Customer Training Now and After the Pandemic

by | May 21, 2020

Customer training organizations have been forced to look at how to adapt to the new realities dictated by this pandemic.

The most common approaches we’ve seen are tools and programs that utilize virtual and remote concepts.  Replacing classroom training with virtual training.  Using remote sessions such as Zoom, Teams, and others for updates and Q&A. AR/MR, until now mostly used in service/repair, is now being looked at to help with training. Employing eLearning and video-based learning as well as webinars and social media channels are all being considered or deployed.

Even before the pandemic, improving L&D was a critical corporate initiative for almost 90% of companies in a survey conducted by Deloitte.  A lot of the reasons for this were around changing and broadening job requirements and the drive to upskill employees. If you sell products and have to train people on their use and upkeep, they have the same challenges.These new times have made this even more important.

According to, offering learners training in multiple formats improves the overall success of the training as these choices better enable them to meet the varied needs and preferences of learners. And there are a lot of choices.

So if you’re in charge of customer training in your organization, you should be looking at all the tools you can find.

For the customers who use your products, have you thought about empowering them to do more, when virtual or remote resources are not available or convenient?

  • What if your customers had an app on their phone or tablet that could guide them through setup and operation of your products?
  • What if that app corrected them before they did something wrong?
  • Would it help if that app could also help your customers do basic troubleshooting?

Check out this two-minute video to see how AI is being used to help technicians set up unfamiliar equipment. In this case, AI is helping the customer do his own self-service. There are many advantages to this approach over virtual or remote methods:

  • AI can be available wherever and whenever the user needs it;
  • The user doesn’t have to have Internet or cellular access
  • There doesn’t have to be an expert or instructor on the other end of the line (helpful if the need is off hours)
  • Better supports asynchronous learning
  • AI is less expensive
  • No searching for videos or manuals or other resources
  • Our AI is effectively crowd-sourced, so it learns and adapts with more use

RevTwo also promotes organizational learning. Check out a previous post on this topic to see why that matters.

Have your Customer Training Department check us out and see about adding this unique tool to your training resources. And offer more choices.