Over the years, we have experienced that the customer expectations and the way the resolutions are offered have evolved. In today’s world exceptional EX (employee experience) is considered to be the key to building fruitful customer relationships. Therefore the teams can also expect the same values and experiences that their company promises their customers.
In addition, Businesses that offer both exceptional customer experiences as well as delightful employee experience tend to thrive as the employee feels valued and appreciated for being a part of that organization. This further encourages the same to happen when it comes to business.
The benefits of flexible working options is one of the effective employee engagement strategies that the pandemic has made us experience. We have therefore seen that creating enterprise grade customer-like employee experience is not anymore crucial but now became a key differentiator.
Incrementing modernized methods leading to employee success
Navigating the business landscape today is quite a challenging task. As new technologies are aggressively reinventing the old business models and shrinking the product life cycle. The companies are now looking forward to hiring multitaskers who can skillfully handle the challenges and therefore create discerning and demanding customer relationships. The global pandemic has given rise to the technological advancement that is happening around us and also serving workers to figure out solutions which are simpler and straightforward in manner. The modern day technologies are helping companies to identify the skills gaps and therefore assist them to roll out targeted training to strengthen competencies in critical areas and developing each employee’s talent in meaningful ways.
This further acts as a support process in standardizing and simplifying the organization's operation while keeping in mind to harmonize and digitalize end to end processes across all the functional areas.
A spoonful hub for the employees
Equipping one's internal teams with the right information at the right time can be more powerful that one acknowledges. Thus creating a knowledge base for the employees and the internal teams which contains a library of useful information can really help employees which further helps them to benefit themselves and assist them in creating improved and better customer experiences.
This hub therefore enables to raise internal tickets which includes answers to the most frequently asked questions, useful articles along with helpful tips, etc. The internal team gets encouraged to find out the right solutions without creating dependability. This not only makes them more empowered but also makes them productive at work.
Empowering teams to interact via different platforms
Deploying self-serving to provide multi-channel support resulting in the empowering of employee experiences. Both multichannel/Omni-channel doesn’t limit only to the enterprises, it goes way beyond that. Giving internal teams the freedom to raise tickets regardless to the platform is therefore easy as well as simple. By the integration along with multiple platforms like WhatsApp, Facebook, Twitter, Instagram, ERP, HR, Accounting and many more can create seamless employee experiences.
Thus technology in today’s world has made everything so simple that the raise questions can be routed to the right people further resulting in contextual and faster responses along with quick resolutions. In addition many businesses are adopting this approach and are empowering their respective employees which enables them to track the status of their queries in a more effective way.
Initiating ML enabled chat for internal teams
Crucial departments like HR and IT receive a large amount of queries on a daily basis, especially when business shifts to the new normal working from home model. Equipping these departments with machine learning chatbot can help them to seek the surge of internal queries. Chat bots in today’s world have the capabilities to understand the queries, provide contextual resolutions and submit employee feedback to measure the performance helping one's team to focus on other important tasks further identifying multiple solutions.
Therefore with machine learning the integration of FAQs is always beneficial. The chatbots can offer human help as and when required by giving your business a humanized approach.