Frontline employees are your vital link to customer satisfaction and success. They’re your brand ambassadors, your storytellers and present your biggest opportunity for influencing customers.
They’re also lowly paid, with high turnover. That’s why engaging and supporting frontline staff is crucial. Their working day is incredibly busy – either on the phone or face-to-face with customers. They have high information needs but low available time.
Attitudes of frontline staff are a proven influence on customer engagement and satisfaction. (Source: Science Direct)
Communication formats must be the right fit for the environment – whether busy call centers, retail outlets, or home workers. Masters of multi-tasking, frontline staff require instant access to up-to-date information as they liaise with customers in real-time.
Supplement customer success training with passive messaging using Screensaver, Wallpaper and Lock Screen; test knowledge with scenario Quizzes.
Publish latest news – stock, currency, data, weather – via RSS newsfeeds onto Tickers.
Build a positive culture
Motivate staff with fun Quiz competitions; collect their opinions and suggestions through Surveys
Support consumer campaigns
Increase effectiveness of external consumer promotions through digital signage incorporating multimedia content
Special features of the SnapComms platform make communicating with frontline employees even more effective.