For employees; the right answers are a necessity to be confident and successful in their jobs. For your customers and partners, gaining confidence with the right answers about your products or services is a necessity before buying. Do they feel confident after the sale their questions will be addressed?
It’s a simple and key question for every employee, partner or customer as they interact with your organization. Everyone who has a job question simply asks their peers or manager. But this has always been an inefficient way and prone to stigma. No one wants to look like they don’t know what they’re doing. Or worse, the peer or manager being asked may not know the answer or provide the wrong one.
For customers and partners, the sales journey is reduced by having right answers to their questions based on their profile, rather then having to speak to an agent or sales person.
Before Covid-19, every job in every industry had become more complex, competitive, with a higher turnover and was more demanding with less time to ramp up and internalize what’s needed for employees to achieve success. Customers and partners have wanted the answers to questions without having to speak directly to an agent or sales person. Call center technologies, which helped call center agents find answers proliferate, but they have focused on trying to improve the customer call instead of removing the need for a call in the first place. Virtual assistant pop-up chatbots offer FAQ generalized assistance. More complex and intelligent systems which yield better results to questions generally require huge budgets and time to implement them and tend to be brittle as the underlying service content changes.
Covid-19 has only exacerbated all this. At least before, everyone could more easily “tap the shoulder” of a colleague, manager or friend if they had a job or product question. Customers and employees stationed at home prefer getting answers without having to directly engage with someone by chat, phone and certainly not in-person. Employees working on-site are stretched thin; so there’s even less encouragement to foster questions. Greater agility and speed to getting the right answers with less required interaction is now everyone’s goal.
More resources – Effect of Covid on the workforce
Traditional learning systems, LMSs and sales enablement platforms are great at delivering a crafted curriculum at the beginning of an employee’s job tenure and setting a cultural stage and mindset for employees to begin their role, and occasionally for follow-up training. All content is crafted regardless of size to be consumed as a whole; varying from 5 – 10 minutes to consume micro learning to longer. Examples of these are Docebo and others like Cornerstone-On-Demand.
Their challenge is they require employees to set aside time they don’t have while they are doing their job to consume learning content. Employees are looking for the answers in content already produced outside of learning content. Few have time or the desire to uncover the required answer themselves. Relying on learning systems as a lasting solution doesn’t work since less than 25% of what employees are taught is retained 30 days later. Typically they will just ask peers or managers after completing their training which negates the ongoing role of such learning and enablement systems. Often, they stop using these systems once onboarded or if their use becomes optional.
LXPs or Learning experience systems such as by companies like Degreed have an even more noble goal; curate and deliver internal and external content, web content, online articles along with formal learning content and give certifications to most rapidly credential employees. LXPs are getting better at determining what’s relevant. But as above, they still require some time on the part of the employee to uncover the relevant answers they need from the delivered content.
Performance management systems as offered by companies like Glint, Culture Amp and larger players from SAP and Cornerstone focus on performance reviews; 360, annual or “mini” reviews and assessments and surveys. Unfortunately understanding if employees are really getting the answers to do their jobs is limited by the number of times they pulse check employees.
More resources – learning
Knowledge management and enterprise search systems like Getguru, Talla, Bloomfire, Zendesk and Coveo have come a long way in understanding the relationship of content to all other content. Auto tagging and AI have the potential to take much of the manual curation out of organizing a company’s content. Their focus is on curating content in relation to all the rest of an organization’s content and the collective experience of all employees. But not dynamically curated in real-time to specific employee actions and job role and that of their peers within and outside of their organization to improve answer accuracy for a specific job. Existing systems to date have been most successful for large projects utilizing large teams to deploy or for call center teams where content delivery is matched to questions customers ask with the call center teams.
What makes Feathercap’s employee answer platform successful:
We track everything your employees view, create or add
We measure every course, every page, every passage, every second of video they view. All content is tracked as employees create, consume, search and add their content directly or automatically through Dropbox, Box, One Drive, Sharepoint, Google Drive.
We measure a lot to develop success metrics
Where some see an employee searching how to perform a task through existing content, spending a few seconds on one Google doc then reviewing a video till they get the right answer to a job question. We see these as success metrics that we correlate to all of an employees available content along with learning content they have viewed or been assigned to view. Along with their peers content and behavior both within their company and peers in other companies. Typical success metrics: When did they ask a question? View the answer? How often compared to their peers? How difficult did they find the content based on their viewing behavior compared to their peers?
Delivery at the right moment
We deliver the right answers and content at the right moment to minimize the time for employees to internalize. From any device whenever they ask.
Turn answers into insights
We convert in real-time massive streams of answer signals into actionable employee insights which we use to give employees the right answers they’ll need.
Understand the employee
We focus on understanding the relationship of all content to the individual employee, their job role, their expected next job role and all the actions they have taken.
Instant secure access
Instantly and securely draw from any available and existing company content, wherever it lies.