Did you know that 40 percent of new employees who say they’ve received “poor job training” are out the door within one year? It makes sense when you realize that 68 percent of workers point to training and development as a company’s most important policy. And as any business leader worth his or her salt knows, high turnover rates will not only cost you big, but more productive employees produce better work. It’s no surprise that companies that invest in quality employee training report 24-percent higher profit margins.
But what constitutes poor training? One of the most important areas to look at is technical support. Whether employees are facing technical bugs or user error, any wrinkle in the user experience can cause a learner to give up and log out of your LMS – unless there’s a quick, easy way to get help. Answer the following questions to optimize the user experience in your online learning programs.
Is Your Platform On-Demand and Mobile-Friendly?
You might think you have this base covered if your employee training catalog is available online, but that’s just step one. In an iPhone world, if your site isn’t mobile-friendly, it may as well not exist.
Millennials make up the largest generational chunk of the workforce today. Raised with internet and wireless devices at their fingertips, these workers have their smartphones on them 24/7. This group expects to be able to find anything they need, whenever they want it, via their phone or tablet. If your LMS lacks responsive design, is buggy, or is simply not accessible on mobile devices, the odds are good that your employees, especially millennials, will become – or already are – frustrated.
Is Help Easy to Reach?
If you’ve ever hunted around on a website for tech support, only to come up empty or finally find a tiny link in the footer, you know how frustrating the experience can be. Don’t do that to your employees. They have work to do. Given that 79 percent of B2B website visitors will leave a site if there is no visible contact information, your trainees will likely exit the LMS and return to work if the help they’re looking isn’t readily available. The solution? Highly visible contact links and/or contact information for your tech support teams.
Is Help Flexible?
Once an employee finds the tech support information in your LMS, what does he or she see? While a solitary email address or phone number might be just fine for Generation X or baby boomers, millennials are much more willing to dig into a FAQ document or support topic search, so be sure your materials are up to date.
While they don’t necessarily want to call a human being for help, millennials do put a lot of stake in quality tech support and customer service in general. In fact, from a B2C perspective, more than 50 percent of them are willing to ditch a company, according to a survey by Aspect Software. While most respondents to the survey said they would look over a few bad experiences, unhelpful customer service seems to be a “three strikes and you’re out” scenario for millennials. Twenty-five percent of them will stop using a company after just one negative experience, while a whopping 82 percent will cut ties after a third incident.
If you don’t have a tech support team in place to help learners – and your training developers – work through challenges, your employees could stop using your LMS altogether. While this may not cause you to miss out on direct revenues, we know employee disengagement does eventually cut into the bottom line.
Is Help Fast?
One of the most important features of solid customer service is speed. When it comes to B2C companies, nearly one-quarter of millennials expect an answer from brands within 10 minutes of contacting them on social media. While you might not need to reach that lightning-quick response rate, be mindful that your largest audience of trainees is conditioned for speedy replies.
Is Content Supported?
Does your current LMS vendor provide customer support for content as well as their technology? If it doesn’t, you might want to start shopping for a new partner. Ideally, you’ll want your LMS provider to be familiar with e-learning standards; authoring tools; and other features, such as training needs analysis, generated reports, and the ability to assign course lists to users. Remember to make regular catalog updates, as well. While outdated content might be technically up to snuff, it isn’t as engaging and may actually put you at financial risk.
Treat Your Employees Like Your Best Customers.
If you were building an online tool for your customers, you’d probably pull out all the stops to create the best experience possible. Whatever employee training system you choose, it’s a product designed for and served up to your employees. In this case, they’re the customers. It’s no coincidence that the year after Airbnb announced it was appointing a global head of employee experience, it topped Glassdoor’s 2016 list of the 50 Best Places to Work. With turnover and profitability on the line, it makes good business sense to apply the same level of customer service to your own team.