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Using training management software to enhance customer service

I recently stumbled upon an interesting piece of research from the online analysis firm Software Advice regarding help desk software. They quote a Gartner report which suggests that 89% of businesses plan to compete solely on customer service in 2015!

So why do I find this interesting? I guess there are two main reasons: 1. From a training business perspective - using software to improve customer experience and gain a competitive advantage. And, 2. From a software supplier perspective – how important is it to offer the right level of customer support?

 

Using software to improve customer experience and gain a competitive advantage


This sums up why training businesses automate processes using training management software. As a provider I can list the benefits one by one, or alternatively why not download our 10 Reasons to Automate Whitepaper. This will explore functionality and how this will impact on specific areas of your business, but the cumulative effect is a vastly improved customer experience which translates to a huge advantage in the highly competitive training market.

How important is it to offer the right level of customer support?

For us, extremely important, so much so that we could be one of the 89% of businesses who compete solely on customer service! Of course as a software house, the product needs to be good, but we would be the first to say that a great course booking system isn’t enough. Software is a business investment and to gain maximum benefit, customers require continuous support. Sure self-help is great, but isn’t it great to have a human voice at the end of the telephone who will talk you through your problem and own it until resolution. And, surely customer support should go further than issue resolution. Shouldn’t it be a continuous relationship to explore additional business benefits? Well that‘s how we see it which is why we subscribe to a Customer Success Model.

www.accessplanit.com