Frontline Employees Deserve First-Rate Support

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.

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Improve frontline feedback and ensure staff see and read important company information by publishing internal content through highly visual, direct-to-screen channels

SnapComms Tools Cut Through The Noise

The SnapComms platform cuts through workplace noise to get messages through. High impact features ensure messages are read; visually-rich formats ensure they’re remembered.

When frontline staff make up 80% of the workforce (Source: Gallup), you can’t rely on email alone to reach them. Don’t sell your frontline employees short. 
Desktop tickers update frontline employees with important information, such as pricing changes, stock levels and callers waiting, without disrupting customer service. Include RSS feeds and links to more information.

Desktop alerts give immediate attention to priority messages or breaking news, alerting staff to system outages, operational hiccups, or other incidents which impact service delivery.

Staff surveys make collecting feedback from distributed frontline staff simple. Employee views and customer perceptions from ‘on the ground’ can then inform corporate strategy.
A staff quiz can reinforce training, grow culture and foster competition. Monitoring knowledge levels of frontline staff is important when effective service delivery and satisfied customers depend upon it.

Discover our range of tools for Internal Communications

Desktop Communications
Desktop
Mobile Communications
Mobile
Digital Communications
Digital Signage
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Use SnapComms Software To:

Improve knowledge

Supplement customer success training with passive messaging using Screensaver, Wallpaper and Lock Screen; test knowledge with scenario Quizzes.

  • Increase learning
  • Detect knowledge gaps

Stay informed

Publish latest news – stock, currency, data, weather – via RSS newsfeeds onto Tickers.

  • Equip staff with accurate information
  • Reduce errors

Build a positive culture

Motivate staff with fun Quiz competitions; collect their opinions and suggestions through Surveys

  • Demonstrate employee care
  • Foster collaboration and staff buy-in

Support consumer campaigns

Increase effectiveness of external consumer promotions through digital signage incorporating multimedia content

  • Reinforce frontline staff efforts
  • Drive customer action (enquiries or sales)

Reinforce best practice

Broadcast messages via Screensavers, Tickers and Lock Screen with tips on handling difficult customers, telephone etiquette etc.

  • Promote customer success

SnapComms Delivers Results

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Drive performance
Frontline staff never miss important information again
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Strengthen relationships
Better corporate and branch relations through effective, open communication that reaches all staff – regardless of location
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Reduce turnover
Ameliorate expensive staff turnover through feedback mechanisms and increased involvement
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Support positive change
Drive behavioral change through greater training effectiveness
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Reduce friction
Message consumption made easy for customer-facing multi-taskers
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Improve communication
More effective messages through real-time data-driven insights

Features To Make Your Communications Work Harder

Special features of the SnapComms platform make communicating with frontline employees even more effective.

  • Active directories allow messages to be targeted to specific staff groups by location, role and user profile. Targeted communications then achieve high relevance and low wastage.
  • The pop-up notification format ensures higher cut-through for priority messages and higher response rates than traditional survey tools.
  • Administration rights allow nominated individuals across the business to communicate directly with front line staff. For example, Marketing might run new screensavers highlighting current promotional campaigns, or HR might run desktop wallpapers advising on support schemes available for staff.
  • Recurrence settings provide control over how frequently messages will reappear on employee screens until they are acted upon.

Want to learn more about how SnapComms can work for you?

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Related Resources For Communicating With Frontline Employees