New E-Learning Program Unlocks
Customer Service Excellence

After conducting an internal survey, this growing technology provider realized that their tech support teams needed to improve their troubleshooting skills for one of their popular products.

They worked with Infopro Learning to develop e-learning modules to address several key challenges.

• Equip the tech support team with the troubleshooting skills they need to assist customers
• Familiarize the teams with common customer questions and issues they run into
• Decrease the number of returns of the laptops

Infopro Learning worked closely with this tech company to develop training modules to help the tech support team learn new troubleshooting skills.

• Activating Learner Engagement
  Infopro Learning wove visual elements and animations throughout the training modules to maximize learner engagement.
• Boosting Knowledge Retention
  Infopro Learning divided the learning content into two short, bite-sized modules to improve knowledge retention.
• Reinforcing Core Concepts
  Each module included a skills assessment at the end of each module to reinforce each concept.

After the program launch, there was a notable increase in customer satisfaction scores and a decrease in returned laptops.

• 92% customer satisfaction score:
  Within 90 days after the program launched, there was a significant boost in customer satisfaction rates.
• 10% decrease in number of returns:
  The improved troubleshooting skills led to a reduction in returned products.
• 20% Boosted learner confidence:
  An internal survey found that participants felt more confident after training took place.