CUSTOMER SERVICE TRAINING

Capture any CRM or ticketing workflow and iorad generates a simulation agents practice before handling real customers. Ramp faster, cut handle time, reduce errors on live tickets.

Get Customer Support Agents Confident Before Their First Live Call

iorad for Customer Support

Two of the metrics contact centers track most closely — handle time and ramp time — both trace back to the same gap: agents who weren't given a place to practice the actual workflows before their first live call. Reading a runbook covers the steps. Clicking through them builds the readiness.

Capture any CRM, ticketing, or support tool workflow in iorad and it generates a simulation agents click through step by step — with guided prompts at each action and an independent mode to confirm they can complete the process without scaffolding. When a process changes, the trainer recaptures it; every agent sees the updated simulation the next time they open it.

The fastest way to capture & deploy documentation

Try iorad for free

A Zendesk support ticket workflow captured as an interactive iorad simulation

Agents Practice Before They're Live

iorad gives customer support agents simulated practice on real workflows, so they're confident on the tool before their first live call — not learning in front of the customer.

Try mode: step-by-step guided practice — agents work through case creation, lookup, escalation, and documentation workflows with prompts at each step
Do mode: independent practice — agents complete the full workflow without guidance, confirming they're ready for the live system
Quiz mode: knowledge checks for compliance processes, script adherence, and product knowledge
The Librarian: agents ask mid-call questions and get a direct answer from the training library — without a supervisor in the loop

High Turnover Means Customer Support Training Can't Be Static

Process changes, tool updates, and new product categories require every agent to be retrained fast — at scale, across distributed or remote teams. iorad handles the update cycle without a production queue: a trainer recaptures the updated workflow, iorad generates the updated simulation, and all agents see the current version the next time they open it.

Common workflows iorad keeps current across the team:

Case creation, routing, and escalation in Zendesk, Salesforce Service Cloud, and ServiceNow
Call logging, wrap codes, and disposition entry in any CRM
Refund and return process in order management systems
Knowledge base lookup and compliance script adherence
Onboarding new tools across distributed or remote agent teams

How quickly can a customer support team build training in iorad?

A trainer clicks through any CRM or ticketing workflow and Storyteller AI generates the simulation. Most tutorials are capture-to-publish in under 20 minutes. When a process changes, recapture takes the same amount of time — no production queue, no L&D dependency.

Can agents access training while they're on a live call?

Yes. The Librarian lets agents type a question and get a direct answer from the training library without leaving the tool they're working in. For proactive in-tool reference, tutorials can also be embedded directly inside Zendesk, Salesforce, or ServiceNow.

What CRM and ticketing systems can iorad capture?

Any browser-based or desktop system — Zendesk, Salesforce Service Cloud, ServiceNow, Freshdesk, Genesys, NICE, and any custom or proprietary contact center platform. View all integrations

Does iorad track whether agents completed their training?

Step-level completion can be tracked per agent in the iorad Dashboard. SCORM export connects completion data to your LMS for compliance and onboarding reporting. Quiz mode confirms knowledge retention after the simulation.

Customer support quality is a training problem before it's a performance problem — agents who've practiced the workflow make fewer mistakes, handle calls faster, and need less supervision from day one. iorad gives every agent that practice, every time someone new joins the team.