B-Lynk improves customer retention, migration with bespoke learning and training experiences, Podcast

“We work in a very customized way on these opportunities to, our trainers will meet with our service provider, understand the end customer, and then there will be a meeting with the end customer stakeholders and our service provider customer to really come up with a customized training agenda that meets the needs of their business,” says Katie Merrill Founder and CEO of B-Lynk. In this podcast, we learn how training is very critical to the entire SaaS industry. The success of many technologies depends on the non-technology workers being able to comfortably use what’s in front of them. B-Lynk offers several approaches to the learning and training challenge: videos, guides, digital books, and content that fits with local language needs.

Customization

“A real bread and butter of our offer has been, end customer end user training,” Katie adds. Different customers need different things. “We work in a very customized way on those opportunities. Our trainers will meet with our service provider, understand the end customer, and then there will be a meeting with the end customer stakeholders and our service provider customer to really come up with a customized training agenda that meets the needs of their business. They know exactly what their agents are going to learn, exactly what their supervisors are going to learn. And then we deliver that training as a service. And if needed and necessary, we can create video content to follow along for future training beyond that initial onboarding.”

Migration as an Opportunity

“I look at migration as really for service providers as an incredible opportunity to reconnect with their customers during this migration process,” says Katie. We learn how partnering with B-Lynk can open new opportunities. Katie also reminds us that “a bad migration is a bad migration.” Not thinking through the training portion can lead to a failed migration and to churn. A service provider can end up on either end of a spectrum of great to terrible experiences.

Visit https://b-lynk.com/