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Business Problem: Customer Service Representatives require a comprehensive understanding of Product Led Growth (PLG) principles and how to integrate this mindset into their customer interactions. This includes employing consultative skills to address obstacles, enhance product and service utilization, and gather valuable insights for the Product Group.
The Ask: Create a learning experience to help participants grasp the concept of Product Led Growth (PLG) and utilize this approach along with consultative soft skills to remove blockers, increase product usage, and deliver exceptional support experiences.
Solution: This course is designed to equip learners with a thorough understanding of Product Led Growth (PLG) and its practical application in daily workflows to enhance customer service excellence. Through scenario-based practice and video examples, learners will develop skills in leading effective product led growth conversations with customers.
Tools Used
- Rise 360
- Storyline 360 (for embedded videos)
- Powtoon (for video production)
- Camtasia (for GIFs)
- Word (for job aid)
Project Deliverables
- eLearning course in Rise
- Course Plan – presented to stakeholders for approval before course development
- Course Outline– presented to stakeholders to provide a very brief layout of the course as development was ongoing
Project Features
- Accordion and tab interactions to chunk information.
- Flip card interactions for expanded information.
- Multiple videos to reinforce course concepts and allow learners to hear examples of exemplary customer conversations using the PLG mindset.
- Work based scenarios for learners to apply knowledge.
- Embedded Storyline 360 for closed captions and other accessibility options.
- Key takeaways to review important course information.
- Graded quiz to assess mastery of content and track in LMS.