Who said e-learning wasn't effective for customer relations?

E-learning and customer relations

The customer relations world has experienced many disappointments with digital training. Results have often been inconclusive when it comes to the effectiveness of e-learning. Not that it's never interesting, but on the ground, it has not always had an impact, and e-learning has sometimes been found to be very incomplete…

Customer relations: an interaction at every moment‍

Customer relations is above all the experience of a relational and behavioural interaction. Consequently, it is impossible to limit training to purely theoretical input or product and service knowledge. These are certainly important, but they are not enough.

Whether an advisor, salesperson, account manager, or customer welcome and support professional, the customer relations practitioner regularly faces complex situations and constant dilemmas to navigate (human interaction is never simple!): a dissatisfied and intimidating client, an unpleasant objection, a multi-faceted question that can be embarrassing… It is therefore not enough to know your product specifications by heart — you need to be able to deploy the right behaviours at the right moment.

So how can this be put into practice? 

Role-playing scenarios (RPS) are the key element of training dedicated to customer relations. The scenario immerses the learner in their everyday reality and encourages them to reflect. This approach proves effective for every learner involved in Customer Relations: it is by trying things out for yourself that you learn best. If this once seemed unachievable in a digital format, it is now possible to create online role-playing scenarios — technologies now allow for the production of gamified scenarios in which learners interact, answers are analysed, and sequences are personalised. But let us be clear: technology alone cannot guarantee success, and it is the pedagogical approach that will determine the quality of your content. This is precisely what lies at the heart of our expertise.

‍E-learning for customer relations: what makes a good role-playing scenario? 

A digital scenario is not necessarily just a simple quiz, nor does it require a major technical undertaking such as augmented reality (VR), which is costly and time-consuming to deploy. A good role-playing scenario is one that allows the learner to be active by working through their errors to master the essentials. It is precisely to achieve this objective that the Didask solution was designed: to enable you to easily and quickly create effective practical case studies, guided by your learners' "relevant errors", directly from our tool, with no need for technical or pedagogical skills. The solution then automatically generates a Learning App ready for your learners: engaging, accessible on computer, tablet or phone and via micro-sessions of a few minutes, it adapts perfectly to the typical constraints of customer-facing professions.

Training and sales teams… The story continues in digital! 

With the Didask solution, we offer you the ability to design content with genuine pedagogical effectiveness, to improve the quality of learning delivered to your commercial teams, as professionals in the customer relations sector. Thanks to digital role-playing scenarios, your teams tackle real situations directly relevant to their daily work.