One-to-One Customer Training

Used to share content with users at a single customer account who are new to your product or service and need personalized training.

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Play Breakdown
Play Overview
Identify
Attract (Uberflip Setup)
Engage (Uberflip Setup)
Measure & Optimize

Play Breakdown

Play Overview

Identify

When onboarding a new customer or new users at an existing customer, it's important you understand exactly who they are and what they're looking to accomplish. Is this person going to be actively using all parts of the product in their day to day workflow or will they be occasionally using only select parts of it. If you are onboarding several people, their individual needs may differ.

For example, at Uberflip, we may be onboarding our champion who is involved in all areas of the product. We also might be onboarding an ABM Manager who will be curating content collections for their accounts, a Content Manager who will be uploading and tagging their content, and a sales team who will only be using Sales Assist to curate digital sales rooms for their prospects. All of these users require training, but their training needs are unique to their role.

For your account, you'll want to get clear on what each person's roles is and their desired outcome from using your product or service. Make sure to ask if there is anyone else in the company that would benefit from training. The more users you have, the harder it is to replace with a competitor's product or service, and the better off you are if someone at the account decides to leave.

Attract

You've identified your users and perhaps have already done an in-person meeting or training. It's time to follow up with supporting resources that they can confidently reference to learn more on their own time.

You will generate your email as normal using your email provider (ex. Outlook or Gmail) and instead of including a bunch of links and attachments, you'll share one link generated using Sales Assist.

By using one of the five sharing options, you can:

1. Engage the email recipient in the method that feels best for you (or by referencing the sharing stats for each option)
2. Ensure the click activity is tracked using Sales Assists tracking tokens assigned to the URL

If you are attracting various users of differing roles, perhaps you want to target them with separate emails and training resources. This level of personalization will help to narrow the user's focus and avoid them feeling overwhelmed by too many resources. 
 

Engage

When the recipient clicks through on the link from the email, they're taken to a curated collection of content selected specifically for them, created using Sales Assist. This likely includes a mix of training videos, help docs, and advice articles pulled from your content library in Sales Assist, as well as uploaded customer resources like meeting recordings, presentations, and agendas that you want to share specifically with that customer.

Be sure to add in a description to your training stream that speaks to your audience's desired outcomes and how the resources can help them get there. Additionally, by using sections to break up the content, you can segment the training resources by things like topic, workflow, or level. Perhaps you break up one training stream into sections for each role, or alternatively, you have a separate stream of content for each role. 

Templates are a great way to speed up the creation of a training module. Are there common roles, topics, or jobs that you can pre-populate a template with resources to make it even quicker and easier to spin up a page for your user? For example, tagging and segmentation is a popular topic for our users so by having a pre-curated template with the best tagging resources, we can easily share relevant and helpful training materials with our users.

If your Customer Success Managers, Account Managers, Implementation Specialists, or whoever is managing the user training for the account has a scheduling tool like Calendly or Chili Piper, make sure they are set up with a calendar CTA by adding their calendar URL to their profile.

Measure & Optimize

Finally, monitor engagement on your training streams by getting notified of visitor activity. Set up email notifications so if you're not in the app or Chrome extension, you still receive notifications on engagement activity in real time.

Ensure your admins have configured engagement notifications to enable enriched notifications for tracking, so you can know exactly who from where is engaging with your content, when they engage, and for how long. With this information, you can get super clear on how engaged the user and account is, where they may need more support and training, and what you might need to prepare for your next meeting.