How to provide in-depth product knowledge to employees
Sixty-five percent of consumers surveyed said they held higher expectations for customer service now than in the past. Customer service is a cornerstone of customer experience, but how can companies ensure their reps have the knowledge and resources they need to represent their products or services properly?
The answer lies in knowing how to improve product knowledge in customer service.
In-depth product knowledge can give employees the confidence they need to engage customers with better services. To improve product knowledge in customer service, companies need an effective product training strategy.
Learning how to improve product knowledge in customer service starts by understanding why product training is critical and how to put product training best practices into action.
In this article, we explain why your company needs a product training strategy and how to improve product knowledge with strategic product training.
Why a company should develop a product training strategy
Here are the top five statistics supporting how improved product knowledge impacts customer service:
- 86% of customers are willing to pay more for a better customer experience. (Source: SuperOffice)
- 76% of customers expect companies to understand their needs and expectations. (Source: Salesforce)
- 61% of customers say they would switch to a competitor after just one bad experience. (Source: HubSpot)
- 31% of consumers consider a knowledgeable agent to be the most crucial factor for a positive customer experience. (Source: Thomasnet)
- 90% of customers say that having their issue resolved quickly is important to them. (Source: SuperOffice)
These statistics suggest that having well-trained employees with in-depth product knowledge is essential to providing exceptional customer service, which, in turn, can lead to increased customer loyalty and revenue.
Benefits from in-depth product training
Why is company knowledge important to the salesperson and customer service rep? Here are several benefits you can expect to see when employees master product knowledge skills.
Increase customer satisfaction and loyalty
When employees can answer customer questions accurately, it leads to better customer experiences and more repeat business. According to Salesforce Research, 89% of consumers are more likely to make another purchase after a positive customer service experience.
Earn new business
Reps must be able to confidently discuss features, benefits, and technical specifications, along with responding confidently to objections before converting leads into customers. When employees have strong product knowledge, they’re better able to upsell and cross-sell products to customers, which can lead to increased revenue for the company.
Boosts employee confidence
An effective product training strategy gives employees more confidence in their ability to do their jobs well. They’ll feel more capable when engaging with customers, thereby increasing motivation and job satisfaction. Moreover, they’ll be better equipped to tackle challenging conversations that a competitive market may pose.
When employees have a strong understanding of the products they’re working with, they can handle customer inquiries and issues more efficiently. This can result in shorter call times, quicker issue resolution, and increased productivity.
In-depth product training can provide employees with valuable skills and knowledge that can help them advance their careers. This can lead to greater job satisfaction and increased opportunities for growth within the company.
Now, let’s look at how to improve product knowledge in customer service.
How to improve product knowledge in customer service
There are several ways to improve the customer experience, one of which is improving your employees’ product knowledge. Here are several ways you can do that.
- Read product reviews: How to learn product knowledge starts with knowing the needs of customers and anticipating their questions. Reading customer reviews and feedback on the product can uncover common questions, issues, and concerns, helping your reps prepare for customer service requests.
- Study product specifications: To provide a successful customer experience, reps must understand the technical details of the product they’re assisting customers with. How does it work? What are common problems? How do you fix them?
- Use the product: By using the product, reps can become familiar with its performance, benefits, and potential issues. This way, they’ll be better equipped to handle customer questions and provide solutions.
- Stay informed. By keeping tabs on new technologies and industry best practices, reps can ensure they provide the most up-to-date advice and solutions. Reps should also stay informed about competitors to understand their own company’s competitive advantages better.
- Deliver ongoing training: One of the best ways to prepare reps and improve the customer experience is through product training for employees. Training should test reps’ product knowledge by taking quizzes, answering sample questions, or engaging in role-playing exercises with colleagues.
- Invest in an LMS. A customizable learning management system (LMS) gives every team member easy access to the resources they need to do their jobs. With an LMS, companies can deliver product knowledge training to employees and allow managers to encourage practice, track progress, and coach them toward success.
Develop a product training strategy with Unboxed Training & Technology
Knowing how to improve product knowledge in customer service is essential for businesses that want to stay competitive, and it starts with training. Customers that have a great experience with a knowledgeable professional are more likely to recommend that brand to a friend, so product training for employees pays off.
Content can be delivered in a variety of formats, so our learning experts work with you to find the right mix of modalities. Here are the top five modalities we utilize to improve product knowledge training in customer service:
- Instructor-led training: This is a traditional form of training where a trainer teaches employees in a classroom setting. Instructor-led training can be effective for complex topics that require detailed explanations.
- eLearning: eLearning involves the use of digital tools and platforms to deliver training content to employees. This can include interactive modules, videos, and quizzes that employees can complete at their own pace.
- On-the-job training: On-the-job training involves having employees learn by doing, with guidance from a supervisor or experienced colleague. This can be an effective way to help employees apply their knowledge in real-world scenarios.
- Gamification: Gamification involves using game elements to make learning more engaging and interactive. This can include things like points, badges, and leaderboards that encourage employees to compete and engage with the training content.
- Microlearning: Microlearning breaks down training content into small, bite-sized pieces that employees can consume quickly and easily. This can be effective for busy employees who may not have a lot of time for training, and it can help improve retention by presenting information in small, manageable chunks.
Many organizations use a combination of these approaches to provide a well-rounded blended training experience.
At Unboxed Training & Technology, we make learning engaging, effective, and even fun. Request a demo of our employee product knowledge training to build a custom product training strategy that converts leads and satisfies customers.