Why use a knowledge management system?
A knowledge management system helps you stay well-organized and up-to-date when it comes to your organization’s documentation. Whether you’re a SaaS company supporting business customers, a consumer product shipping out retail items or a helpdesk manager dealing with internal customers, a knowledge management portal will help you effectively deliver information to the people who need it.
Help customers find their own answers
Your customers don’t always want to talk to a human to get their questions resolved. If they can search online and find the answers they need, they don’t have to wait in a phone queue.
Self-service, or customers helping themselves through documentation, is the most cost effective way of supporting your customers. Using a KMS is key in deflecting tickets away from the inbox and decreasing the ticket volume your customer support team needs to deal with.
A knowledge management software provides 24/7 support to customers, so they can find what they need and get back to their day, quickly.
Offer answers to frequently asked questions
Providing answers to the most burning questions your potential customers have can help convert website visitors into buyers. A KMS identifies the most searched terms and visited articles so you don’t have to guess what your customers want to know - they will tell you!
Plus, grouping your FAQs on a branded, easy-to-read page might even offer answers to the questions customers didn’t even know to ask in the first place. Sharing information proactively can help win business, and prevent support issues from cropping up later.
Keep information up to date and easy to find
A knowledge management system helps you identify out-of-date articles and update them with new information. This provides a big advantage over a file folder of documents. Where folders can become unwieldy and messy, a KMS will keep your valuable information organized. With clear organization and effective search capabilities, anyone (internal or external) can locate exactly what they need, when they need it.
With rating systems in place, customers can alert you to articles that are no longer helpful so your user education team can swoop in and make improvements. Out-of-date information can mislead customers and lose your company business, so it’s important to get that taken care of quickly.
You can also use a knowledge base article to alert customers to temporary workarounds while a fix is in the works. By categorizing articles as permanent or temporary, it’s easy to go back and review articles that need to be revised or taken down after a fix has been deployed
Convert support emails to knowledge base articles
Do your agents spend a lot of time writing out thorough and detailed support emails to customers? If you’re using a modern KMS, you can capture that knowledge by converting the support email into a knowledge base article. While responding to the customer, just forward the reply to the email address of your knowledge base and an article draft will be automatically generated for you.
Save time by not needing to write out the same steps of instructions over and over again, and democratize the valuable information so that everyone in the company can access it.