Our most memorable shopping experiences are typically fantastic or terrible. Anything in between tends to be overlooked, and won’t come up in conversation when a friend asks for recommendations.
In order to stand out, your goal should be to provide the best customer experience possible and prioritize customer success at your business.
After all, satisfied customers lead to an increase in customer retention, customer referrals, and overall revenue. And, that’s just the beginning. There are plenty of reasons why customer service is important and why it's beneficial for a company to invest in it.
A great place to start is with customer service training tools. It’s important to properly train your service reps so they can succeed at their jobs and create delightful customer experiences.
In this post, we’ve compiled a list of handy service training tools that will make your support team an impressive touchpoint for your customers.
Customer Service Training Tools and Software
Used by companies such as Warby Parker and HelloFresh, Lessonly is a business training software that encourages businesses to “Do Better Work.” With Lessonly’s customer service training software, you can build simple, yet effective, lessons for your team in minutes. With this scalable framework, you can provide consistent and targeted training so all your reps have access to the same strategies to make customer experiences exceptional.
The training modules include practical scenarios such as responding to mock-tickets, chats, emails, and phone calls. These modules provide a safe space for your staff to sharpen their skills. The more your reps practice, the more likely they’ll satisfy your customers.
Price: Pricing available on request
Rise is a modern online training tool that can also help train your service reps. According to Rise, its courses are easy to create, enjoyable to take, and simple to manage. To build lessons, there are custom templates, image libraries, and well-researched content lessons readily available. You’ll only have to piece the elements together.
For your reps, the tool’s simple and modern design will make the training process more enjoyable. Rise also adapts its interactive lessons to all devices to cater to your employees’ preferences.
For yourself, you can track and analyze each member’s learning progress by seeing which trainings have been completed, time spent on training, and quiz scores. You can also assign different courses and learning paths to certain people and groups.
Price: Starter Plan, $399/month for up to 100 people; Growth Plan, $799/month for up to 250 people; Midsize Plan, $1,299/month for up to 500 people; Large Plan, $1,999/month for up to 1,000 people; Enterprise Plan, contact for pricing
3. iSpring Suite
With a 4.8 out of 5 stars rating, iSpring Suite is an all-encompassing toolkit to help you create software simulations, scenario-based courses, and assessments. The lessons on this platform are PowerPoint-based, so you can quickly add narration, videos, and screencasts.
What stands out about iSpring Suite is its scenario-based assessments. You can easily build assessments using templates for questions in the form of matching, sequencing, or drag & drop. These scenarios will help your reps refine their knowledge and hone in on their professional skills. You can also choose to incorporate role-play simulations by transferring existing scripts into the system.
iSpring’s lessons adapt to the learner’s device, making it mobile, tablet, and laptop friendly. The courses can also be downloaded and taken offline. As iSpring Suite simply puts it, “create once, view everywhere.”
Pricing: iSpring Suite Plan, $770/year per user; iSpring Suite Full Service, $970/month per user
Currently, there are over 50,000 teams who use Trainual to train their employees. Trainual is an all-in-one training app that can help train your reps for customer success. With plenty of templates to choose from, you can begin publishing courses in no time and track employees’ progress. You can also subscribe to automatic notifications to make sure every member of your team is on the same page.
Operating Trainual’s system is also another one-and-done deal. Simply create your courses and they’re ready for rollout. This process makes it easy to train 1 to 100 people at the same time, and you won’t have to worry about new hires with a set training program ready to go.
Pricing: Starting at $99/mo for up to 25 users
ServiceSkills may not be as customizable as the other tools, but it’s certainly laser-focused on developing soft skills. With ServiceSkills, your reps will learn how to improve client-facing communication, enhance teamwork and collaboration among coworkers, and build a respectful and effective workplace.
The subscription-based courses focus on a range of service skills from email support to client satisfaction. These courses are zipped into various module series to help users learn through storytelling. Some examples from the 100+ course library include the Telephone Doctor Customer Service Series and ServiceSims Challenge Series.
As with all the mentioned programs, you’ll have the ability to track every learner’s performance and interactions with the courses to grant your team members their best chance at success.
Pricing: Small Group Plan, $2,900/year for up to 15 people; Tier I Plan, $4,490/year for up to 50 people; Tier II Plan, $7,990/year for up to 100 people; Tier III Plan, $11,990/year for up to 250 people; Tier IV Plan, $18,990/year for up to 1,000 people; Enterprise Plan, contact for pricing
No judgment if you’re looking to hold off on paying for training tools. In that case, our list of 45 free training materials may be something to dig into.
For even more customer support training resources, see our ultimate guide to customer service and support training.