Telecoms, Media & Technology | Customer Experience
In order to excel in the 21st century, businesses need more effective education options for their end-customers, helping them to interact in new ways or to move to new channels. Konecta is successfully using digital learning experiences and technology to do this.
This involves much more than helping employees to adopt new technology and new ways of working – it’s also about helping customers to embrace new ways to interact with you – for example, steering them towards self-care options, reducing contacts, or providing the option of smarter, faster or richer digital interactions. To do this for customers, brands must themselves understand how to teach people to learn – in other words, to make their customer education approaches smart. That’s easier said than done, especially for brands or sectors with multi-generational or demographically-diverse customer bases.
At Konecta, we’ve been leading on these issues for a long while, using our own practical, sector-specific experience, expertise and insights in digital solutions and digital transformation to support our clients’ customers on their own learning journeys. We know in practice how to teach people to learn because we excel at it every day, in multiple geographies and multiple sectors. So, let’s give you some real-life examples from our experts on the ground.
The essence of what we do at Konecta is to partner with clients to deliver outstanding customer experience, and a key part of that is providing smart education solutions for our clients’ customers. We use our expertise to create engaging digital learning approaches, deploying a wide range of innovative technologies to provide an effective learning experience.
A good example of this is the e-learning approaches we have developed for managing inbound, outbound and back office.
Rather than relying always on the traditional approaches – such as emails or links to FAQs – we’re now providing some clients with a mix of video, multimedia and interactive content. This can be composed, assembled and customized according to customer type and needs. Most importantly, this smart content is dropped into a traditional customer care or management process, revitalizing the process for the consumer to make it seem new and engaging. For instance:
When we suggest and develop smart education for clients in different sectors, we approach it from the perspective of four key questions, which we will explain below. We would recommend these to any organization or brand thinking about their approaches to end-customer education.
In going through these questions with clients, our smart model focuses on digital technologies that facilitate practical application, such as scenarios, gamification, simulations and more.
Digital content is, of course, central in this, with a wide mix available to our clients and their customers, including:
Video is also a powerful element in our smart education model, including:
Documents back up this digital and video content, so that all clients and customers have access to a comprehensive range of supporting resources, including:
Tests and gamified experiences add to this rich mix, and provide another powerful element for ensuring that learning experiences are active rather than passive. Careful design and integration of virtual tours, learning games, assessments and quizzes all help to engage and empower customers, getting them ready and confident to implement everything they have learned.
In delivering these smart education solutions to clients and their customers, two other elements are key to delivering outstanding results – both of them linked to follow-up and continuous improvement.
The first of these is well-designed and assiduous monitoring. No smart training approach is complete without rigorous performance reporting and monitoring, using a KPI-based system. In this respect, we are always highly focused on selecting the most effective KPIs that get to the heart of what clients and customers are looking for.
The second key element is feedback. Integral to our smart training approach is the creation of an interactive business community to gather end-customer insights and feedback, which we use to adapt to their needs, inform and steer our innovation and continuous improvement approach, and surpass client expectations.
There’s one final element to remember too: that the endpoint is to offer outstanding customer experiences. We’ve seen brands and their providers develop digital learning approaches that have plenty of creativity but they forget that they’re there to facilitate results for the client, not just ‘wow factor’ moments for client presentations!
Smart education is only smart if it remembers this!