Ever wondered what connects an organization with its customers? You may have really exciting products and services but ultimately who takes them to your customers? Well, they are the people that work for it. They are the ones who ensure that customers are happy and well attended to. As per a survey by ServiceNow more than 40% of the 1400 employees that were surveyed find it difficult to resolve hardware issues or get information pertaining to company policies or benefits. A whopping 55% felt undervalued thinking their organizations didn’t value their opinions and were unresponsive to their needs.
This is where employee servicing comes into play. The right kind of employee servicing can go a long way in boosting productivity and delivering better experiences at work. Luckily, a lot of enterprises are now acknowledging its role and eagerly exploring avenues to offer employees a better experience at work. If you are one of those employers who waste endless person-hours catering to basic requests from employees, it’s time you embraced enhancing the employee experience via better servicing.
It begins way before onboarding
Those who have understood the value of employee servicing embrace it early on. Onboarding calls for a lot of chores including ordering a new laptop, taking care of payrolls etc. that require good coordination between HR, IT, Finance and other relevant departments. Precisely why companies need to ensure employee service delivery way before they make job offers. It’s critical for every organization wanting to leverage digital transformation. It is also crucial from an employee retention point of view.
This is particularly true in case of fast-growing organizations that hire employees who leave a job in the first few months due to inefficient onboarding processes. It is important that candidates are satisfied with their initial tryst with people and processes or else they would immediately start looking for a job elsewhere. ServiceNow’s survey confirms that 45% of new hires have gone ahead and applied for a job in other companies after experiencing a bad day on the job.
There have been instances where employee servicing affects off-boarding as well. Precisely why suave enterprises invest in an automated service delivery platform to ensure that there is absolutely no friction while reclaiming laptops, software etc. and the experience is smooth and satisfactory for both employees as well as enterprises.
The traits of good employee service delivery
Seamless customer experiences have heightened expectations of employees on the work front. To give them the best experience, employee service delivery should be:
1. Omnichannel – It is important to meet your employees where they are, being available for them by way of apps or tools that employ a virtual agent.
2. Consistent– Employee service delivery should be consistent and predictable across channels and should allow for integration with tools that employees use on a daily basis.
3. Intuitive – It should be able to anticipate needs of employees offering assistance as and when required.
4. Simple – It should be easy, engaging and absolutely hassle-free.
5. Responsive – it should employ virtual agents and voice assistants who can converse with them and respond to questions just like humans.
In closing
It won’t be long before employees start reaching for their phones for basic chores like booking a conference room or seeking support. A closer look would reveal that their needs are not all that complicated. It’s just that they want to be heard and have someone who can assist them with day-to-day tasks. If you are unable to do to the needful, they will find a better employer who can.
Serviceberry is committed to offering solutions that can help you scale up and build workforce for the long haul. Find out how you can ensure stellar employee servicing with the right set of apps and technology. Request a demo now.
