At our support meeting yesterday afternoon we reviewed call traffic generators for the past week and decided on two additional training videos which will help our customers reduce the need for support. This was not the purpose of the meeting, it just happened. There was a moment in the discussion when someone said that would make a good training video. We all agreed, realising that a well executed video had the potential to save our time in this specific area and help our customers enjoy their software more.
By being proactive and increasing free video training opportunities, our goal is to free help desk resources for situations requiring real assistance rather than training over the phone. We have made considering new video titles part of our regular support review meeting agenda.
The feedback we are receiving from our customers on the training videos is encouraging us to add more titles to the portfolio ASAP. We are excited that our customers what this self serve training resource.