog-api.saastube.io\">BuildOps created videos, reviewed, and launched their Learning Center with Trainn in exactly 45 days\u003C\u002Fa> as a part of their revamped customer education program.\u003C\u002Fp>\u003Cp>The impact of the Learning Center was seen across the sales, implementation, support, and success teams. These teams now offer the Learning Center to handle repetitive questions and educate customers on their product.\u003C\u002Fp>\u003Cp>On top of customers, new employees also use this resource to understand the product better and stay updated.\u003C\u002Fp>\u003Ch2 id=\"educate-your-customers-and-increase-retention-and-revenue-with-trainn\">Educate Your Customers and Increase Retention and Revenue with Trainn\u003C\u002Fh2>\u003Cp>Trainn is a Customer Education platform built for B2B SaaS companies of all sizes to efficiently onboard, train, and educate their customers, at scale.\u003C\u002Fp>\u003Cp>Using Trainn’s no-code platform, you can:\u003Cbr>1. Create product training \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fvideo-creation\u002F?ref=blog-api.saastube.io\">videos\u003C\u002Fa>, \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Finteractive-guides\u002F?ref=blog-api.saastube.io\">interactive guides\u003C\u002Fa>, and articles without design dependency\u003C\u002Fp>\u003Cp>2. Build a \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fknowledge-base-software\u002F?ref=blog-api.saastube.io\">Knowledge Base\u003C\u002Fa> and offer self-service support\u003C\u002Fp>\u003Cp>3. Launch a dedicated \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fsaas-lms\u002F?ref=blog-api.saastube.io\">customer education LMS \u003C\u002Fa>with personalized courses, quizzes, and certifications\u003C\u002Fp>\u003Cp>4. Use \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fin-app-tutorials\u002F?ref=blog-api.saastube.io\">In-app Tutorial\u003C\u002Fa> to create and embed help content inside your product without coding. This help customers learn instantly within your product. \u003C\u002Fp>\u003Cp>5. Use \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fsaas-lms\u002Flms-reporting\u002F?ref=blog-api.saastube.io\">learner-lever analytics\u003C\u002Fa> to measure the performance of your customer education activities\u003C\u002Fp>\u003Cp>Imagine a world where your customers learn to use your product better and realize the better life they have, thanks to your product. Trainn’s goal is to be in service of helping you get there. \u003C\u002Fp>\u003C!--kg-card-begin: html-->\u003Cp id=\"trainn-editorial-team\">Reviewed by: \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fauthors\u002Ftrainn-editorial-team\u002F?ref=blog-api.saastube.io\" >Trainn Editorial Team\u003C\u002Fa>\u003C\u002Fp>\u003C!--kg-card-end: html-->","66e13f96573049681610f54a","https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F09\u002FArtboard-1-copy-2@2x-100.jpg",false,"public","2024-09-11T06:58:30.000+00:00","2025-12-22T11:00:29.000+00:00","2024-09-11T07:28:20.000+00:00","Wondering how to increase product adoption? Customer Education is the answer. 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Customer education is the answer. Read and learn how to help customers find value from your product.",[],"","\n{\n  \"@context\": \"https:\u002F\u002Fschema.org\",\n  \"@graph\": [\n    {\n      \"@type\": \"Organization\",\n      \"@id\": \"https:\u002F\u002Ftrainn.co\u002F#organization\",\n      \"name\": \"Trainn\",\n      \"url\": \"https:\u002F\u002Ftrainn.co\u002F\",\n      \"address\": {\n            \"@type\":\"PostalAddress\",\n            \"streetAddress\":\"300 Delaware Ave, Ste 210 #225\",\n            \"addressLocality\":\"Wilmington\",\n            \"addressRegion\":\"Delaware\",\n            \"postalCode\":\"19801\",\n            \"addressCountry\":\"US\"\n          },\n      \"logo\": {\n        \"@type\": \"ImageObject\",\n        \"@id\": \"https:\u002F\u002Ftrainn.co\u002F#logo\",\n        \"url\": \"https:\u002F\u002Ftrainn.co\u002F_nuxt\u002Fimg\u002Fcb-trainn-logo.fcd5d1c.svg\",\n        \"width\": 108,\n        \"height\": 53\n      },\n      \"sameAs\": [\n        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