Topic(s): The Platform Hello Customer Employee Engagement Human Connection

Measuring employee engagement with Hello Customer

In times of social distancing, where everyone is working remotely it's crucial to keep your employees engaged. Without face-to-face contact, it's hard to measure how everyone is doing and how everyone is feeling. If you're a longtime customer, you might be familiar with our iceberg philosophy: the feedback you hear directly is just the tip of the iceberg, there's a lot more going on underneath the surface. In times like these, you may have an employee iceberg too!

There's only 1 thing you can do to find out how your employees are doing and that's.. ASKING! There's nothing more valuable than open feedback:

hello customer open feedback

We've developed some features in Hello Customer specifically to be able to survey employees. Here's an overview:

 

1. Upload your data via excel

A standard Hello Customer process uses an API connection or an FTP upload to connect your customer data with our system. Uploading your employee data isn't a daily process, so you don't need all this and you can just do a one-off upload from an excel sheet. In touchpoint settings, you can just find "upload via excel". In the excel file, you can add peoples name, email and language (all mandatory) and add some relevant metadata, like their team, manager or current work situation to filter results later on.

manage respondents

 

If you're not using our platform yet, you can get in touch with one of our experts. Within a matter of days you'll be up and running to survey your customers and employees. 

 

2. Make your data anonymous

When you survey your employees, you want to be extra careful not to expose any sensitive information and, at the same time, give your employees the freedom to be as honest as they want. In Hello Customer you can keep all replies anonymous, even for an email touchpoint.

Once you upload your excel file, you will be able to see who you're sending it to in manage respondents, to give you some peace of mind about the sending process, but that's it! All data will be anonymous in the ISAAC analysis, conversation manager and reporting. To make your email touchpoint anonymous, switch the toggle in the touchpoint settings. Once it's set to anonymous and data comes in, it can't go back!

make anonymous
You can find the anonymous toggle in the general touchpoint settings.

 

3. Teams & team ranking

Teams allows you to upload your company structure and hierarchy. If you, later on, map it to your employee touchpoint, you'll be able to view and filter scores on your different teams and departments. With our department ranking, you see in the blink of an eye which teams made the work-from-home transition flawlessly and which ones are struggling.

department ranking

 

4. ISAAC Analysis

And then, of course, there's ISAAC that helps you makes sense of people's feedback. ISAAC works so accurately from the get-go because we make use of all previously gathered data of our community. Make sure to set your channel to 'employee' so ISAAC knows exactly what employee-focused vocabulary he needs to keep in mind when analyzing your data.

isaac settings

 

5. Cockpits

Want to keep you employee surveys separate from your customer surveys? We can do this by adding another cockpit to your account, so HR and CX departments each have their own environment. Reach out to your sales contact or client partner if you want to know more.

Want to read more about how you can improve both the customer experience and the employee experience? Check out all our employee engagement resources here.