Logbase stands as a premier app provider for Shopify customers, carving out a top spot in the competitive e-commerce support landscape. Renowned for their innovative solutions, they cater to a growing demand for efficient and effective customer service.
Challenges Faced by Logbase
The main challenges Logbase sought to address were:
New Employee Training: Accelerating the ramp-up time for new Customer Success Managers (CSMs) to understand product intricacies, customer communication strategies, and frequent customer queries.
Ongoing Feature Updates: Seeking a more time-efficient method to replace lengthy bi-weekly meetings that the product team conducted for CSM and sales updates on new features.
Mikros Implementation Strategy
Logbase leveraged the Mikros platform through Teams with two clear objectives:
Rapid CSM Onboarding:
Created comprehensive microlearning modules on product features, customer communication, and FAQs.
Achieved a 25-30% reduction in time-to-readiness for new CSMs, enhancing their ability to serve customers promptly.
Efficient Feature Update Training:
Transitioned from traditional meetings to Mikros-delivered, bite-sized learning modules for bi-weekly feature updates.
Saved approximately 60 man-hours per month and increased training efficiency by 20% through spaced repetition training techniques.
Impactful Outcomes
Streamlined Onboarding
The adoption of Mikros for onboarding resulted in new CSMs being field-ready faster, significantly enhancing team productivity and customer response times.
Efficient Training Updates
Replacing bi-weekly meetings with Mikros microlearning led to a more effective dissemination of information, allowing CSMs to absorb and apply new feature updates more efficiently.
Conclusion
Logbase's partnership with Mikros redefined their training approach, leading to substantial time savings and increased efficiency in their customer success and sales operations.
This case study showcases how Mikros can revolutionize internal training processes, turning learning into a strategic advantage for customer-focused companies.
