15 Mar 2022

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What is the best method for customer service training: asynchronous or synchronous?

The companies must focus so much on their services now because the competition is stiff. Customer service is integral to such services because the business is affected once they are not pleased.

Why can’t customer service training be asynchronous?

The customer service agents must know that the customers on calls might be irritated, but even then, they must be nice.

The customer service training for agents cannot be asynchronous because they have a lot of queries to be answered, so a trainer must be with them when they are reading the training stuff.

Query solving sessions can be scheduled later, but the customer service agents might be busy with their jobs.

Here are the following situations when synchronous customer service training can help:

Organize weekly webinars:
Since the e-learning sessions of the customer service agents must be synchronous, weekly webinar sessions can be held on an LMS (Learning Management System) where they can be guided on how to proceed. For example, a trainer, industry experts, and senior workers can explain the various situations in which the customer needs to be appeased. Send emails to customer service agents about such webinars to correspond and come up with some questions.

The instructors can also hold such sessions once the agents have responded to the branching scenarios quizzes included in the LMS. Then, if the staff has chosen wrong answers, they can be shown the compiled results and the repercussions.
Enlighten customer service agents:

A company has so much at stake in an online call because the customers form the most critical impression about your company. Hence, the customer service agents cannot be slow, e.g., when a buyer needs a replacement product because he has received a defective product, the agent should know the product line. If he does not, the customer is not too pleased and may use the Cancel option to file a product return.

Moreover, if a customer asks for a replacement, the customer service agent must also know whether the former still has enough time left for the eligible replacement since the purchase. Hence, a weekly quiz can also be posted on the LMS for customer service agents on how they respond to a particular situation.

Such agents can also be given pop quizzes about which they have no prior knowledge.
Show the demos of irritating customers:
The instructors can show how the customer service task is done by preparing an act. They can ask someone else to play the confused customer. The whole act is entertaining if subtitles and background music are included. It is also helpful if along with the act-based video the employees are also given some resource links. Resource links to PDF documents on the LMS might prove tedious, so it is better, that the customer service agents are shown infographics or comic strips for better retention. The instructors can use anecdotes during webinars, so that customer service agents learn from the latter’s experience.

The videos containing the task-based acts can also be animated, where there can be varied kinds of customers portrayed. And these customers should be the types, the service agents do not know how to deal with, like chatty customers who want to talk even after the problem is solved, and the agent cannot disconnect the line. Other annoying customers hate every solution suggested to them because they are bossy. Such customers want to be treated exclusively, and hence it is best to connect them to a senior. Another set of irritating customers is those who file for product returns when the time limit is over.

Also, dealing with new customers can be challenging because they need instructions on using a product. Although companies might have prepared onboarding product videos, they sometimes cannot understand.
Dealing with new customers:

The new customers require some guidance and heads-up because they are not acquainted with the product. They might ultimately discard your product in the trash can once the customer service agents don’t help them. So, the agents must have complete knowledge about the usage of the product to detect where a new customer might be going wrong. Once they don’t get the required help, such newbies shun your product, but not before badmouthing about it to everybody else.
Be aware with the company’s return policies:
Although customer service employees might have all the resources, they must be given knowledge about compliance rules. For example, they must be aware of the company’s policies regarding returns and replacements so that none of them is violated because heavy fines are levied if they are.

In the end:

Apart from customer service training, it’s also essential to see that such staff are pleased with their work schedules because when they are burned out, they are not in their best moods to attend to customers. So instead of them working more, even on holidays, you get technology like chatbots that can answer routine questions. When the customer service agents work more in their jobs, they are likely to switch, costing you experienced resources.

11 Mar 2022

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How can salesforce training help companies in increasing their numbers?

Companies have to focus on sales and hence customer service representative training because otherwise, they can’t yield the best results.

Customer relationship management software is an excellent tool for companies to improve the customer experience. When the customers are pleased with post-sales service levels, their exit rate drops. But, the customer service executives have to be trained for using this software. These are the ways in which Salesforce training helps customer service representatives(CSRs):

Better call handling:

When the CSR has been trained to use software such as Salesforce, they have a complete record of previous customer interactions. The CSRs benefit so much when they get the aptest training on Salesforce, like call logging. This means collecting the data of telephone calls which includes from where the call has originated i.e., the location. Also, the CSR can record when did the call start and end.Hence, through call logs they can detect the new and the current customers because both have to be dealt with differently.The CSRs can ensure that they can shortlist the callers on the phone. The customer service representatives also learn to handle every call and immediately extract the required information.

The call logging can be used by other CSRs who can also see the follow-up activity scheduled with it, so they know whether the prospect has asked for further product details or wanted a lower price. They can use this software to correctly write down the customer conversations to talk to them later easily.

The CSR can also be taught which details must be noted down while talking to a lead/customer because they influence buying decisions.

Elearning provides all this information in 2-3 minute videos that the users can watch whenever they are free from attending calls. ELearning in Salesforce is better for CSRs because they can watch such videos on weekends when they have ample time.

Such Salesforce training videos are even helpful for administrators who can watch them handle the software for more complicated functions.These videos can be used to train admins on how to grant access privileges for mass editing to specific users in the company only. It can be done when the sharing settings on a Salesforce object have been restricted.

Moreover, Salesforce training helps employees in updating the records through this software. This includes mass editing, where they can change multiple values at once, for example, and product prices.
In the following ways, CSRs can be trained to use this software:

Call details:

Salesforce training helps record employee conversations with customers/prospects, which are helpful once the former leaves a company.

The employee can also take leave with his family, but the company’s work does not suffer in his absence because another employee uses Salesforce to get hold of all his documents and call logs. The organization’s work becomes seamless because all the employees use the same software to maintain logs, and they can also share information easily. A structure is included in the entire calling operations.

Aggregate data:

One of the biggest reasons companies must use Salesforce is that it can help consolidate customer data. The customer marketing data is stored on a single software, i.e. the CRM, rather than on different marketers’ desktop. This is useful for CFOs to decide whether to curb spending on marketing to customers. Hence when the finance team has the Salesforce to know which investment decisions have successfully yielded sales, it can act judiciously. It can decide whether a particular investment has to be encouraged or removed altogether because it leads to customer attrition rather than retention and growth.

CRM training can help companies CSR’s in meeting their sales targets and generating higher revenue. Such employees can become sales leaders and benefit themselves and the company. They can also lead to more conversions.

The organizations can also have a better reach to customers through a CRM, which is paramount in this software. The customers can be sent content leads and advertised about the new changes companies plan to introduce in products. The CRM has all the information about the customers, like their emails ids. They can be sent the relevant information about any upcoming products they might be interested in.

The customers can also be a relevant source of information for companies because they can ensure that the CSRs get all the essential knowledge. The CRM can be an essential repository of prospects that have completed product training courses. Such leads are prospective customers because they have finished product based courses. Hence their details can be provided to sales reps to ensure they buy. Companies also customize their salesforce software; hence elearning is also helpful to train customers.

Salesforce is crucial for people in non-sales roles because they also need to access this software to produce reports that other team members can use. Such reports are invaluable for taking in time decisions. For example, Salesforce helps maintain a record of business travel expenditures. In the end run, these expenses can be monitored for their ROI. If they are not yielding the right ROI, they can be curtailed in time. But the finance team must be able to access Salesforce for producing such reports.

Hence it can’t be denied that Salesforce training is inevitable for a company.

14 Feb 2022

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When must a company implement virtual reality training? 

Companies now increasingly use virtual reality to impart the best possible training to employees. The learners can benefit so much from this training, whether related to soft skills or technical skills. Virtual reality can be used effectively in all kinds of situations. In cases where employees need to use heavy machinery as a part of their work, virtual reality-based simulations can ensure that they are introduced into simulations where handheld controllers allow them to experience the tools.

They can be asked to work on assembly line production through a machine and see how the various buttons work. The learners can be immersed in a world of faulty machines and learn how to repair them. 

The virtual reality-based simulations are effective for nontechnical situations too, where employees have to deal with huge crowds

This can also be tried with HR managers, who can be asked to confront a deviating employee in a VR simulation. The former can see how his body language, voice modulation, etc. affect the latter. It is the best role-play for becoming an expert in handling real-life office situations. 

The same procedures can also be used for training recruits and introducing them to the shop floor procedures. This way, they can also learn how to prevent defects in the product line. 

But organizations need to ask before they decide to use this technology to create training whether it’s the perfect fit given their budget and other considerations. 

Depending on time and budget 

A company can develop the VR training depending on the timeframe. If a company needs immediate training solutions such as for recruits, VR is not the answer because the development time is long and can range between 1-6 months. The cost is also high and can vary between, 20000-1,50,000 dollars. Industries like manufacturing, retail, and transport require VR training compared to others where conventional training methods are sufficient. The 360 VR videos require an omnidirectional camera to be captured because they can take a shot from every angle. Such a VR video can be watched without a VR headset, but it can have an immersive experience. 

Virtual reality-based training is of two types, and it depends on an organization’s needs which it should use. First is the 360 degrees VR in which the learner does not move, and he only can vary his viewpoint, i.e., he can watch the objects in the environment from the left or right angle but can’t change his position. But in the Full VR, he can also move in the simulated environment apart from viewing them from different angles. 

Depending on training needs 

Virtual reality(VR) is a better way to train employees because they get to see a machine from proximity and find out where are all its parts. However, the 360 VR does not have much training scope as the full VR, allowing better learning. The employees can only see a machine from all angles, but they can’t touch the equipment. For example, the employees can learn about different parts of the equipment and which one to use during an emergency in 360 VR, but what happens when they do that can be checked in full VR only. Supposedly, just turning off the machine might not be the best solution in case of a crisis, but employees can only learn that when they are in a full VR simulation wearing a headset and holding controllers. They might need to take another action, like accessing the nearest fire extinguisher. So, when employees are required to take action, a full VR provides a more result-oriented training solution. 

Virtual reality training is not required for tasks such as cybersecurity, which requires employees to sit in front of PCs because they can be taught through screencasts. But in the case of safety training, virtual reality is an inevitable solution because lives are at stake. 

From the safety perspective, a company can’t take any risks, and such situations are more uncontrollable than computer problems, so VR, which emulates reality, is necessary. A VR training vendor can help a company carry out tests to determine whether a certain skill requires VR-based training or not. On the other hand, an organization can’t do without VR when the employee’s response is extremely critical, like pilots, because they have to be monitored for their response. Any delayed response by them can cost a company, but a late response might not have such adverse effects in some situations. In the latter cases, implementing e-learning training is sufficient because employees can be tracked for their right/wrong answers in an assessment. In addition, e-learning can measure employee performance metrics such as their MCQ test results. Unlike VR, e-learning can’t provide metrics like voice recording, body movements, data entry speed, etc., which are necessary for employees dealing with customers. 

So, the introduction of VR-based training depends on what performance metrics a company needs to measure, which are determined by a training needs analysis. 

A company can also use its current training materials like 2D e-learning videos and convert them into 360 VR. The businesses can consult the e-learning vendor about whether they can convert the characters and situations in such videos to virtual reality. Virtual reality allows the maximum retention of e-learning videos because employees are immersed in situations that require them to apply their knowledge.
They also have reinforcement of their training, and hence better retention happens. Since employees have practiced their skills through such simulations, there is decreased attrition due to the inability to face job challenges. On the contrary, employees have already experienced the worst-case scenario through simulation, which boosts their confidence and productivity. 

Companies should also make it a point to ease employees into VR-based training. It can ensure that the employees get the tutorials to handle any troubles while using the headsets and controllers. The employers can also ensure that the employees are given sufficient demo time before they are put into the VR simulators. If employees can’t get the hang of the headsets and controllers during such demos and still have some problems, they must be able to access technology experts for resolving issues. 

09 Nov 2021

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Is retail e-learning that useful or it’s a waste of resources?

These days, retail organizations heavily invest in their learning and development. This trend has also been boosted because of the customers’ affinity for online shopping. However, the customers have also started coming back to the stores ever since they have been vaccinated.

But still, retailers have to provide customers who are willing to take the risks to do in-store shopping with an exclusive experience because online shopping is less time-consuming and easier. That’s where retail e-learning for your employees assumes importance.

Retail e-learning is encouraging offline shopping by training employees in the following ways:

Saving customers’ time:

The customers have although started stepping out of their houses to visit stores, just like online shopping, they desire a fast experience. So, the employees can’t take much time in disclosing complete information about products to customers. Hence, the employees must be given access to the LMS even on their mobiles, which means that the particular software must be compatible with cellphones. Accessing the information on the LMS as micro-learning videos on a cellphone is quicker when the employees have less time on their hands. This way, employees can explain the product features in detail to the customer when giving him/her a demonstration.

Maintaining a collection of products offline:

Also, the companies must have an excellent repository of products, even offline. This implies that whatever products are shown on the website, must be available in-store too. A customer should not feel frustrated when he comes to the store after liking a product on the website and does not find it in the brick and mortar store.

Help customers in finding products:

Just like an online mobile app has a search option through which the customers can search for products, an employee in a retail store performs the same function.

Therefore, he has to be trained through retail e-learning on how to find products placed on shelves.

When a customer finds the required product quickly, he does not feel like he has wasted time in offline shopping, unlike online shopping where everything can be done by touching the required button.

The employees also are quitting their jobs in retail stores quite quickly because of long working hours. Such employees are indeed unable to get even some time off from their work for necessary family matters. They can only do so once someone is ready to switch places with them and take care of their work in their absence. But this isn’t possible, because hiring in the retail companies is not so great. So, the lack of a workforce is a problem.

Employees rewarded for their performance

Since such employees have long working hours, it is the company’s job to keep them motivated. When employees are learning well, and spending time on LMS, they can be given gift points for in-store shopping. The employees have to be tested through assessments and the top scorers deserve such shopping points.

This will prevent attrition among employees caused due to hectic work schedules. Follow-up sessions are also necessary when any complaints are getting filed against employees. Hence, they can be given a recap of what they were taught during the retail e-learning sessions. Employees can be sent e-learning materials for recall in newsletters, or a flashcard-based session boosts their knowledge.

Also, during the pandemic, some employees were not given an option to work from home. The companies were in no mood to spend on Digital Marketing to boost the visibility of the site on search engines. Hence, such workers had no option but to leave the job due to the conditions of the pandemic.

But developing a beneficial training program depends on the retail e-learning vendor chosen by a company.

08 Oct 2021

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Retail e-learning can bring customers to you

The retail companies in the US want sales growth to boost their profits. Since consumers spend so much money on online shopping these days, it’s important to focus on that aspect of business also. This is how they can train retail store workers to get more business

Train the front line workers

It’s true that either you invest money in Ecommerce websites or start training the front-line workers of retail stores so that they are better equipped to handle customers. It requires a lot of dedication to bring customers back to stores because they have become addicted to online shopping because of benefits such as saving time and availability of the latest designs. Designs which are not available in stores are indeed present on the merchant’s website. There is also a lot of crowd in such stores on weekends and national holidays, and everyone does not have the patience to put up with the long queues outside trial rooms.

It’s better that hence customers are incentivized with good staff behavior to come to your store. The staff must be at their politest best and customers must be helped with sizes. They should also know sizes like whether a product is available in a certain dimension or not. They can check so, by going through the inventory database with the product ID. For this retail elearning is needed for them to operate such software.

The best quality about such retail elearning is that the staff can study the material when they are free and there are no customers in the store.

Instagram advertising

Retail elearning is also important because customers are no longer aware of fashion trends.Socializing has almost stopped due to the pandemic and hence customers look upto social media like Instagram for taking fashion inspirations from supermodels or influencers. Retail stores have now employed new marketing tactics such as having a giveaway on festive holidays.

However, for this, a retail brand needs to have a website so that registered customers can get emails about such discount offers. The customers can even click on the Instagram page link mentioned in such an email and like an outfit displayed there. If they are keen to buy something they will take its screenshot and find it out if it’s currently being sold online or offline through chat messengers available on social media. The employees must be trained to handle such queries by taking customers’ data, informing them about the price, etc.

There can be in-store events such as an influencer visiting the store. But again such visits have to be advertised. When such Instagram influencers promote your brand on their social media handles, you can attract the right target audience. But again retail elearning is important for the employees to know which influencer to connect with depending on her followers.

Employees should also know how to ask that person to send shoutouts about the event on her social media handle so that her followers visit the store. Again, the retail store employees must know how to send emails about their visit to their customers.

Instagram ads are also useful because people are hooked up to this website and when they see sponsored ads in their feeds, they click on them. But again, retail store employees must know which designs to showcase in such ads. Measuring the ROI of such ads is also pertinent to check whether any leads are being generated and the company’s money is going in the right direction.

The employees can make sure that their website is registered on different search engines and can opt for Google Paid aids. However, again elearning can make them proficient in digital marketing.

Google Business listing makes you accessible

Your business should be listed on Google My Business with proper contact numbers, directions, and a website available. If someone does not get proper results because your business is not listed on there, they don’t know how to contact you. You can also ask customers to rate your products so that others can benefit from honest feedback.

When customers visit Ecommerce websites, they always add some products to their wish list. Reminder ads should be used for getting them to buy such products through sponsored ads on the websites visited by them.

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