The best time to turn someone into a loyal (and hopefully lifelong) client is during the first 90 days of your relationship. For many companies, that is the onboarding stage, and it’s filled with client meetings, fulfillment, check-ins, and more. But another key thing is happening during those first 90 days–client training and education. Teaching your clients how to use your platform, product, or service effectively is one of the most essential pieces of a successful onboarding and can lead to more client satisfaction in the long term. Here are some best practices for how to educate clients with product tutorials.
Determine the Right Format
New product tutorials and client education comes in many forms. Finding the right one—or more likely, the right combination of several formats—requires identifying your clients’ needs, how they will use your products, how much time they have, and how they prefer to consume information. The most common formats and some examples of each are:
- Written documentation – knowledge base articles, blog posts, tutorials, and product manuals
- Visual documentation – infographics, slideshows, and screen captures
- On-demand training – recorded webinars, how-to videos, skills training, and quizzes
- In-person training – scheduled demos, live webinars or video conference calls, and training sessions with a live instructor
For many companies, the optimal training and education is a mix of several of these formats. Use data about the questions your clients are asking and the level of hands-on help they need to get started to determine what tools will work best. Monitor engagement over time and make adjustments or add new learning formats as needed.
Determine the Right Cadence
Next, you need to decide how much training is the right amount, and at what intervals. Sending clients a single email at the very beginning of their relationship that links to your entire knowledge base will just overwhelm them. On the other hand, spacing things out or making it hard for someone to engage in training at their own pace could cause some who have time and want to do it quickly to lose interest. The right cadence is a balance of enough information to keep them excited through the onboarding process and educate them on using the product without overwhelming them.
Optimizing Client Education
In order to optimize your client education, you need to know how clients are using it and whether that translates into long-term success. To do that, you need a platform that can help you automate the communications with clients and see how they engage during onboarding. The GuideCX platform provides tools to streamline your onboarding and client training and allows you to easily review and report on what that looks like so you can use the data to improve and optimize training and have satisfied clients who stick around. Schedule a demo to learn more about how the platform can help you.