Leveraging Video on your Customer Training LMS + Case Study
When your customers succeed, so does your business. A Customer Training LMS (Learning Management System) is an essential tool for B2B SaaS companies aiming to train users effectively. But more than just having an LMS, the approach to content and delivery is critical. At Ninja Tropic eLearning, we focus on building learning experiences that resonate, drive skill-building, and create measurable outcomes.
Using video is one of the best ways to engage customers and ensure they understand your product. Video is visual, relatable, and flexible enough to support various learning paths. Here’s why it matters and how it can transform your customer training.
What Is A Customer LMS?
A customer-focused LMS prioritizes the needs and goals of the end-user. It goes beyond simply delivering customer training content; it creates a seamless and engaging learning experience. Key characteristics of a customer-focused LMS include:
Personalized Learning Paths:
Tailored content and recommendations based on individual needs and preferences.
Interactive Content:
Engaging elements like quizzes, simulations, and gamification to enhance learning.
Real-time Support:
Easy access to help and resources, such as live chat, forums, or video tutorials.
Data-Driven Insights:
Tracking user progress and behavior to optimize the learning experience.
Mobile Optimization:
Accessible learning on any device, at any time.
Help your customers get the most value from your products and services
Using video is one of the best ways to engage customers and ensure they understand your product. Video is visual, relatable, and flexible enough to support various learning paths. Here’s why it matters and how it can transform your customer training.
Why is customer training important?
Customer training is essential for any B2B SaaS company looking to increase adoption and satisfaction. Without proper training, customers may feel lost and become frustrated, leading them to look elsewhere. With a strong training program, customers feel supported and empowered to get the most from your product.
Think of customer training program as an investment in the relationship with your customers. When you prioritize customer education, you’re telling them, “We want you to succeed with our product.” A well-designed Customer Training LMS can guide them from initial onboarding to advanced use, increasing their confidence and loyalty over time.
Train your customers to buy into your business
For customer education to work, it needs to go beyond simple instruction. You’re not just teaching customers how to use your product; you’re showing them why it’s the best choice. Through effective customer training, you’re encouraging customers to fully commit to your product.
Video content makes this possible in ways that text cannot. With video, you can demonstrate complex features, explain key benefits, and show real-life scenarios. At Ninja Tropic eLearning, we design videos that bring out the practical and emotional value of your product. By the end, customers see your product as essential.
Example: Imagine your customer is watching a video tutorial on your LMS. They’re learning about a feature that can save them hours every week. That feature is no longer a nice-to-have; it’s a must-have.
Increase revenue
Investing in a Customer Training LMS can also have a direct impact on revenue. When customers are well-trained, they’re more likely to adopt additional features and upgrades. Think of it this way: the better they understand your product, the more likely they are to see the value in paying for more.
Customer education helps customers visualize the potential of your product. With video, you can showcase use cases, integrations, and other advanced features. Videos can easily be organized by user role or product feature, creating a clear learning path for customers who want to go deeper into your product.
“I didn’t even know your product could do that!”
This is a common response we hear from clients’ customers when they engage with customer education videos. It’s a moment of discovery, and it’s why video is so powerful in training.
Boost customer loyalty and reduce churn
Customer loyalty is built on trust, and one of the fastest ways to build trust is through support. A well-designed LMS filled with engaging video content lets customers feel supported whenever they need help. Customers who feel that your brand cares about their success are far more likely to stay loyal.
Our approach at Ninja Tropic eLearning is focused on creating learning experiences that resonate, turning customers into loyal advocates. When they encounter clear, practical videos that help solve their issues, they’re more likely to feel that your product has their best interests in mind.
Example:
A series of bite-sized videos can help customers troubleshoot common issues on their own, reducing frustration. Each successful resolution strengthens their connection with your brand.
Reduce customer support costs
When customers don’t know how to use your product, they reach out to support. These interactions cost time and money, especially if issues are complex. Training videos in your LMS can help reduce these costs significantly.
By proactively addressing common problems through video, you empower customers to solve their own issues. These videos can cover setup, troubleshooting, and best practices, decreasing the demand for live support. With a well-stocked LMS, your support team can focus on more complex issues while everyday questions are resolved through training videos.
Personalized learning paths
Every customer’s needs are different, so why should their training be the same? One of the advantages of an LMS is its ability to offer personalized learning paths. Customers can progress through the training that’s most relevant to them. This way, they stay engaged and move at their own pace.
Videos make it easy to cater to these different paths. From introductory guides to advanced tips, videos in your LMS can match every level of experience. Ninja Tropic specializes in creating flexible, segmented video content so customers can select the most valuable resources.
Our Process
Lumere, a leading healthcare technology company, needed to effectively train its customers on how to use its complex platform and navigate its learning management system (LMS). They wanted to go beyond simple instructions and truly drive user engagement and competency. This meant not only conveying the “how-to” but also the “why” behind key processes, ultimately influencing user attitudes, knowledge, and skills.
Solve problems proactively
One of the main reasons customers leave is unresolved issues. They encounter a problem, can’t find an answer, and end up frustrated. With proactive training content, you can solve these problems before they happen.
Videos can address common pain points, demonstrating exactly how to handle complex scenarios. A Customer Training LMS with proactive content helps customers avoid common mistakes. This way, they’re more likely to have a positive experience and less likely to churn.
The results speak for themselves
Ninja Tropic eLearning partnered with Lumere to develop a series of high-end educational videos that addressed these challenges.
The video series focused on:
Selling the "Why":
Videos clearly articulated the value proposition of Lumere’s platform and the benefits of utilizing specific features within the LMS. This helped users understand the impact of the platform on their workflows and motivated them to engage with the training.
Demonstrating the "How-To":
Through a combination of motion graphics and screen walkthroughs, the videos provided step-by-step guidance on navigating the platform and LMS, ensuring users felt comfortable and confident in their ability to utilize the tools effectively.
Driving Competency:
The videos were strategically designed to influence user attitudes, enhance knowledge levels, and build practical skills. This approach ensured that users not only understood the platform but also felt empowered to apply their learning in real-world scenarios.
Production Approach
High-End Visuals:
The video series incorporated engaging motion graphics to simplify complex concepts and maintain viewer interest.
Screen Walkthroughs:
Clear and concise screen recordings demonstrated the exact steps required to navigate the platform and LMS, providing a practical and user-friendly learning experience.
Professional Voiceover:
A professional voiceover artist was used to ensure clarity and enhance the overall quality of the videos.
If you are looking for a team to create a Training Video just like Lumere reach out to us today!
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