Allow front-line staff to easily and immediately find all policy, procedure, product and system information.
The typical intranet search experience produces hundreds of documents that are often out-of-date or irrelevant. Or, employees just need to find the correct document on the shared drive, but can’t locate it.
When an employee can’t easily find the information they’re looking for they put the customer on hold and seek out a Subject Matter Expert (SME) who can provide the required information — this creates huge inefficiencies for your business and your key people or SMEs.
Frontline staff receive instant access to relevant results with brief and easy-to-understand answers, including smart links to additional insights, forms and sales-enablement materials.
Forget long, dense documents. Make it easier for your employees to comprehend product and policy information, while minimizing training time.
Most product and policy documentation is dense and multi-paged. A typical account opening document, for example, is over 30 pages long. When dealing with varying customer
scenarios, it can be extremely challenging for staff to navigate and extract the relevant information from these arduous documents.
Because frontline staff aren’t able to act autonomously to locate and provide answers to customer questions, they suffer a loss of confidence and their overall morale declines. Plus, the back office becomes frustrated having to constantly clean up the front line’s mistakes.
SilverCloud’s content team breaks down long documents into scenario-based answers with step-by-step instructions and provides contextual links to additional insights and documents the employee needs to execute the procedure.
Ensure information is always accurate, up-to-date and consistent, across all channels and branches.
Employees might find the information they need, but do they trust that it’s accurate? When was it last updated? With thousands of pages, it can be nearly impossible to keep all documentation up-to-date.
Subject Matter Experts don’t have the tools, the process or the time to keep 5,000+ pages of policies, procedure and product information up-to-date. Information becomes defunct, causing front-line staff to relay incorrect, out-of-date or non-compliant information — as a result everyone suffers: the customers, the employees and the business.
SilverCloud does the work to keep content up-to-date, always, so your employees will no longer wonder if the information is accurate. Our content team will break down your long documents into specific, bite-sized, digestible answers so employees can easily find current and trustworthy answers to the specific questions they are receiving from customers.
After implementation, SilverCloud becomes a part of your team to ensure content is always up-to-date.