A knowledge management system is a tool used by companies to help organize documents, FAQs and other information in formats that are easily accessible to both internal and external customers.Using a knowledge management system helps keep documentation up to date, manage knowledge access and permissions across user groups, and help customers find their own answers. It is a valuable tool for both small businesses that are just starting out and for global companies that need to distribute knowledge to a wide variety of audiences.
If you need to know more about knowledge management systems and how to start using them, you are in the right place. Here’s an overview of what you’ll see:
Why Use A Knowledge Management System?
A knowledge management system helps you stay well organized and up to date when it comes to your company documents. Whether you’re a SaaS company supporting customers, a consumer goods retailer, or a helpdesk manager dealing with internal customers, a knowledge management system portal will efficiently make information available to the people who need it.
What is knowledge management?
Knowledge management is the process of identifying, gathering, storing, evaluating and sharing all the valuable information that organizations produce in their day-to-day operations. It involves capturing answers to frequently asked (and not-so-frequently) questions and documenting them in an easy-to-understand format, such as step-by-step articles, videos, and images.
If we had to reinvent the wheel every time we wanted to drive around town, we wouldn’t get into our cars very often. So why do we feel we need to reinvent knowledge every time we face the same issues in our companies? Wouldn’t it be much easier to already have an answer ready to share?
But if you store all that knowledge in a chaotic Word document, no one will be able to find it or update it. Knowledge management works like a library catalog, helping you find exactly the right shelf and the right book to answer your question (and even keep a record of when the book was last looked up!)
Effectively managing knowledge means accurate answers to common questions system are easily accessible to both support agents and customers. Your team can consistently act with confidence, equipped with answers from colleagues who have been through the same situation. There’s no need to reinvent the wheel with every customer question.
Help Customers Find Their Own Answers
Your customers don’t always want to talk to a human to have their answers sorted out. If they can search online and find the answers they need, they don’t have to wait in line on the phone.
Self-service, which allows customers to get help themselves through documents system , offers the best value for money when it comes to supporting your customers. Using an SGC is critical to ticket deflection, decreasing the volume of requests your support team has to deal with.
Knowledge management software supports customers 24/7, allowing them to find what they need and get back to their daily activities quickly.
Offer Answers To Frequently Asked Questions
Providing answers to your potential customers’ most common questions helps convert site visitors into buyers. An SGC identifies the most searched terms and most visited articles so you don’t have to guess what your customers want to know – they will tell you!
Plus, grouping your FAQs into an easy-to-read system , branded page can even offer answers to questions customers didn’t even know they wanted to ask in the first place. Proactively sharing information can help increase your earnings and prevent support issues from arising.
Keep Information Up To Date And Easy To Find
A knowledge management system helps you identify outdated articles and update them with new information. This offers a big advantage over a simple document folder. While folders can become bulky and messy, an SGC will keep your valuable information organized. With clear organization system and effective search capabilities, anyone (internal or external) can find exactly what they need system , when they need it.
Thanks to rating systems, customers can alert you to articles that are no longer useful, so your user education team can make improvements. Outdated information can lead customers to make mistakes and cause your business to lose business, so it’s important to take care of this quickly.
You can also use a knowledge base article to alert customers to temporary fixes while a fix is being performed. By classifying articles as permanent or temporary, it’s easy to go back and review the ones that need updating or that should be deleted after a fix.
Convert Support Emails Iinto Knowledge Base Articles
Do your agents spend a lot of time writing long, detailed support emails to your customers? If you are using a modern CMS, you can capture this knowledge by converting the support email into a knowledge base article. While responding to the customer, simply forward the response to your knowledge base email address and a draft article will be automatically generated for you.
Save time by avoiding writing the same instruction steps over and over again, and democratize the most valuable information so that everyone in the company can access it.