You may ask yourself, how can business continue as usual? Across the world, we are experiencing a global pandemic, the first of its kind and scale. Daily life has changed from going to the office to working from home. Campuses are closed and students are studying remotely. Businesses are having to deal with new situations they’ve never encountered before, all the while serving their employees and customers.
With that uncertainty comes a need for business continuity planning to ensure that companies can be prepared and operate normally in times of crisis.
A digital adoption platform can drive business continuity by touching upon three main pillars: employees, customers and technology.
Caring for your employees through times of change
As businesses shift, employees are feeling the brunt of it, leaving many detached, confused and quite plainly scared. Employers have an even greater responsibility to give their workers a sense of safety and purpose.
Engagement & Productivity
Working from home can be distracting; especially for those with kids or other family obligations. It can take a while to carve out a work schedule that keeps employees focused and productive.
Part of increasing focus and productivity is eliminating tedious tasks and processes that are not only time consuming, but energy depleting. A digital adoption platform can tap into existing software and identify which tools or processes are challenging your remote workforce. This empowers managers to automate tasks to ease workflows or activate WalkMe’s proactive engagement which can be personalized for different users, roles or regions. Through contextual awareness, content is displayed at pivotal moments, aiding employees in real-time when they are stumped.
Only months before, employees would be vying for conference rooms and the All Hands meeting would be packed. But till COVID-19 subsides, all of our work communication is happening over Zoom or other video conferencing platforms.
Since employees are widely dispersed, communication is more crucial than ever. But streamlining messaging and ensuring that all employees are duly informed seems like an uphill battle. Yes, there is always email, but how easy is it to confirm that all employees received and read an important email at the same time?
WalkMe Workstation is a great tool that can accommodate a WFH workforce by keeping employees engaged and informed. The customized overlay provides updates and notifications straight to employee’s desktops, regardless of which application they are currently using. The content of the notifications can be segmented and tailored to accommodate different departments, geographical regions and more. Broadcasted notifications and updates can be tracked letting management view what messages are being seen and absorbed.
Customers come first
Who are we without our customers? They are the gas that fuels a company’s engine and require special attention during this period of disruption. Most importantly, customers will be expecting a similar level of support, availability and high-quality user experience. If any of these aspects of the customer experience falters, businesses may pay the price with decreased revenue and general dissatisfaction.
We are all customers in one form or another and therefore it’s not a stretch to empathize with the pains and joys of our own customers. As Chief Digital Officer and VP of Digital Transformation for IBM, Nilanjan (Neel) Adhya says, “when cross-functional teams collectively empathize with the user they invariably come up with a superior solution.”
The most immediate pain point impacted by COVID-19 is sustained and consistent customer support. This may be due to increased support tickets or more limited staffing, but as we know, the customer on the other line doesn’t care – they just want their needs met.
A digital adoption platform provides guidance to users with 24/7 on-demand self-service support at scale. Through reactive and proactive guidance and engagement, commonly asked questions are answered on the spot and customers directed to where they need to be. DAP can be integrated with your company’s existing support center to provide more comprehensive coverage. These instrumental changes can significantly reduce support tickets or call volume and give your employees breathing space to address more complex issues or urgent matters. The customer feels supported and you can better manage your employees’ bandwidth and improve their productivity.
Customers who engage with high-value features on your site are more likely to renew. But how do you get them there? Through personalized onboarding, segmented user journeys, and contextual feature promotion, WalkMe can help deliver value to ensure customers renew your product or service again and again.
Monitor adoption and satisfaction
Whether you are working from home or a beach off the Pacific ocean, you need to know what makes your customers happy, and if they are confused or upset, how to get them back on board. Many times it’s hard to pinpoint what is frustrating them or impacting their ability to complete a full user journey. WalkMe Insights enables visibility into user engagement and gives actionable insights to create a better user experience. WalkMe can be used to track product or web usage, uncover points of unintended friction or confusion, measure customer satisfaction through NPS/CSAT surveys and even identify happy or disengaged customers.
Using the right technology can make all the difference
Technology is the bridge connecting us to family, friends, employees and customers. Without it, we are further apart. Software is a big investment and part of sound business continuity is taking stock of all expenses and finding ways to reduce unnecessary costs.
WalkMe’s digital adoption platform gives a clear picture of organization-wide software usage. Unused licenses, duplicate systems or underachieving platforms can be evaluated to see if they are of use to the company or draining money. If a platform isn’t being used to its fullest, company leadership can determine if it’s worth keeping, or even employing digital adoption solutions to increase usage and engagement. At this time, the right digital tools can help you save money and maximize productivity, it’s just a matter of identifying them.
Business continuity – anytime, anywhere
We don’t know what the future holds, we don’t even know what next week will bring. This is unchartered territory which means that the more we can engage in business continuity planning, and think critically about what will keep our employees, customers and ultimately our businesses alive and kicking is of immediate concern. WalkMe’s digital adoption solutions are multi-faceted, covering multiple business use-cases to enable you to weather the storm and even thrive during this period of global disruption.