Scaling Customer and Partner Training from Live Classes to Self-Service Learning
nVoq | Customer Education • LMS Strategy • Product Adoption
My training role at nVoq began with a very traditional model: I created videos and handouts for instructor-led customer training and facilitated live courses. As the company and product portfolio grew, that model needed to scale.
Moving Training Online
I first built online learning in Moodle, using the free platform to extend learning beyond live classes. As training requirements became more sophisticated, Moodle could no longer support everything we wanted to do. I researched LMS solutions, selected Absorb, and built the modules used for nVoq’s customer learning programs.
The programs included customer train-the-trainer education and ISV partner training. Partner audiences often required considerably more technical depth, including backend administration and API-related information.
Creating Multimodal Learning
Software demonstration videos
Self-paced learning modules
Written instructions
Quick-start guides
Handouts
Practice activities
Administrator training
Partner enablement
Instructor-led and virtual training
I worked closely with Customer Success, Sales Engineers, Support, and other stakeholders to determine what customers needed to know and where additional learning could improve onboarding and product adoption.
Bringing Learning and Documentation Together
When the organization later decided that a standalone LMS was no longer cost-effective for end-user education, training moved into Document360. I rebuilt that training experience inside the Support Center, allowing customers to access learning resources alongside the documentation and knowledge content they already used for day-to-day product support.
What This Project Demonstrates
Customer education strategy
LMS evaluation and implementation
Learning technology
Train-the-trainer programs
Partner education
Technical training
Video and multimedia development
Product onboarding
Cross-functional learning design
