Have you been worried about the same questions and queries that keep popping up from the customer’s end? Of course, but when you are submerged under the constant adaptation of new technologies and policies, it becomes hard to be proactive and constantly work on the customers from a bigger picture.
Whenever you employ any new software into the system, the end objective is to increase customer satisfaction. But unless you are robust with the essential knowledge system, you will not pass on its end benefits to your customers.
In a nutshell, the knowledge management platform helps the organization to capture, use, and analyze the impact of a team’s experience and knowledge. Knowledge management also includes maintaining a knowledge portal where specific data related to the company is stored.
Some great examples of the knowledge management system are:
Document Management: The management acts as the centralized “digital” filing cabinets for all the documents related to the company’s affairs. The efficient document management system is enchanted with the passwords and backups, making it easy and supportive to retrieve the documents and boost the workflow.
Content management: These systems can store audio, video graphics, and other forms of media documentation.
Databases: in this computer application, you can easily capture, store, analyze, and interact with the data. One can easily access data through a database, and since the system is very secure, it’s not possible to manipulate the data.
Data Warehousing: Highly effective for data reporting and analysis, these huge enterprise systems extract the data from different parts of your organization. They transform the current and historic data into meaningful information.
Intranets: These built-in searchable platforms can easily access information from the source to enhance collaboration and social networking within the enterprise.
Wikis: Wikis or Wikipedia allows any person to publish and store data on a central location. They can easily maintain the business documents and the product catalogs.
Social networking: No other platform is as good as social media to connect and communicate information. Knowledge management systems use social networking to identify and transfer knowledge.
Despite being numerous in number, there are common characteristics that keep them on the same pedestal.
- The FAQ content
- The Forum
- The Articles related to How-To and different tutorials
- The Educational and training programs
- The various Case studies
- And, the Webinars
When the end motive of any organization is customer satisfaction, you will be able to expand your base by likelihood to have growing revenues:
- The self-serve customer service portal helps to scale customer support without any increase in consumer support costs.
- Automated customer interaction is highly cost-effective and can cost as low as approximately 20 cents.
- The knowledge management solutions can help transform leads into consumers. A knowledge management system can help to differentiate between an inquisitive shopper and a decisive customer. It can make them buy something they didn’t even know they needed.
How can you find the source of information for your database knowledge management system?
Analyze the support ticket system: Analyse the following questions; The most common questions, recurrence of any question, basis of the questions.
Communicate with the teammates: Gather ideas from the support team and use them for the kms system. Address and prioritize their issues which they suffer from all the time.
Use Google Analytics: Go to Behavior > Site Search > Search Terms to see the common terms people search for.
Operating a knowledge management system requires you to constantly upgrade yourself while keeping a close eye on the figures. Understand the problems that constantly arise and analyze what customers are looking for the most on your site!
You can also add a feedback form where your customers can ask questions they couldn’t find on the site.