Customer Education: Spend 95% of Your Time on Content

Customer education only works when the lessons are good. Yet most course owners spend their hours elsewhere: creating the course, adding chapters, formatting lessons, setting up the exam, checking settings. By the time the build ends, the product has often changed.

Work in a 95/5 split: 95% of your effort on content that helps your audience, and 5% on the build inside the system. AI assistants such as Grok and Grok Bot can now do most of the build for you.

Ask course owners where the time goes and the answers repeat. Courses take weeks to build. Content sits in a document until someone has time to enter it. Product updates pile up, and each one needs an edit, a review and a publish. After launch you cannot see where learners struggle, so you hear about it through support tickets.

Start with one course and one job. Pick one goal from your customer education strategy and name the outcome a customer can reach afterward, such as setting up a first report or inviting a team. Describe the audience in one sentence: who they are and what they already know. Then list three to five learning goals. Start each with a verb the learner can show: create, export, compare, fix.

Keep the course short enough to finish in one sitting. If the outline runs long, it is probably two courses, so split it before you build.

The outline is where the 95% goes. A course outline template can be a plain document with four headings: goal, audience, lessons, and a check for each lesson. Under every lesson, write the points it must teach and one example.

Take the examples from your own work. Read the last support tickets on the topic, and the calls where a customer got stuck. Each real question becomes a lesson or part of one. If a deal stalled because a buyer missed one step, that step gets its own lesson.

Once the outline exists, the build is routine. A connector lets your AI assistant work inside Peerfold for you. You give the assistant the outline and ask for a draft course. It creates the course, adds the chapters and lessons, writes the lesson text and sets up the exam.

The video shows one run. The outline sat in my Google Drive. I asked Grok to find it and build the course in Peerfold. I say in the video that this work otherwise “would have taken, weeks or months in a lot of cases.”

Read the draft the way a learner would. Does each lesson match a learning goal? Do the exam questions test what the lessons teach? Are the examples yours, and are the steps and product names current?

Ask the assistant to run Peerfold’s pre-publish check as well. It flags lessons with no content, exams with no questions or no passing score, quiz blocks with no questions, and video blocks with no video chosen.

Nothing goes live until you ask for the publish. A publish creates a new revision of the course, and it emails no learners unless you choose to notify them.

Peerfold reports completion rate, average progress, exam pass rate and average exam score for each course. For each lesson it shows how many learners started, how many finished and how many minutes the lesson has taken them.

Work in this order. First, find the lesson with the biggest gap between started and finished, and read it. Second, look for a lesson that takes far longer than its neighbors; it often needs splitting. Third, if learners finish the lessons but the exam pass rate is low, compare the exam with what the lessons teach.

You can ask your assistant which lesson loses the most learners. It reads the lesson numbers and names it. Ask for a draft rewrite of that lesson, then review the rewrite yourself.

A course ages the day the product changes. Set a review date for each course. Add a line to your release checklist so a shipped feature triggers a check of every lesson that mentions it. When a lesson is out of date, change that lesson, review it and publish a new revision.

Peerfold can email enrolled learners that a new version is live, with the lessons that were added. It does this only when you ask, and never on a course’s first publish.

Pick one topic customers keep asking support about, and write the outline this week. Then connect an assistant to a free trial of Peerfold, ask for a draft course and read what comes back. Trials run fourteen days with every feature on, and no card is required.

For the wider approach to customer training, see our education-led growth page. Developers and technical admins can read how assistants connect on the developers page.