Microlearning is the future of tech support training—a dynamic, engaging approach designed for the Netflix generation. Microlearning breaks down complex topics into bite-sized lessons. It’s engaging. It’s efficient. It is designed to solve one specific problem in less than 2 minutes.

Transform your training for agents, distributors, customers and staff, with an online 24-7 SupportSuite resource hub.

Understanding microlearning

Microlearning is an educational approach that delivers content in small, focused chunks. These chunks typically range from a 1 to 15 minutes and can include videos, quizzes, infographics, or short text segments. This method leverages the way people naturally learn and retain information, making it ideal for today’s fast-paced, digital world.

Microlearning modules have a structure that works.

Module Structure

1. Introduction:

• What You Will Learn:
  • “In this module, you will learn how to troubleshoot common connectivity issues.”
• Benefits:
  • “By mastering these skills, you will be able to resolve customer issues more efficiently, improving satisfaction and reducing support time.”

2. Pre-Assessment (Optional)

• Knowledge Check: A short pre-assessment quiz to gauge the learner’s current understanding and tailor the module accordingly.
  • “What do you already know about troubleshooting connectivity issues?”

3. Core Content

• Rich Media Content
  • Screen Captures: Show step-by-step troubleshooting steps in a network settings interface.
  • Videos: A short video demonstrating how to identify and fix connectivity problems.
  • Diagrams: Flowcharts that outline the troubleshooting process.
  • Infographics: Visuals summarizing common issues and their solutions.
  • Text: keep it concise, with subheadings, bullets, checklists and examples.
• Interactive Elements: Include interactive elements like drag-and-drop activities, clickable hotspots, or scenario-based simulations to enhance engagement and practical application.
• Real-World Scenarios: Present scenarios or case studies where learners can apply the knowledge gained in a simulated environment.
  • A customer reports their internet connection drops intermittently. Walk through the steps to diagnose and resolve the issue.”
• Hands-On Exercises: Encourage learners to perform tasks or solve problems based on what they’ve learned.
  • “Using the network settings interface, follow the steps demonstrated in the screen captures to resolve a simulated issue.”

4. Summary:

• Key Points:
  • “Remember to check the network settings, reboot the router, and verify the ISP status before proceeding to advanced troubleshooting.”
• Visual Aids: Provide downloadable handouts, resources or cheat sheets that learners can refer to later. This is a good way to collect an email address.
  • “Download this troubleshooting checklist for quick reference.”

5. Self-assessment:

Include short quizzes focused on critical points to test understanding and retention. These quizzes can be interactive and engaging to ensure they are not only testing but also reinforcing the learning. Allow learners to reflect on their understanding and confidence in applying the new knowledge.

Send them their results—another good way to get an email address.

• Quiz:
  • “What is the first step in troubleshooting connectivity issues?”
  • “Which diagram outlines the correct troubleshooting process?”
  • “After rebooting the router, what should you check next?”

6.  Post learning community

• Learner Feedback: Gather feedback from learners about the module to continuously improve the content and delivery.  Clicking a happy or sad face is so easy, you are likely to GET feedback.
• Build a Peer Community: Encourage participation in forums or discussion groups to foster a sense of community and collaborative learning.
• Microlearning Bursts: Send out short reminders or mini-lessons to keep the content fresh and top-of-mind.

Are you ready to revolutionize your tech support training? Our 24-7 Support Suite give you an easy-to-use, scalable platform for distributing micro-learning to agents, distributors, or customers. Our WordPress-based solution is fast to implement, affordable and practical.

Discover how our cutting-edge microlearning techniques can free up your sales and support staff, and improve distributor and agent knowledge.

Book a free consultation today!