Getting customer education right is a valuable tool to achieve customer success. Customer education comes in a variety of flavours and the most effective forms are dependent on your customers, your product or service and your resources.
Here’s 3 great, but unusual, examples of different companies using customer education to deliver maximum value for their own customers.
Dropbox is a file hosting service that lets you access your important files across all your devices. They’ve created some beautiful resources to help their customers master Dropbox. Reasons why it’s so effective…
- They’ve split the pages into Dropbox roles. For the majority of their customers the ‘user’ guides would be sufficient but they’ve included pages for Dropbox admins that are kept separate.
- Dropbox have excellent information architecture, breaking guides into helpful sections.
- Beautiful imagery to support the content.
— NatWest (@NatWest_Help) August 19, 2013
Why we like this…
- Videos provide immediate and concise help in just 6-seconds.
- They are accessing a certain demographic of customers through the channel the customer has chosen.
- It’s a very creative customer education tool, great customer service acts as great marketing.
And we’ve saved our favourite to last…
Wiggle are an online bicycle retailer. They take a novel approach to customer education on their product detail pages. They utilise their customer community to participate in question and answers. If you’re a confused customer with queries about the product, it’s an excellent place to ask the question. And if your question has already been asked (and answered) then you’ll have an immediate answer. This works well for a number of reasons:
- Customers are more likely to trust those who have spent their own money and used the products.
- Future customers are able to benefit from the experience of past customers.
- Building a community of trusted expert customers.
- Customers are able to help themselves faster because previously asked questions are available.
- Wiggle can reduce their customer service costs because customers are able to self-serve themselves instead of contacting customer support with the same questions.
Those examples surely gave you some ideas about how to better educate your customers. Get in touch to improve your customer education.