Instant access to know-how at the point of need
With Engage’s frontline knowledge tools, your team have access to everything they need to unlock their performance.
Instant access to frontline knowledge in the flow of work
Comms and learning are vital, but what happens when your frontline needs an answer right now?
Often, people ask their colleagues, guess, or give up. It slows them down, spreads misinformation, and impacts their performance.
Engage’s knowledge tools give frontline teams up-to-date, searchable access to your latest offers, product info, activities, procedures, how-tos, ops manuals and videos. Always within reach.
Google-like search to support frontline teams “in the moment”
You use your smartphone when seeking knowledge in your personal life, so why can’t you do the same at work?
Well, your corporate intranet, learning management system and notice boards quickly become outdated, with multiple versions of the same documents, scattered messages and no clear understanding of the truth.
Engage’s Google-like knowledgebase search steps up your team’s access to knowledge. The correct documents and articles are within reach.
Show what good looks like, whilst looking good
You know what good looks like, but do you see that behaviour in your staff?
You remind regional managers who remind their teams how they should perform, but there’s no consistency, and the results show.
It’s time to get back on track, detailing your sales process, operational procedures, and compliant handling in a consistent, reliable place.
Create knowledge hubs for your playbooks, sales journeys, products, offers and best practice videos.
A helping how-to to guide those everyday tasks
The longer processes are usually the most important ones, yet their complexity means they’re often forgotten by sales staff.
Orders aren’t appropriately processed on your till system, daily operations are neglected, and sales are impacted. It’s resulting in constant support from your head office team.
Engage’s built-in how-to guides keep your processes accessible, from simple steps like reloading the till receipt printer through to mapping out your sales journey.
Show, don’t tell, for frontline and systems training
Don’t overwhelm your team with pages of text for complicated processes and sales techniques when a short video is worth a million words.
That’s why 66% of people prefer to consume information in video form, which can now be integral to your operations strategy.
Engage allows you to upload and embed videos to your knowledgebase.
Alternatively, we integrate with YouTube, Vimeo, Loom and Vidyard, making creating how-tos or curating existing content easy.
Smooth operations keep the frontline running
Operations shouldn’t be overlooked or hard to find to keep your frontline team performing.
It’s difficult to find what you need in a large document, and it’s hard to know if you’ve missed anything.
Engage is the searchable, browsable home for your operations, including working hours, time and attendance requirements, customer service handbooks, inventory management, standard operating procedures, loss prevention and store maintenance guides.
Don’t tick the compliance box; read and understand
Compliance training is time-consuming and often becomes a box-ticking exercise.
Yet, you must know that staff have read your key policies and agree they understand them.
Repurpose any content in your knowledgebase as an acknowledgement, automatically prompting your staff to read and understand your key policies. Use it for customer data protection, financial compliance or company values. These digital signatures show who has and who hasn’t read and understood your latest policies.
For your eyes only — keep sensitive content 👀
You have management guidance, like how to run interviews, or performance improvement plans, which you don’t want your frontline team to see.
Not only does this restrict sensitive content, it creates a focused environment, meaning staff only see what’s relevant to them.
Target your content by role, team or location (like store or office). Staff only see what they need to see when they need to.
Embrace change — write, click, update everywhere
Are you tired of emailing Word documents/PDFs or getting the operations manual printed to realise there’s a mistake or urgent change later?
Our visual editor is as simple as writing an email, with your updates instantly reflected on the app. Everything is digital — work from living documents, not a folder on your desktop.
As you update your existing content (from your phone or PC), you don’t have to worry about multiple versions of the same content. Embrace change.
Continuously improve knowledge through analytics
You work hard to give your frontline the right resources to perform, yet it’s hard to know if your content is getting the proper attention.
What if you could see who is reading what, when they read it, and how they feel about it?
Engage lets you do just that. With our real-time analytics, you can see how your content is being received and use that feedback to improve your knowledgebase.
One version of the truth between content & training
Training, comms and operations often conflict, with staff unsure what is correct.
This leads to confusion, frustration and a fragmented customer experience.
Engage’s knowledgebase powers your microlearning and acknowledgements. The same content is available for learning courses as the day-to-day references staff need for your processes, operations, products and latest offers. One set of content to manage, one version of the truth.
Communicate change to make the everyday easier
Keeping your frontline team updated on the latest changes can be difficult.
The knowledgebase ensures they have everything needed to perform and use Engage’s internal comms to communicate the changes within your sales team.
Keep them in the loop of upcoming changes before they happen, signpost and spotlight your updates and create an engaged community at the frontline.
Instant access to know-how in the flow of work
Like Google, for your business, a searchable knowledgebase of all your frontline know-how.
How-tos, videos and operations manuals are always within reach.
One version of the truth; comms, learning and knowledge, sit side by side.
No more digging through PDFs to find what’s needed to work; your frontline team has instant access to the knowledge they need in the flow of work.
