Launched a training academy on Learnworlds LMS with persona-based courses, including “getting started”, to help scale customer onboarding and reduce support volume.
This approach replaced most live and on-demand webinars, and was complemented by targeted in-app notifications for new product releases and customers showing low adoption.
Outcomes included over 1000 learners in the first 6 months, 90 minutes saved from each new onboarding engagement, and supported the reduction in overall support contact rate.
My role was strategic in defining the vision and goals for the project, provided operational support in selecting the tool and overseeing the technical setup, and reviewed the learning materials. Content creation was led by my team.
Key CX considerations were creating smooth login and navigation, providing segmented paths to accommodate different types of users (everyday admins vs. occasional users, as well as different product types), and ensuring data synced from Learnworlds back to Churnzero & Zendesk for team visibility, reporting, and accurate customer comms.
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