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Frontline Employee Communication: Strategies for Success

Posted on March 15, 2024

Frontline employee communication is essential for your organization. Whether talking about retail, hospitality or other industries, frontline employees communicate directly and daily with customers. They possess invaluable insights into consumer preferences, brand interactions, and desired experiences. Moreover, they often hold unique product knowledge and are the face of your brand, providing crucial feedback on what’s effective and what needs improvement within your company. They are the direct image of your brand. Your team is valuable for understanding what works and is not working in your company. They are essential to ensure positive customer relationships and to guarantee customer satisfaction. In short, your frontline team has all the insights that your company needs to create an excellent customer experience.

However, they are not always taken into consideration when making decisions. Despite the immense value of their feedback, companies tend to overlook their involvement in decision-making. Instead, they merely give them directions and guidelines on how to proceed. A study by Microsoft showed that more than 60% of frontline teams do not receive instructions from their supervisors, and more than 30% feel neglected when sharing feedback. 

The importance of communication with your frontline employees

Establishing strong and transparent frontline communication across your company can enable managers to better listen to feedback and implement it at all levels. Consequently, enhance your customer experience. 

When communication lacks openness and clarity, employees often receive information regarding the direct tasks rather than what is happening inside the organization. Employees might feel distant and not cohesive with the company as these two spheres remain separate. They should be able to access information such as marketing materials or security information. ù

This would help them feel more integrated into the bigger picture. The more companies keep communication from top to bottom, the more confusing and inconsistent the information will be. In some cases, the only means employees have to communicate with co-workers is through their managers. Consequently, the team becomes a silent audience, losing any sense of belonging to the company. It is important to Empower communication with a tool that facilitates both hierarchical and lateral and peer-to-peer interaction. 

Frontline communication

How do we enhance frontline communication?

Most companies think sending more communication towards their frontline employees might enhance their sense of belonging. However, it is not about the quantity of material that you send; rather, it is about the quality. Your frontline team should be able to retrieve all information and prioritize the ones more relevant to them. They should have easy accessibility to all of their relevant content and the possibility of getting to know more information not directly related to them. This approach ensures that employees feel more involved and gain a comprehensive understanding of the business as a whole.

To achieve their participation, implementing a digital communication platform is crucial. Here are some key considerations to keep in mind:

  • Brand the platform that you are using for your internal communication. This can enhance their involvement and belonging to the company.

  • Involve polls or quizzes to swiftly gather feedback from your employees in a gamified way. Involving votes in your platform offers a convenient method of seeing how your employees feel about certain decisions or imminent changes.

  • Experiment with sending GIFs and stickers and understanding your audience’s preferences. This will increase your team’s interaction with the platform.

  • Allowing reactions and comments to company news also enables them to feel part in the decision-making process. This would incentivate them to also interact more with the platform and their co-workers.

  • Provide employees with the option to filter the information they receive. It’s likely that not all shared information is relevant to every employee. Allowing them to customize their notifications ensures they receive content that is pertinent to their role, thus fostering greater engagement.

  • Gamification is always an important tool when we talk about engagement. Through gamification, employees can be entertained while also acquiring knowledge about security protocols or guidelines.

  • Using a mobile-first platform will ensure more engagement from your employees, particularly those on the frontline. Most of them do not have a desk job, nor do they have access to computers during their work shift. Having all the information on their mobile will ensure they can access information easily. This setup also enables them to promptly respond to clients instead of resorting to the common “let me ask my manager” response.

If you want to learn more about the importance of having an engaged team check out our article on “Unleashing the Power of Engaged Teams: The Key to Success”.

MobieTrain: Enable your frontline team with AI Chatbot Technology

mobietrain ai

Recognising this problem, MobieTrain aimed to find an effective way to communicate effectively with frontline staff and enable them to access information quickly and promptly. That is why we introduced our latest innovation: Mobie, the AI Chatbot designed to elevate communication channels for frontline teams.

Mobie isn’t just another chatbot—it’s a transformative solution revolutionizing the frontline experience. With its artificial intelligence capabilities, Mobie streamlines communication processes, ensuring that frontline staff can access crucial real-time information. Whether updated on company policies, product knowledge, or procedural changes, Mobie ensures that every message reaches its intended audience promptly and efficiently. With prompt communication, frontline staff can effectively contribute to creating a positive customer experience.

In a time where effective communication is pivotal for success, MobieTrain and its new features can help your business stand out and enhance your connection with frontline employees. Embrace the future of frontline communication with Mobie—the AI Chatbot redefining how companies engage with their teams.

Eager to learn more about Mobie? You can click here and discover the endless possibilities awaiting you.