Customer education programs exist to help customers get value from a product faster, reduce support volume, and improve retention. Most programs start with video tutorials and a knowledge base. Both formats share the same limitation: they tell customers what to do without letting them practice it.

iorad adds interactive step-by-step tutorials to the customer education stack. Customers click through the actual steps in the product rather than watching a recording of someone else doing it. This increases completion rates, reduces time to first value, and drives down support tickets for the workflows the tutorials cover. This article explains how customer education teams implement iorad.

Think about the things you try to put into place in your training programs that benefit your learners:

(1) workflows

(2) personalized, customized, digital engagements

(3) visibility

(4) consistent expectations

(5) solving problems

(6) aligned to standard practices

(7) immediate feedback

iorad addresses every one of those training goals. With iorad you can create workflows in logical increments that build on each subsequent step. ⛋ Your iorad tutorials offer your learners a consistent training experience that they know will solve their immediate challenges. ⛋ You create the tutorials, so your standards of practice are implicit in the training, and your learners receive immediate feedback when they use the iorad’s interactive Try it or Quiz modes. ⛋ You are in control of the deployment of the tutorials, including a centralized Help Center option, so you can optimize and customize the visibility of the available training.

iorad is a CE solution to create step-by-step, interactive tutorials in minutes that are shareable in multiple formats. iorad allows you to easily provide your customers [and staff!] with the tools, resources, and knowledge they need to be successful. And that’s a great way to build and maintain mutually beneficial relationships, which is really your goal, isn’t it? ⛋ Check out how others are using iorad to support their CE.

Where iorad fits in the customer education stack

Customer education programs typically layer three types of content: live sessions for complex onboarding, video for asynchronous learning, and documentation for reference. iorad adds a fourth layer: interactive guidance.

Unlike video, iorad tutorials require the customer to actively navigate each step, which means they engage with the workflow rather than passively observe it. Unlike documentation, iorad tutorials are tied to specific actions inside the product, not descriptions of features. For customer education teams building a self-serve program, iorad tutorials handle the how-to layer so live CSMs can focus on strategy and outcomes.

Reducing support volume with customer training

The most direct impact of a customer education program built with iorad is a measurable reduction in how-to support tickets. When a customer can find a step-by-step tutorial for the exact workflow they are trying to complete, they do not need to file a ticket or wait for a callback.

SaaS companies using iorad for customer education typically see this impact within the first quarter of deployment, particularly for the workflows covered earliest in their tutorial library. The compounding effect: each new tutorial reduces ticket volume for that workflow indefinitely, while the cost to create it is a one-time investment in the original recording.