Podium provides customer engagement software for local businesses. Its product-support agents need to diagnose issues, explain the next step and help customers use the product.
Confidence requires practice
Reading about troubleshooting is different from doing it while a customer waits. Podium wanted new hires to work through customer scenarios before their first live interactions.
New hires were scared to really dig into troubleshooting because they didn’t want to make a mistake. We needed a way to help them shake that hesitation before dealing with real customers.
Marissa TaylorManager Product SupportSimulations in onboarding
Podium uses Solidroad extensively in new-hire onboarding. Its team builds scenarios and scorecards around product features so agents can practice relevant situations and receive feedback against the expected approach.
Seeing where more practice is needed
Simulation attempts give trainers evidence of how an agent handles a scenario, alongside the learner's completion of training material. Trainers can identify areas that need more practice before the agent works with customers.
The team continues to refine scenarios and scorecards around its product, keeping practice relevant to what new hires will encounter.
