Overview of the project

TextExpander is the most popular text replacement and shortcut app. This company integrates TextExpander licenses this software for their staff in order to generate custom word, sentence, and paragraph text with keyboard shortcuts. Technical support uses the software from saving step-by-step instructions for troubleshooting, to most used phrases for emails and live chats, simplifying their day-to-day tasks and freeing mental energy to focus on providing first class service in interactions with customers. 

What was the challenge?

There wasn't a formal training about the tool in the onboarding process of new technical support agents, and not all functionalities were used efficiently, with non constant results across the board.

What was the solution?

A training needs analysis was conducted, pointing at the creation of a trainer-led session about this software. The session was created for a specific team, although at some missing participants' request, it was recorded. The recording started circulating outside the original team, and other teams requested to receive the training in their weekly team meeting, but also the recording was shared with a learning aid created based on the session slides.

What were the results?

The results were extraordinary, with improved morale, further usage of paid software and efficiencies in day to day work were found and solved. The session was shared with learning teams for onboarding usage, for new agents to hit the ground running.