Not only is a knowledge management system great for companies, it’s also great for your customers. When a customer has a simple question, they don’t want to have to pick up the phone, wait on the line, and explain their problem to a support representative. What he really wants to do is look up the answer online or in his app, solve the problem himself, and get back to his daily activities.

 Offering a complete knowledge base is essential to helping customers help themselves. With a knowledge management system, you can improve the customer experience in three ways:

 Decrease The Waiting Period

It is much easier for the customer to look up their own answers in a knowledge base than to contact support. In addition, an online help center is always open and available 24/7. No matter what time of day or night your customers need help, the knowledge management system will be there to help.

 When several of your customers can find their own answers, you will start to see the number of tickets sent to your inbox decreasing. This means that even customers who really need to talk to your team will get help faster. The deflection of simple, “how-to” questions, made possible by knowledge management software, benefits all your customers.

 Let Customers Help Themselves

In 2015, Forrester reported that self-service and online support had trumped all other forms of support, even by phone and email. The number of customers accessing the FAQ area on a company’s website has increased from 67% in 2012 to 81% in 2015, and that’s just the beginning.

 Customers repeatedly say they prefer to find the answers themselves rather than picking up the phone to call support. To keep them happy, the best thing support teams can do is provide an easy-to-use online help center. Continuously improving the way you provide information to your customers will prevent problems, improve customer loyalty and lower your business costs – it’s a win-win situation.

 Provide More Detailed Help

There is a limit to what you can communicate via email or phone. Knowledge management systems allow you to bring together various types of media to provide extremely detailed help. All customers have their preferred way of learning, whether through text, video or images. Offering all these options in your help center will ensure that no one is left without support, regardless of how they prefer to consume content online.

 Plus, instead of having to compose super long emails over and over again, your agents can simply connect the customer to the right resource in your knowledge management system. This saves time and encourages the customer to help themselves in the future.

 Internal Knowledge Management Systems

A CMS is not just for managing knowledge externally: it is also incredibly useful for gathering knowledge internally. An internal CMS is only accessible to employees (or even a specific group of employees) and gathers private, internal information that customers should not have access to, such as policies, specific problem-solving requirements, or HR documents. Building an in-house knowledge base can help you grow your support team more efficiently, and help you onboard new agents as you grow.

 Grow Your Teams More Effectively

As your business grows, you will need to find a way to effectively extend customer support. There are two major challenges when a business starts to grow: dealing with the increase in the volume of contacts and with the increase in complexity.

 As more customers contact you, you will need to hire more support agents to help them. But labor costs account for a large part of a business’s expenses. So, ideally, instead of continuing to hire more and more agents, your company becomes more efficient in the way it supports its customers. Using a knowledge management system helps support teams increase ticket deflection by offering in-depth online help. So customers don’t need to contact your support team to resolve simpler queries.

 Second, as your team grows, more information and processes are needed for support to work well. If this information isn’t documented, it’s hard to keep everyone in the loop on how you do things.

 Onboard New Employees Quickly

When new customer support agents come to the company, they have to learn a lot of information very quickly. If none of this information is in writing, the only way for them to learn is to be instructed directly, often on a one-to-one basis. It takes someone away from their daily work, and it can also lead to inconsistencies. Not every new agent will have the same onboarding experience, which means there may be gaps in your learning.

 Creating an onboarding guide in your internal knowledge management system will help transfer knowledge to new employees much more effectively. New employees will have a place to go for help before asking another team member. An in-house SGC helps your team grow more effectively by organizing all relevant knowledge in one place, so new agents don’t have to go back and forth for help.

 Maintain Organizational Continuity

If your best employee suddenly left tomorrow, what amount of knowledge would you take with you? If that phrase scared you, it’s time to start getting into the habit of managing internal knowledge. That means capturing the organizational knowledge that exists in the brains of older employees and making it accessible to the wider team.

 An internal CMS can help organize and present all this information in an easy-to-navigate format, and it also ensures that everyone has access to exactly what they need to know (and no more).


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