Customer education
6 min read
Why customer training courses stall at lesson two
Across 41 academies, most learners who quit do it in the first 15 minutes. Here is what the drop looks like and what fixed it.
Ruth Okafor
Head of customer education
We looked at 212,000 learner sessions across the academies that run on Whitfield. The pattern was the same almost everywhere: people who quit a course usually quit in the second lesson, not the eighth.
The second lesson is where the setup lives
The first lesson is a welcome video. The second one asks the learner to do something in the product: connect a bank, add an employee, import a file. If that step needs data they do not have at hand, they leave and rarely come back.
Three changes that moved completion
Move the hard setup step to lesson four, after two quick wins. Tell learners in lesson one what they will need to have ready. And send the first nudge after 48 hours, not seven days.
Academies that made all three changes went from 41 to 58 percent completion in one quarter.
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