Is mobile learning a viable addition for your customer service online training course? In this article, I’ll highlight eight reasons why you should bring mobile learning into the fold to improve employee productivity and online training ROI.
8 Mobile Learning Benefits For Customer Service Online Training You Might Ignore
We often think of customer service employees sitting at a support center fielding calls or tackling returns, exchanges, and general complaints from behind the counter. However, there is a variety of service roles that require remote access to online training materials. Even in-house team members can benefit from mobile learning resources that help them bridge customer service skill gaps and expand their knowledge. In fact, here are eight often overlooked mobile learning benefits for your customer support staff.
- Builds Service Skills On The Spot
One of the most significant mobile learning benefits is that it allows employees to access online training resources remotely. They don’t have to wait until they get to a training terminal or for the next formal online training session. Thus, mobile learning materials help them bridge customer service skill gaps on the spot. For example, a member of your sales team is able to develop their communication or product knowledge skills in between client meetings. Assess your employees to determine which skills they need to hone. A task analysis might also be in order, as it helps pinpoint which abilities or knowledge they need to complete work-related processes.
- Facilitates Real World Application
The human memory is fallible. It also has to contend with the forgetting curve, which means that employees may not remember everything they learned by the time they venture into the workplace. Mobile learning allows them to apply the information right away. The resources are available on the go. Thus, there’s no gap between the online training session and real world application. You can also facilitate this process by adding simulations, branching scenarios, and other interactive online training tools into your eLearning course design. Make certain they are Flash-free, however, as many devices no longer support that format.
- Reduces Employee Turnover
A major sticking point for many employees is that the online training program doesn’t allow for any flexibility. They must complete the mandatory customer service online training courses at the predetermined date and time. Thus, they need to make room in their already busy schedules. Mobile learning customer service online training gives them more control over their development. This reduces employee turnover and improves satisfaction. They appreciate the fact that your organization gives them mobile-friendly resources for greater convenience. And they know they can focus on personal areas for improvement from anywhere around the globe. Another side benefit of this is reduced onboarding costs. You retain your top talent and don’t have to invest more in new hire training to replace them.
- Increases Customer Satisfaction And Loyalty
Well-trained employees are better equipped to handle challenging situations, such as customer complaints or complicated transactions. As such, a mobile learning strategy improves customer satisfaction and keeps them coming back for more amazing service. When a member of your staff does encounter an issue they can’t handle, mobile resources are there to help. For example, a customer calls into your support center with a complicated technical problem. It’s not the employee’s area of expertise. However, they can use the online training library to learn the basics. At the very least, collaborate with remote peers to tap into their knowledge base and brainstorm possible solutions.
- Improves Sales Stats
Product knowledge is an integral part of a successful customer service online training program. It enables employees to effectively communicate with customers and negotiate a deal. Therefore, mobile learning can also help you improve your sales and widen the profit margin. Your staff knows the key features, specs, and selling points for every product. They know how to read body language and other non-verbal cues during the sales transaction. If they don’t, then the mobile learning resources can help them bridge the gap.
- Reduces Compliance Risks
No customer service online training program would be complete without compliance. Upload your compliance online training resources to the mobile learning platform to give employees immediate access to knowledge refreshers. Like online training tutorials that cover the company dress code or online training simulations that test how they react in potentially dangerous situations. This reduces compliance risks and might even save your organization a great deal of money. Especially if you’ve been dealing with costly violations or penalties recently. Employees are also able to access compliance certification online training courses in their spare time through the mobile online training system or app.
- Personalizes The Online Training Experience
Employees log into the mobile training platform to watch video demos, participate in online training simulations, and assess their knowledge. They get to choose when, where, and how they absorb the information. It’s also wise to survey your employees beforehand to identify their preferred devices. That way you can create suitable breakpoints with your responsive LMS based on the most popular delivery platforms.
- Improves Customer Service Online Training ROI
All these factors equate to a better return on your training investment. Employees are more engaged and get the online training resources they need when they need them most. They’re able to remember the information more accurately and then apply it immediately in real world settings. Therefore, they’re more productive in the workplace and better equipped to deliver superior service to your customers. This leads to repeat business, word-of-mouth advertising, and a better brand image.
Mobile-friendly customer service online training isn’t just for your customer service associates or sales staff. Every member of your organization can benefit from just-in-time mobile learning resources that eliminate geographical limitations. From warehouse employees who need to brush up on their safety skills to your HR department who requires updated compliance knowledge at their fingertips.
Is your customer service online training course complete, or are you missing some crucial components? Read the article 6 Topics Every Customer Service Online Training Program Should Cover to discover the most important topics that every customer service online training program should cover.