Want to unlock the hidden knowledge of your team? Start using staff interviews to gain valuable insights and answer the most common customer questions right on your blog.
Your front-line staff knows your customer in a different way than you do. They are the ones taking the calls, interacting and answering your customers most frequently asked questions. Charge each member of your staff to bring you their most commonly asked question every week. Then ask them to explain the answer to you as if you were the customer. Take detailed notes, and make sure to ask follow-up questions if you run into any industry jargon so you can make sure to bring it down to earth.
The end result here is that your questions become your blog titles, and the answers become the blog posts. Each post will become a valuable resource for people to find you in search engines. They can also be used in the sales or support processes to more thoroughly help your ideal customers find the information they are looking for.
The next time your staff hears that question over the hone or in the field, they have an official answer to point to. This content can become an unofficial employee shared knowledge bank. New members of the team can search the website for answers, and share the collective knowledge with the customers or prospects.
Sending a link tot the content in a followup email to the customer is often a great way to show that your company is wiling to go the extra mile for the customer. In fact, if the staff finds that there is not an answer to a question on the blog, they can create that content quickly. Sending out an email that looks like the one below can really increase the wow factor and build brand affinity and loyalty.
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Thanks again for your call today. I hope that we were able to help. In fact, I want to thank you for raising a question that we hadn't heard in a while. I wanted to make sure that you can refer back to our conversation to get the answer you need at any time. Here is a link to a blog post inspired by our conversation today. Feel free to bookmark it and if you find it valuable, please do tell us so in the comments.
Have a great day!
- Staff Member Sally
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