How can you create a sustainable and scalable online support training program?

2 Choose your delivery methods

When it comes to delivering online support training, there are various methods to choose from, depending on budget, time, and learning preferences. Self-paced e-learning involves learners accessing online courses or modules at their own pace and convenience through a learning management system (LMS). This method is flexible and cost-effective but requires learners to be self-motivated. Live webinars involve learners joining a live session with an instructor or facilitator through a video conferencing platform. This method is interactive and engaging but requires scheduling and coordination. Lastly, blended learning combines self-paced e-learning with live webinars or other forms of face-to-face interaction. This method is comprehensive but requires careful planning and alignment. Ultimately, you should choose the delivery method that best fits your learning objectives, audience, and content.

3 Design your content

The content of your online support training program should be relevant, practical, and engaging. You should focus on the skills and knowledge that your support staff need to perform their tasks effectively and efficiently, as well as provide excellent customer service. This could include product or service features and benefits, common customer issues and solutions, communication and soft skills, policies and procedures, best practices and tips. To cater to different learning styles, preferences, and needs, you should use various formats and media to present your content, such as text, images, audio, video, animations, simulations, quizzes, games etc.

4 Implement your program

Once you have designed your content, you need to implement your online support training program. This involves delivering your content to learners, facilitating their learning process, and providing feedback and support. To do this effectively, use a reliable and user-friendly platform or tool to host and deliver content, such as an LMS or a video conferencing platform. Additionally, it is important to communicate expectations and instructions clearly and consistently to learners, such as learning objectives, the schedule, assignments, and assessment criteria. Encourage and monitor participation and progress by sending reminders and providing incentives. Lastly, offer timely and constructive feedback and support by answering questions, acknowledging achievements, and addressing challenges.

5 Evaluate your program

The last step in creating a sustainable and scalable online support training program is to evaluate your program. This involves measuring and analyzing the results and outcomes of your program, and identifying the areas for improvement and enhancement. To do this, you should define and track key performance indicators (KPIs) and metrics that reflect your learning objectives and goals, such as the completion rate, the test score, the customer satisfaction rate, and the retention rate. Additionally, you should collect feedback from your learners, your support staff, and your customers through surveys, interviews, focus groups, etc. Furthermore, review and update your content and delivery methods regularly to ensure that they are relevant, current, and effective. Creating a sustainable online support training program is an ongoing process that requires regular evaluation. Following these tips will help you design a program that meets the needs of your business and your learners while enhancing the quality and efficiency of customer service.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?