Why Customer-Facing Teams Need Dedicated Online Training Software (Not Just a Shared Drive)
When you’re small, a shared drive full of PDFs, slide decks, and call scripts can feel “good enough” for training customer-facing teams. Reps hunt down the file they need, skim it, and jump on the next call or chat. But as soon as you add more products, more people, and more channels (phone, email, chat, social, in-app), that shared drive starts to work against you. Files go out of date, nobody’s sure which script is correct, and new hires learn by copying whatever their neighbour happens to be saying. At that stage, your customer experience isn’t driven by strategy—it’s driven by whoever created the last version of a document. Dedicated online training software fixes this by turning scattered information into a living, trackable learning environment built specifically for teams who talk to customers all day. Shared drives can’t keep up with evolving products Customer-facing teams live in a world of constant change: New features and price plans Updated terms and policies ...