Here are a few checklist items of different ways to get the most out of Digital Academy.
In Section 1 you'll find some basic ways to start using Digital Academy, and Section 2 discusses a number of ways to fully integrate Digital Academy into your institution — from sales to customer service.
Section 1 - Rapid Deployment
Here are a few fast and simple ways to start making use of your DA.
Include links to your DA:
❏ On your homepage
❏ On product information pages
❏ Within customer on-boarding packages
❏ In customer service email signatures
❏ Within digital products (“Need Help?” buttons directing to tutorials)
❏ Direct customers to your DA through hold messages on support calls
Section 2 - Thoroughly Integrate Your DA into Your Institution
Digital Academy as a Customer Service Tool
Online Resource Center
❏ Create easily accessible links on your website or app homepage that direct to DA
❏ If you have a separate help centre or FAQ page, add links to demos where you see fit
❏ Put "Need Help?" buttons within your digital products that link to your DA
❏ Have service reps direct customers to your DA should they have future questions
❏ Send out an email to let customers know you're launching DA
❏ Promote your DA through social media posts
Support Calls and Messaging
❏ Support staff use demos to follow along while troubleshooting on calls
❏ Support staff send links to tutorials from within your DA
❏ Create “on hold” messaging that directs customers to your self-service DA
❏ Support staff should encourage customers to visit your DA for future inquiries
In-Person Support
❏ Equip floor staff with tablets to offer hip-to-hip support
❏ Use tablets or computers to offer an interactive risk-free environment for in-branch support
Automated Support
❏ Interactive Voice Response (IVR)
i.e., Connect DA to your IVR and call center and have appropriate demos be sent to clients automatically
❏ Chatbots
i.e., Have chatbots recommend appropriate demos based on customer needs
Internal Training
❏ Increase employee education and familiarity
i.e., Have staff play through demos to increase their knowledge of digital products
Digital Academy as a Sales Tool
Product/Customer On-Boarding
❏ Use DA in-person to help show customers their new product or service
❏ Send out "new feature" emails that include demos when changes are made to digital products
❏ Send related product demos to increase cross-sales
Product Marketing and Sales
❏ Include links to your DA in promotional emails and messaging
❏ Equip staff with tablets and have them use demos as part of hip-to-hip cross-selling
❏ Show your customers just how easy your digital products are to use
i.e., Customers can test products in a risk-free environment
Internal Product Training
❏ Have your staff gain familiarity with your digital products to increase their ability to sell them