How to Give your Support Team the Training they Deserve with Online Training Software

The importance of training becomes clearer to me with every job I have. I’ve had my fair share of experiences with businesses who were excited for me to fill a role, but then never took time to show me the ropes or even emerge me into the culture. “Glad to have you here—now get on with the work!”

If you want your employees to feel valued, confident, productive, and like they are growing WITH your company and not just watching from the sidelines, then for the love of Ollie, train them.

And guys, don’t just train them when they sign the dotted line on their first day. Incorporate ongoing training. And, I’ve got good news for you: It turns out that online training software is an effective and popular way to do this. In fact, it provides flexibility, accessibility, and engages different learning styles. 

The Functionality of Online Training Platforms

Online training software, also known as e-learning or computer-based training software, helps organizations train and share knowledge with their team online. Simply put, online virtual training platforms make it easy to build, manage, deliver, and track training efforts through one easy-to-use platform. Additionally, online training software can…

  • Enable your team to respond to technological changes that can affect their job requirements.
  • Help employees respond to the changes that come from organizational restructuring.
  • Work to facilitate career development.
  • Help to meet your employee’s need for continued growth. 
  • Address performance gaps and weaknesses with additional training materials. 

Online training software is a powerful tool for customer support teams to transform their training programs and enable agents to delight customers time and time again. Let’s take a closer look at why this is the case.

Deliver Ongoing Product and Services Training

Your customer support agents are the voices, faces, and names of your company. And, when a customer has a question or problem, your agents are likely the go-to resource for help. This means that every single agent, no matter how new or experienced, needs to know everything there is to know about your products and services. Without this adequate knowledge, they likely won’t be able to answer customer questions or solve problems quickly and effectively. 

It’s likely your organization also experiences ongoing developments and changes throughout the year. And, it’s just as important for your agents to know the correct processes and procedures they need to follow when working with customers, handling complaints, or submitting help tickets. Online employee training software makes it easy for customer support leaders and trainers to create and deliver ongoing training on new products, services, and processes time and time again. It also means that agents don’t have to leave the floor to participate in training. Instead, they can complete a quick, yet effective, 10-minute training lesson right from their own desk and then go back to helping customers. Additionally, providing your agents with opportunities to continuously learn and stay on top of these developments can increase job satisfaction and reduce mistakes and stress in the workplace. 

Build Confident Reps who Wow Customers 

Here at Lessonly, we believe that thoughtful practice is the backbone of great customer service and performance. We’ve worked with hundreds of support teams who also use online training software to practice essential skills and apply critical knowledge. By using interactive training software, customer service agents can learn and practice skills in a training environment that mimics real-life scenarios they’ll likely experience on a day-to-day basis. Scenario-based learning gives support agents the chance to practice things like chat interactions, ticketing, or mock phone calls in a safe space. This helps them build confidence and hone skills so they can wow customers when it’s showtime. 

Provide Additional Training and Support

No one is perfect, and there will be times when certain customer support agents need additional training to address a certain weakness or skill. An online learning management system is a great way to deliver specific training to agents so they can continue to grow, develop, and perform. Online training software also gives leaders and trainers plenty of insights and data so they can see everything from training that’s been completed, quiz and test scores, and practice exercises. This helps them ensure that agents are completing and understanding training and can apply what they just learned to their roles. 

If you’re still on the fence about online training management software for your support team, then consider this. When we train better, we serve better—and faster. Online training software can transform your customer service training and enablement program to enable and equip reps with everything they need to do Better Work and delight more customers. So, what are you waiting for? 

 

Great Customer Support Teams Need a Great Online Training Platform

Lessonly helps customer service leaders take their support teams from good to great with powerfully simple training. Empower your agents, elevate experiences, and do Better Work. Click on any of the tiles to learn more. Or, jump into a lesson to see what Lessonly is all about. 

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