Choosing an Intranet That Sets You Up to Serve Customers Well


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When it comes to selecting an intranet solution, most businesses are laser-focused on internal productivity and efficiency. And while there’s nothing wrong with either of these things, few businesses take the time to identify what truly matters: customer service, engagement, and satisfaction.

If you want your intranet platform to add real value to the business, it must empower your team to serve customers well. So as you search for a platform and weed through the options, make sure you’re considering the elements that impact this aspect of your business. Otherwise, you could end up with a fancy digital tool that looks nice, but adds minimal value.

What to Look for in an Intranet Solution

Every business has a unique set of needs. And the beauty of modern intranet solutions is that they’re versatile and highly-adaptable. Whether this is your first time integrating an intranet platform into your business or you’re looking to switch from your current solution to a better solution, here are some important factors to look for and consider:

1. Cloud-Based

One of the primary aims of intranet software is increased flexibility and mobility. In an age when working remotely is no longer taboo (and might even be the norm in your organization), your tech stack must account for these variables. That means choosing an intranet solution that’s based in the cloud.

Cloud-based intranet gives your team the ability to work from anywhere without losing any functionality. Whether an employee is sitting at their desk or riding in a first-class seat at 30,000 feet on the way to vacation, the same tools, widgets, and resources are equally accessible. This allows them to serve customers 24/7/365 without compromise.

2. Advanced Security

A data breach on an intranet platform is no good. It can cause serious ramifications and produce dangerous repercussions that threaten the integrity of your business. Not only are there legal issues with a customer’s data being stolen, but it also erodes trust in your brand. With that being said, security must be a primary point of emphasis when evaluating different options.

Ask about security features and standards regarding sensitive data, how it’s stored, and what sort of monitoring practices are in place. You can tell a lot about the DNA of an intranet platform by pressing into this area.

3. Excellent Integrations

As the central hub for your business, an intranet platform can’t stand on its own. It has to bring multiple tools and integrations together. Otherwise, it creates more friction than it solves.

As Nielsen Norman Group explains, “Great intranets take the guesswork out of the digital workplace tools available by auditing and taking inventory of digital tools.”

Be mindful of what tools you’re already using and look for a platform that seamlessly works with your tech stack. For example, businesses using G Suite apps and tools will want to opt for Happeo intranet software, which naturally integrates all Google tools into the platform and makes them accessible with a single click.

Details like these can make or break your experience.

  • With the right integrations, your sales team can share real-time feedback from the frontlines with your product and marketing teams (to help them develop more relevant features and/or messaging).
  • Put a customer in contact with the right person for their needs.
  • Individual team members can access and deploy specific troubleshooting content or sales scripts to deliver a consistent message to customers.

At the end of the day, the right intranet empowers your team to act and respond to customers in ways that are reflective of your brand’s identity and mission.

4. Cost-Effective

We purposely didn’t include cost as one of the first couple of factors on this list because this is not an area where you want to pinch pennies. Having said that, you do want to consider the cost in relation to the return you get from the intranet platform you select.

In other words, don’t think about the “sticker price” – consider the realized cost after all benefits are taken into account. A good intranet solution is cost-effective in the sense that it cuts training and boarding costs, improves retention rates, reduces project-related errors, and allows your team to meet more deadlines. And, ultimately, it improves trust in your brand, accelerates engagement, and creates more loyalty among your customers.

You shouldn’t be afraid to spend money on the front end, so long as it provides tangible and quantifiable value on the back end.

5. Multilingual Capabilities

As the digital workplace and remote teams become more commonplace, traditional geographical borders are going by the wayside. It’s no longer a matter of hiring good talent in your zip code or region. It’s about hiring the best talent, so that you can serve your customers well. This may mean building global, multicultural teams.

Keeping this in mind, it’s wise to use a platform with multilingual capabilities. Some solutions have built-in translation software or can be easily integrated with translation services to reduce friction and enhance collaboration. Give this some consideration in your selection process.

Find the Perfect Intranet Platform for Your Business

With the right intranet platform, you can mold your business into a better and more efficient version of what it currently is and reach more customers with the right message at the right time. It won’t solve all of your problems, but it’ll certainly give you new capabilities and enhanced opportunities to grow with purpose.

Larry Alton
Larry Alton is an independent business consultant specializing in social media trends, business, and entrepreneurship. Follow him on Twitter and LinkedIn.


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