How Knowledge Sharing Improves Employee and Customer Experience
As they say, "Take care of your employees, and your clients will be taken care of." But the opposite approach is taken by many businesses; they place the client first and largely disregard the employee's perspective. Although it seems like a rational plan to prioritize the client, it's not the right method. Instead, it would potentially be more profitable to build a productive employee experience.
Research indicates that there is a clear connection between employee and customer engagement. Companies with highly engaged workers outperform their rivals by 147 percent. And 79 percent of employees report being strongly active in their employment in organizations with above-average customer service scores, compared to just 49 percent of employees in firms with average or below-average customer experience ratings.
It makes sense even without the numbers: when workers feel respected and are equipped with the right instruments to do their work, they are motivated to perform at a higher level.
But all too often, businesses do not provide their workers with the resources they need to succeed, and as a result, employees are struggling, which results in not providing a successful customer experience.
When it comes to inspiring workers, a knowledge sharing network is vital. A knowledge sharing portal is a software solution for the uninitiated that centralizes your organization's data in whatever form it takes and makes that data searchable. Employees can open more when they know they have a platform they can easily share their thoughts.
As a consequence, workers know exactly where to go to find the most reliable, up-to-date data that can help them deliver excellent customer service. Here are three ways in which a knowledge sharing platform enhances both the employee and customer experience:
- It Prioritizes Employees
We all know that customer comes first. We take everything serious on this, the reason why business executives create products and processes for customers and also target the desire of customers with the customized content they need.
All are designed from beginning to end to make the client's experience as seamless as possible. Yet businesses also don't put the same thinking into making the experience of their workers so easy. They are more into pleasing their clients that they forget to make their employees happy.
The successful exchange of information changes that. The right forum for sharing expertise offers workers customized streams of relevant information and comprehensive search features. Ideally, workers can locate information in many intuitive ways, such as running a keyword search, narrowing down results with filters, and constantly accessing bookmarking information.
If staff are unable to locate the information they are searching for, they should be able to ask a question on the website and receive an answer from an expert on the subject.
Business leaders will demonstrate that they want the employee experience to be just as personalized, comfortable, and seamless as the consumer experience by introducing this kind of platform. And they are more likely to serve their clients well when workers feel respected.
- It Makes Employees' Jobs Easier
Employees are often evaluated by how easily and thoroughly they solve customer problems. But without a centralized information database, what data they can have and what issues they can address are restricted to employees.
In almost every department, the same challenge applies to workers. For example, sales agents at any point of contact, regardless of where they are in the purchaser journey, need to find the best collateral for each potential buyer. In order to make educated choices on how to move forward, product teams need to be able to find analysis and consumer reviews relevant to their product lines.
In every department and feature, a knowledge sharing solution helps workers easily find the information they need to answer customer concerns and make data-driven decisions effectively. And that kind of speed and precision is just what consumers are looking for.
- It Connects Employees
Too often, workers work in silos within the same organization, which gives a narrow view of customer service to each department. For example, market analysis teams may gather useful information about what messaging can resonate with consumers, but it will not help the internal partners better target customers if that information is not regularly shared with other teams.
Nothing can be done to improve the customer experience unless your customer service teams share their knowledge with your product development teams. Employees basically have access to any other employee in the organization through a knowledge sharing network.
They can exchange knowledge that can help teams collectively enhance the customer experience, including customer reviews, market analysis, and department processes. Employees become more integrated, which encourages them to work as one cohesive team, all for the benefit of your company's clients.
The relation between the dedication of employees and the experience of clients is undeniable. You will create a meaningful employee experience by supplying the workers with knowledge sharing resources, which will lead to a superior customer experience.