Promoting Customer Success with Diverse Learning Channels
October 22, 2019
SmashFly’s Vice President, Customer Success, Chrissy Irvine, and Hannah Leary, SmashFly’s Customer Success Operations Specialist, discussed how they used a phased approach to expand their Customer Education program and directly addressed customer feedback about training formats and offerings.
Inhabiting the emerging industry of recruitment marketing, SmashFly’s platform is a large, broad, highly-configurable platform, requiring SmashFly to not only train customers on its product, but also about the industry and recruitment marketing landscape at large. Accordingly, SmashFly’s training program needed to educate its customers beyond “how-to” videos and provide more contextual, guiding content.
In tandem with the launch of its recruitment marketing industry certification, SmashFly worked with Skilljar to address several core customer training needs:
- Shorter training sessions
- Global availability of training content
- New hire onboarding
- Ongoing on-demand training
On the internal side, SmashFly sought to:
- Set a better foundation for scaling
- Streamline training efforts
- Better utilize their trainers
- Increase the agility of their program