3. Break down content into a discreet set of bite-sized answers
When banks and credit unions write policies and procedures, they are usually long and dense documents. And there is certainly a purpose for that. But these often arduous and complex documents do not solve employee’s needs for quick and easy to understand information.
When you hire SilverCloud we break this content down into bite-sized components and create an intelligent mapping system around the information. For example, you can link answers to other relevant questions that are likely to come up in a customer service discussion around a particular topic. One question should lead to another. If someone is asking about opening an IRA, an intelligent content system would show the 10 steps for opening an IRA along with other related pieces of information such as deadlines, key required documents and related promotions.
Similarly, content is broken down into a discreet set of answers. For example, one policy may be broken out into two, such as new account opening procedures being broken down into opening a primary account and opening a checking account. At most institutions, these procedures are often combined. But for a customer service member to quickly find the precise information they need to answer a customer query, these procedures need to be searchable as unique entities.