Product Training, Onboarding, Help Documentation & Microlearning

5 Ways to Reduce SaaS Customer Support Cost

Unless a company bills customers directly for support services, SaaS Customer Support can be a drain on company time and monetary resources, and never is this more true than when a customer is using a free version of the platform, or operating during a free trial. Converting such customers requires good SaaS customer support or they may abandon the service at the end of the trial period, or not see the worth of purchasing the full version.

 

Reducing customer support costs is important to the company bottom line, but no less important than the customer having access to the information they need to be successful. Platform providers can turn to a number of tools that help reduce SaaS customer support costs while ensuring users are successful.

reduce customer support costs

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5 Great Examples of Microlearning

Microlearning has been coming up in conversation a lot lately. As a digital learning method that is fairly easy to implement, it is gaining speed and popularity. As a technology, microlearning is proving to be very efficient in the areas of new software adoption and for educating users in an ongoing context.

 

No one seems to be able to decide exactly what it is that microlearning includes or what it is made of, but the need to understand its efficiency and how it works is growing. In the following examples, you will find a variety of microlearning experiences in different formats and methods of delivery.

 

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Write Better Help Documentation with These UX Tips

 

For a while now, there has been some attempt to reconcile the need for help documentation with the growing desire to improve product UX. True to Don Norman’s famous statement that “If you have to hang a sign on it, you’ve lost the battle”, many user experience professionals try to solve interface challenges using purely design solutions.

 

Today we know that product reality is more layered than that. Not everything can be solved through design alone, and almost nothing can be learned without any text. In a sense, we are no longer simply writing the support documentation – we are designing the support experience.

 

As part of that process, help documentation was brought out of its exile in forelone knowledgbases on the fringe of things and now resides in the heart of the user experience: in microlearning, onboarding flows, quick-tips, mouse-over tips, lightboxes and help widgets.

 

But we’re not quite there yet. There is still some way to go before the melding of help content and product UI is complete. I hope these UX insights and tools improve help documentation and user engagement with it.

 

ux tips for tech comm stock woman in front of color board

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Which Walkthrough Solution Is Right For You?

Let’s begin…

If you are reading this I guess you probably have a web portal, perhaps you’ve developed a product or maybe you have just purchased new CRM system for your company and you want to make it easier for your customers/employees to use and master this new application.

 

After hearing about this “new walk-through technology” people keep mentioning you’ve decided you need one for onboarding your users and for supporting them. You shop around, ask friends and maybe even google “onboardusers.com” but most likely, become even more confused, and I completely understand why;

 

When we started with Iridize, some 6-7 years ago, there were only 2-3 solutions in the market. Yet today, if you google “walk through,” you will find around 20 different products that advertise their wares. From basic products that offer you simple site-tours, to extremely complex, enterprise level applications that offer high end features and user training and even offline implementations.

 

I’ve written this piece in order help you (in your evaluation) to ask the right questions, to understand what options are “out there” and to help you create an order out of the mix of possibilities. I will not choose one solution over another or mention any specific product names. There is no one-solution-fits-all and I do not presume to dictate to you what is right for you. My aim is rather to offer you a set of tools you can use in the evaluation process.

 

colorful lab bottles stock which walkthrough solution is right for you

 

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How to Evaluate Training Effectiveness (with the Right Metrics)

Let’s start by why you need to measure training: to make sure you’re using the best training methods and tools available, in the best way possible that is best fitted for your users. Or, in other words – to ensure you’re getting results.

 

Consequently, the only way to measure some training methods is after the fact, by checking performance and product adoption rates. This applies to training methods that are detached from actual work in the product – frontal training in class, webinars and video training. There is simply no way of checking if the training was effective before users start applying what they’ve learned to hands-on work in the product.

 

In-app online training, however, can be measured and tested live. If you combine live metrics with performance metrics, you get the ultimate training effectiveness measurement that tells you what you need to know about your training plan.

 

soccer players laid back stock evaluating training effectiveness

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Employee Training Strategies: How to Reduce Internal Helpdesk Calls

In many corporate work environments, a call to the help desk is still the default method of invoking help with software. More and more companies are determined to eradicate this practice, mainly because of the inflated expense it entails. The “have you tried turning it off and on again” cliche is proving to be a metaphor for an outdated support practice that perpetuates technophobia and resistance to change.

 

Executives expect their employees’ to be technologically proficient, or at least resourceful enough to seek solutions by themselves. In industries where support analysts’s time is valuable and costly, customer success teams are finding inventive and more affordable ways to take the load off the internal help desk.

 

Reduce Helpdesk Calls | Moss from IT Crowd

Internal helpdesk calls always consume more resources. Moss from “The IT Crowd” hard at work  

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Discover the Best Training Strategies for New SaaS Users

Forming a good SaaS training strategy prior to implementing a new software platform is a critical part of planning the implementation.

Even SaaS platforms that are relatively easy to learn require employee training for successful onboarding. Through SaaS training, new users learn how the platform works and how to use it to do their jobs. A good employee onboarding program acclimates users to the new platform and helps them overcome their fear of change. It shows them how they will use the new system to do their jobs, where to find help when they need it, and how it may affect their work flow.

 

Most importantly, employee onboarding vests the new users in the platform and makes them a part of the successful implementation. The employee training program should employ a combination of training methods including training videos, presentations, instructor led classes, remote sharing tools, and hands-on walkthrough guides.

 

best training strateges new saas users

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