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Will lack of customer training be your undoing?

April 02, 2018

Will lack of customer training be your undoing?

How much emphasis do you place on training your customers to use their UCC solutions? We’ve found that many solution providers have little interest in offering training and when they do, customers often object to the additional cost. Because most of your competitors don’t offer training, you have a great chance to differentiate yourself, while also ensuring your customers get the most out of their investment.

Risks of untrained customers

By not training customers, you give up the opportunity to ensure they know how to use the solution and risk that their experience with the solution will be poor. With a poor-user experience, ROI will be low, and you’ll be significantly increasing the odds of not earning repeat business or being referred by the customer. In short, untrained customers could cost you in the long run.

Delivery of training

Understandably, you’d probably rather focus your energy on winning the next sale than training an existing customer. Fortunately, there are ways to provide training that won’t create a recurring expense for you.

For example, you can create training videos (a one-time investment) that allow customers to train their end users whenever needed. It’s important to acknowledge that today’s workforce demographics are changing. Many people just entering the workforce are eager to undertake training if it's offered via self-paced on-demand videos. Not only can you save money with video training, but you’ll also create a more appealing offering to end users.

If you want to add a professional touch to your training videos, Ingram Micro’s Professional and Training Services offers an extensive online learning platform, FIT LIVE, where customers can view training videos, track end-user progress and have gamification experiences to raise engagement and increase participation.

Monetization of training

Of course, customers aren’t always eager to spend additional money on training, especially if they’re switching to a UCC-as-a-Service offering to get away from paying large sums for their IT. It’s even more difficult to convince them when they believe they don’t need training for “how to use a phone.”

It’s up to you to convince customers of the need for training. As far as the expense obstacle, consider adding the training costs in the monthly costs of the devices. There’s a better chance customers will be open to training if you can spread out the cost by including it as a few dollars tacked on to the monthly fee for the overall solution.

Final consideration

We’ve said it before in these blogs: When it comes to solutions and technology services, there’s very little difference between one solution provider and another. What can set you apart is what happens before and after the sale. If you offer customers a training program, you’ll create a differentiator and protect your brand to earn future business. For more information on how to provide training to your customers, contact Ingram Micro’s UCC and videoconferencing experts, Curt Vurpillat or Chad Simon.