When and How to Train EmployeesAll small businesses have training procedures with new employees, so this is the best time to incorporate information about how your company uses mobile technology. Create a segment of the training made just for this purpose, and specify how important understanding mobile tech is to their work. As for previously hired staff, we recommend setting aside a few hours to walk all of them through the world of mobile commerce. Whether it’s after work, before work or even if you have to close up shop for a few hours. This shows them that you’re serious about the mobile app and all of its elements.
Checklist for Training Staff on Mobile Technology
1. Understanding Business Search Apps
Small business are often found on places like Facebook, Yelp and Google. In fact, you might find that the vast majority of the people who come into your store have found you on these apps. Therefore, your employees should be invited to view all of these pages and see exactly how your business is represented online. This not only shows them what the customers are seeing, but the employees can give suggestions on how to improve the business profiles.
2. Social Media Interaction
You might not use all social media apps for your business, but apps like Instagram, Facebook and Twitter all need to be understood by the staff. How often does your business post? What type of content is shared? The reason behind your staff knowing about social media is because they’re the ones that will find interesting pictures, products and events to share. They’re on the front lines, so you need to use them for the fun social media content.
3. Apps for Reviews
Some of the review apps overlap with social media and business search apps. However, there are far more niche review apps that come into play for establishing your business’ reputation. Yelp and Facebook are the big ones, but you should look at more industry-specific apps like OpenTable, Zocdoc and AngiesList. Some of your employees might end up responding to the reviews, while the others can take reviews as feedback when delivering customer service.
4. Discounts Through Mobile AppsIf you’re planning on sharing coupons and deals online, your staff has to know when they go out. Even an email newsletter with a coupon attached is going to make its way into your physical store or punched into your online store. The same goes for apps like Groupon and Yelp, seeing as how the staff is not going to know about these until you tell them. Customer service fails if a customer brings in a coupon and your cashier has no idea what it is.
5. Payment AppsFrom mobile commerce to POS systems, payment apps are becoming more prevalent with small businesses. Some companies run entirely on iPads and swipers, making it essential to train your staff on how to use them.
6. Your Small Business App
Most of your training should focus on your uniquely branded business app. The whole point of an app is to bring in more customers, so your staff needs to hear about the features, play around with the app and understand their role in the whole process. Should they expect more bookings or reservations through a mobile form? Are there going to be more calls through a click-to-call button? Maybe you want some of your employees to share coupons and respond to message board comments.