Using a modern intranet for knowledge management and enhancing company culture doesn’t just show results internally, it can be an incredible tool to help the people who help your customers.
In any company, there’s someone on the front lines talking to your customers. Whether they’re selling your product, providing support, or something in between, they are absolutely critical to the success of your company. If someone has a terrible experience with a customer support team, they’re likely to spread that word to anyone who will listen — and that kind of damage can be impossible to repair.
(Let me just take a moment here to give a giant shout-out to all of the people at Igloo who treat all of our customers so great. You guys are the best. Seriously.)
While you can’t always plan for rare rogue employees who go off the handle, you can make sure that a great customer experience is built into your company’s culture from the inside out. Here are five ways an intranet can help people work together, benefit from shared learnings, and stay informed to help provide the best customer experience:
Have a spot on your intranet where you can store all the necessary information you have on a customer — such as past purchases, future needs, or maybe tidbits like hobbies or what their favorite TV show is, you know, like the one that rhymes with Fame of Clones. With Igloo, you can integrate your parallel programs (like Zendesk) to keep all of your information in one place.
Sometimes, what you’re selling is changing faster than you can keep up. If you’re selling a product, you can have an area that contains all known product information (we call ours a Product Knowledge Base), which can provide a great spot for comprehensive information. You can use Wikis to have individual features listed and your search function means that you can find any feature you need to know about, any time.
Has your company been in the news recently? For example, maybe you’ve acquired a new company or had an “incident” that your PR department has created a specific customer-facing statement to address. They can use newsfeeds to share that information in real-time so you’re armed with the right thing to share with customers.
Not to brag or anything, but here at Igloo, we have a lot of amazing customers. And nothing makes us happier than to hear their direct testimonials internally. When there’s a satisfied customer, it feeds directly into our workplace culture, invigorating everything that we do.
We’re always listening to our customers to find out how we can make Igloo a better product— but what good would it be if it wasn’t recorded anywhere? Customer-facing employees can enter any feedback they receive in a Customer Feedback forum on your intranet and bring those ideas to one spot where everything can be addressed. Also, thanks to social media, feedback can come from anywhere at any time — so that forum can be useful for people who don’t normally talk to customers if they want to share what they see (be sure to use your intranet to share a social media policy that lets everyone know what they should and shouldn’t share online.)
As you can probably tell, we here at Igloo take customer service extremely seriously and we make sure we use our own software to help make the experience as great as it can be. Want to share how your organization keeps its customer service in fighting shape? Leave a comment below, or send us a tweet @igloosoftware.