Are your employees familiar with your website?

It shocks most managers to see, hear, or experience this, but a lot of customer service representatives aren’t familiar with their company’s website. They aren’t sure what the customer’s screen looks like when an order is taking place, how to use the front-end knowledge base, or anything along those lines. Needless to say, this can present a number of problems.

To address these problems, you can try one or more of these things:

  • Include a review of the company’s website in the training process. During your initial employee training, have the company’s trainer(s) go over the website and explain the different processes and parts of it to the new employees. Include website reviews / training in follow-up training as well.
  • Include pictures. When an update to a system is made, be sure to include screenshots of customer-facing screens and interfaces in internal documentation. Focusing entirely on what the employees see on their end will result in employees who aren’t adequately prepared to guide customers through what needs to be done.
  • Inform employees of changes. When a new feature or part of the website is made public, it’s important to let employees know about it. That way, when customers ask questions, they will be ready to answer them.

The important thing is that your employees have a working knowledge of your website, including what’s on it and how it all works, and as a result of that, can confidently advise customers on how to get the most use out of your website.