Employee Onboarding refers to the training, orientation, and integration of new employees into the workplace. In other words, it is a mechanism through new employees to acquire the necessary knowledge to become effective organizational members with a software containing all the training material.
Employee Onboarding Software
It is quite obvious, that a new user would not likely know everything about the company as compared to the existing user. Knowledge Management Software used as a digital adoption platform automates a new user digital adoption life-cycle. It employs experimental learning that allows the user to walk through queries in real-time. An effective onboarding process should include tactical things such as using different tools, knowing about company policy and more.
Significance of Employee Onboarding software
Many companies drastically underestimate the need for onboarding when they hire new employees. This results in less productivity stressed and likely to look for work elsewhere.
Whereas, effective onboarding increases employee engagement and quicker resolution ability. It helps in better delivery of the information and reduces Average Hold Time(AHT). Proper Onboarding reduces employee turnover. Before delivering the customer employees should have understood the inbound activities.
“Research by Glassdoor found that organizations with a strong onboarding process improve new hire retention by 82 percent and productivity by over 70 percent.”
Employee Onboarding with Robust Knowledge management software
Knowledge Management Software is a single repository to presents information in a streamlined way. It deployed to make the agents get the information in the simplest and interactive way. An agent can use different tools like:
– Decision Tree: It drives the information in the form of flow and creates subcategories of any query. This tool has simplified the scattered files and represents it in a streamlined manner. An agent can itself create any query and construct its solution accordingly. This results in a better understanding of the customer.
– Visual Guides: This is an interactive approach to get information. It builds step by step visual guidance
for the agents to solve troubleshooting and more complex problems. This will help to remember the solution as it reduces redundant factors. This tends to increase the density and usage of digital solutions.
– Knowledge Base: As discussed above, it represents all the information on a single layout. They do not need to look for information on multiple pages, which is convenient for the agent. It includes support pages, FAQs & Articles as well. It empowers the agents to promote self-service and give instant resolutions. This will result in time-saving.
How does Employee Onboarding increases CX?
The customer experience(CX) can be increased if they get resolutions on time. Trained employees are likely to handle customer queries more efficiently. Agents with better and strong knowledge promote brand advocacy. Moreover, the customer makes an image in their mind and feels trustworthy towards the company. Employees Onboarding enhances both agents and customers.