Marketing Software E-Learning

A Storyline E-Learning

This storyline course clearly explains to an agent how to navigate a marketing software, identifies need to know information regarding certain features of the program and ultimately tests the leaners retained knowledge. Parts of the course have been redacted per agreement with the client. The file has been shortened and the test has been marked with boxes and arrows to identify correct responses to navigate through the test portion of the course. 

Audience: New and existing customer service agents. 

Tools Used: Microsoft PowerPoint, Microsoft Word, Articulate Storyline 360, Adobe Illustrator, SnagIt, Photoshop, Captivate and LMS system. 

Problem and Solution

The course is intended to address the need for a general baseline knowledge of a specific marketing program used daily by the customer service team. The inconsistent current training only provides part of the basics depending on the job role. Lack of consistency has created gaps of knowledge therefore resulting in a high number of call transfers and low customer satisfaction. 

The solution to create a storyline course that is universal for the full team helps close the gap of miscommunication and therefore allows for a more tailored training for the customer service team. This allows agents to understand the program, its benefits and how to apply their knowledge on a daily basis.

 You can access the course in the following link with the password located below: 

https://360.articulate.com/review/content/439506f2-b42f-4aed-9d43-18c6e23fd294/review

Password: Portfolio