Empower independent employees, agents, and customers with knowledge base software, training and performance frameworks, and consulting services.
When employees or customers don't know how to perform policies, procedures, and tasks, teams get stressed out.
This results in wasted time and money answering the same questions and fixing the same mistakes.
The thing is — it's not their fault!
They don't have the right resources they need to do their job the right way.
You need to arm your users with the right technologies, habits, and frameworks to be able to find the information they need within seconds and follow the job aid effortlessly, all without asking a supervisor for help.
With a dedicated knowledge base filled with digital guides and job aids, your users can easily search, find, and follow any process, at any time.
This results in fewer questions, shorter training times, improved metrics, and happier users.
Rated 4.7 out of 5 stars from G2.com Crowd Reviews
With a ScreenSteps knowledge base, your employees or customers can easily find and follow any process within seconds. Think of it like Google for your business.
Rapid authoring tools make creating digital guides, SOPs, checklists, and call flows simple.
User analytics give you insights into which users are using which job aids, empowering you to make data-driven decisions in real-time.
Traditional training practices — such as PowerPoint presentations or trainer demonstrations — are broken. It takes months and leaves employees nervous, inexperienced, and unprepared to work independently.
Find & Follow Training takes memorization out of the equation. Instead, employees only need to remember one thing — how to find the resource they need at the moment they need it.
This develops knowledgeable, consistent, and efficient employees in 30 days or less.
Help end-users know what to do, when to do it, and in which order to perform tasks.
Create standard operating procedures (SOPs) to guide your end-users through tasks and help them avoid making mistakes.
SOPs come in many forms, including job aids, checklists, reference guides, policies, procedures, how-to guides, call center scripts, and more.
Call center agents have a lot of information to learn. Memorization leaves no room for human error.
When agents know which order to ask questions in, it decreases their Average Handle Time. Replicate that efficiency with call center scripts and call flows.
Interactive call flows prompt agents so they know what to say, ask, and do without any memorization.
Sometimes your employees don't know which questions to ask or which guides are available.
With context-sensitive help, you can answer questions before employees have a chance to ask them. The browser extension puts your checklists and procedures right where your employees need them.
They never have to wonder if a guide exists or waste time searching for one. Everything appears on the screen where they are working.
How much time do your most knowledgeable employees spend resolving issues? What if you could replicate their process?
Troubleshooting guides help you gather expert knowledge and put it into step-by-step procedures anyone could follow.
That leads to increased productivity in your organization and reduced burnout of your most experienced people.
Employees have questions — your online searchable knowledge base could have all the answers.
An online searchable knowledge base is like having a personal Google Search that exclusively crawls your knowledge base articles, procedures, call flows, and troubleshooting guides.
That means employees can find the answers they need without having to bother or rely on anyone else.
When you have hundreds of resource articles, keeping track of each article can be difficult. Especially, when those articles are changing and evolving regularly.
Ensuring accuracy and accountability is critical to building and maintaining a trustworthy knowledge base for your employees.
With content certifications, you are prompted to review and certify specific articles are up to date.
Create a company hub for all things knowledge management with a ScreenSteps knowledge base.
Not ready to talk to someone? No problem. Explore our pre-recorded demo videos to see the ScreenSteps knowledge base in action.
Schedule time with a ScreenSteps expert to learn how a knowledge base and training & performance framework can help your organization.