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What is the best way to incorporate product knowledge training into your customer support onboarding process?

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Product knowledge is essential for customer support agents, as it enables them to provide accurate, relevant, and helpful answers to customers' questions and issues. However, learning about a product can be challenging, especially for new hires who have to familiarize themselves with a lot of information in a short time. How can you incorporate product knowledge training into your customer support onboarding process effectively and efficiently? Here are some tips to help you design and deliver a product knowledge training program that works for your team and your customers.

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1 Assess your training needs

Before you create or update your product knowledge training program, you need to assess the current level of knowledge and skills of your customer support agents, as well as the gaps and opportunities for improvement. You can use various methods to evaluate your training needs, such as surveys, quizzes, interviews, feedback, or performance data. Based on your findings, you can prioritize the most important topics, identify the best formats and methods, and set clear and measurable goals and outcomes for your training program.

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Nakul Fandan

Actively Seeking Opportunities in Customer Success, Project Execution, Client Services, and Account Management
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Training should be an integral part of the onboarding process. Agents should be imparted with product training before they go live on the floor. For example, agents for an electronic organization should be given basic product knowledge as a part of the onboarding process. Basic product training helps in solving basic customer product queries pre and post-sales. Training can be imparted in batches, can be in form of online study, self study programs.

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2 Use a blended learning approach

A blended learning approach combines different types of learning activities and resources, such as online courses, videos, manuals, webinars, podcasts, blogs, or simulations. This way, you can cater to different learning styles and preferences, as well as provide flexibility and convenience for your customer support agents. You can also use a variety of tools and platforms to deliver and manage your product knowledge training, such as learning management systems, knowledge bases, wikis, chatbots, or forums. A blended learning approach can help you create a more engaging, interactive, and personalized learning experience for your customer support agents.

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Nakul Fandan

Actively Seeking Opportunities in Customer Success, Project Execution, Client Services, and Account Management
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Flexibility should be taken into consideration while imparting training to agents. Imparting fresh training in batches, and offering refresher training should also be a part of the whole training process. After training tests and refresher training, one can organize online quizzes and games to make it exciting and a learning experience for the agents.

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3 Incorporate feedback and coaching

Feedback and coaching are crucial for reinforcing and improving product knowledge, as they allow you to monitor progress, identify strengths and weaknesses, and provide guidance and support. You can use various forms of feedback and coaching, such as quizzes, tests, assessments, reviews, ratings, comments, or peer-to-peer feedback. You can also use different channels and formats, such as email, phone, chat, video, or face-to-face. Feedback and coaching can help you motivate and inspire your customer support agents, as well as address any issues or concerns they may have.

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Nakul Fandan

Actively Seeking Opportunities in Customer Success, Project Execution, Client Services, and Account Management
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Agents' feedback is important to understand the direction where the training is heading. Improvisation of how training is imparted and how well the agents are catching up to the training program.

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4 Update and refresh your training content

Product knowledge is not static, but dynamic and evolving. As your product changes and develops, so should your product knowledge training content. You need to update and refresh your training content regularly, to ensure that it reflects the latest features, functionalities, benefits, and best practices of your product. You also need to communicate any changes or updates to your customer support agents promptly and clearly, and provide them with the necessary resources and support to learn and apply them. Updating and refreshing your training content can help you maintain accuracy, relevance, and consistency in your product knowledge.

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5 Encourage continuous learning

Product knowledge training is not a one-time event, but an ongoing process. You need to encourage continuous learning among your customer support agents, by providing them with opportunities and incentives to learn more about your product and related topics. You can do this by creating a learning culture in your team, where learning is valued, recognized, and rewarded. You can also do this by offering access to additional learning resources, such as podcasts, blogs, webinars, courses, or books. Encouraging continuous learning can help you foster curiosity, innovation, and excellence in your customer support team.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What is the best way to incorporate product knowledge training into your customer support onboarding process?

1

2

3

4

5

6

1 Assess your training needs

2 Use a blended learning approach

3 Incorporate feedback and coaching

4 Update and refresh your training content

5 Encourage continuous learning

6 Here’s what else to consider

Customer Support

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What is the best way to incorporate product knowledge training into your customer support onboarding process?

1

2

3

4

5

6

1 Assess your training needs

2 Use a blended learning approach

3 Incorporate feedback and coaching

4 Update and refresh your training content

5 Encourage continuous learning

6 Here’s what else to consider

Customer Support

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