Table of Contents
You see your dream of net-negative churn slipping through your fingers. Will existing customer revenue ever outstrip cancellations? You read negative reviews wondering if you’ll ever be able to convert new customers. You obsess over new upgrades for existing customers. All because you don’t have frictionless digital adoption. Customers end up confused. Customer Education can be the answer to these problems.
In today’s new normal of remote work during Covid-19, confused users don’t have the support network of an office to fall back on. When stuck at home by themselves, users needless headaches and frustrations. Otherwise, they’ll find a different platform.
You need to create frictionless digital adoption if you want to keep them on your platform.
With a Learning Experience Platform (LXP), you’ll educate your customers proactively. No more waiting for the dreaded customer service calls. Now, you’ll use data to solve their problems ahead of time. No more guessing at what’s causing their headaches. Finally, you’ll empower them to generate content that helps other users get the most out of your digital platform. No more headaches and confused customers because they’ll be educated in the best practices for your product.
In this blog, we’ll cover 7 ways an LXP can foster frictionless digital adoption.
Unfortunately, people use the internet first to solve their problems. If you haven’t proactively offered a solution to their dilemma, they’ll use whatever they can find online. Customer education gives you a chance to curate how they use your product.
Which customer will feel better about their digital adoption experience? The one left waiting on the helpline phone or the one with access to high-quality information on-demand? An LXP allows businesses to build on-demand customer education to keep your customers satisfied, instead of annoyed.
With more people projected to work remotely in the near future, we can’t rely on training one or two people on staff to function as the “tech” expert. Remote working presents unique challenges for digital adoption precisely because it limits informal conversations between users.
With an LXP, you can fill the gaps left by remote work, in customer education. Instead of users struggling with software at home alone, you’ve given them a tool to access a global community of users. They don’t need to rely on the “tech” expert on staff because your customer education makes it easy for them to answer questions themselves.
Adopting new software leaves even tech-savvy users anxious. How can an LXP help them adopt new software quickly?
An LXP recommends content based on customer needs. You could ask your new customers to fill out a profile detailing their tech abilities, chosen learning styles, job roles, and previous knowledge from other similar types of software. With these answers, your LXP can recommend the content most useful to the user. No techie wants to sit through boring training sessions, while no newbie wants to feel embarrassed by their questions. By pushing relevant content, your user can start adopting the software at their comfort-level, rather than through a methodical instructor-led training.
Unlike an LMS, an LXP has an open platform design. Your team will love this design because they don’t need to generate all of the content from scratch. They can add the best content from all over the web to help users adapt their technology. Plus, this content can be in multiple formats (audio, visual, or video) to allow users to learn in the best way for them.
An open platform also allows users to generate and upload content. If other users can search and see this user-generated content, then they’ll get new ideas and inspiration for their own work. This cycle can be repeated with new customers taking already uploaded ideas, adding their own spin, and then uploading their own version. In this scenario, current power users help turn new customers to become the next generation of power users.
Referrals are a company’s best friend because your sales team will close the deal with 50-70% of referrals, rather than the normal 10-30%. Customer communities help build loyalty and trust in your brand, ultimately leading to more referrals.
Your LXP has discussion features to help build a robust community. New work from home rules have led to skyrocketing customer service calls. Rather than waiting on the helpline, customer education forums allow users to search for the answer to their problem. Plus, they can post their question for another helpful user to answer, instead of a customer service representative.
LXP software also gives you robust back-end tools to manage your customer communities. You’ll be able to moderate them, track engagement and use this high-level data to improve the overall customer experience.
Rather than waiting for your service team to tell your customer success team about user pain points, your users themselves will tell you by uploading content to meet their needs. They’ll solve their problems with each other. Plus, it’s a win-win because they’ll become great brand ambassadors by sharing the content with their own networks.
Your LXP can add this user-generated content to its algorithms. Popular customer-generated content can rise to the top of the pile. New users will be able to choose popular content first. Not only will customer-generated content provide a frictionless digital adoption experience, but it will also show that your brand sees customers as important partners, rather than just subscribers.
Working from home has led all of us to use new features on our digital platforms. Some light users are in the process of becoming heavy users. But new features often lead to new frustrations.
An LXP has robust search navigation, including voice navigation, to help users find information on a new feature just-in-time. With a click or a question, your LXP can tell your customer exactly how to perform the process they need at that moment.
Just-in-time learning can be powerful because your user will become increasingly dependent on your software. Heavy users invest time and energy into learning your product, which makes it easier to retain them over the long haul.
Frictionless digital adoption isn’t just a pipedream.
You can give your users relevant content to help them adopt your software from the first time they download it or even before they’ve ever purchased it. You can create a personalized learning experience with recommendations that solve their problems before they even knew they had them. You can empower your learners to search for the content they need to improve their experience. Plus, they can share their experience by generating their own content to help other users.
LXP can be just the right tool to aid your digital adoption strategy.